The number, size, and types of queries received by the CMS can impact performance. The recommendations for composing queries in the CMS custom report editor also apply to ODBC queries.

Some of the activities that can impact CMS performance are:

Tables: Use the exact table and database item names when querying the database. You can maximize the performance of the system by running queries that access large tables or that perform table joins during a period of low agent activity and low real-time report activity.

Accessing large tables, such as the split/skill or agent tables, or joining tables in queries can have a negative impact on CMS performance.

Calculations: Review calculations before sending them to the database. This ensures that the correct operation is performed. Arithmetic operations are performed with the rules of operator precedence, in order from left to right.

Queries: Prioritize resource intensive queries the same way you prioritize reports during high business activity. Running complex or multiple queries on the database impact system performance similar to running multiple reports.

Number of simultaneous database accesses: Minimize the number of database connects and disconnects from an application, and spread your ODBC activities throughout the day.

Synonyms: Download the synonyms to your client application or database and then perform the join at the client.

CMS maintenance: Be aware that during off-peak hours, CMS runs it’s own activities, such as archiving and making backups. This can use a significant amount of resources and time when working with a large database.