The Avaya Call Management System provides real-time, historical, and integrated reporting to track all the activities in the contact center. Using the CMS data, you can make business decisions based on the entities such as agents, split/skills, vectors, vector directory numbers, and trunks.

CMS reports are available using CMS Supervisor for Voice only contact centers. Reporting is available through Aceyus for all other contact centers.

CMS stores all the Automatic Call Distribution (ACD) data received from an ACD in real-time and historical databases. Real-time databases include tables for the current and previous intra-hour interval data. The storage interval can be 15, 30, or 60 minutes. Historical databases include tables for the intra-hour, daily, weekly, and monthly data.