Call Management System (CMS) processes call traffic, generates supervisor reports, and provides an administrative interface to manage contact center features. With CMS, you can also access the CMS database, configure your contact center parameters, and monitor call activities.
To send your call center data to CMS for monitoring agent performance and generating supervisor reports, you must do a two-step configuration for each CMS that you add:
After establishing the connection from both sides successfully, you can verify the CMS link status and run a test supervisor report.
