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CMS Supervisor Web: Historical Agent report list
AVAYA CALL MANAGEMENT SYSTEM

CMS Training

Fifteen focused lessons that take you from call flow and agent activity through real-time reporting, historical reporting, administration, and hands-on practice.

0 of 15 complete
YOUR TRAINING

Complete all 15 lessons.

Start with Lesson 1 and continue in order. Each lesson ends with a clear completion choice before you move on.

Start with Lesson 1
LESSON 1 OF 15

Welcome & CMS Overview

Understand the major CMS areas, how this course works, and why your screen may look different.

~8 min
WHEN YOU FINISH

Identify the main CMS areas and choose where to begin based on the supervisor question you are trying to answer.

WELCOME TO CMS TRAINING

Complete the training first. Use it as a resource afterward.

For initial training, work through the lessons in order. At the end of each lesson, confirm whether it should be recorded as complete before continuing. After training, come back anytime to replay a lesson or look up the CMS topic you need.

Especially important: the skills, agents, groups, and other items you see in CMS are there because access was purposefully assigned to you. Training screenshots may show much more than your own account.
LISTEN

Welcome to CMS Training

View transcript

Welcome to CMS Training. By the end of this course, you should be able to take a real supervisor question - Who is available right now? What happened yesterday? Why did wait time rise? - and know where to begin in CMS. If the phone system and CMS have ever felt like a lot of separate pieces, that is okay. The goal here is to connect those pieces until the system starts to feel useful, logical, and familiar.

Before we get into reports and terminology, keep one idea in mind: the caller experience is part of the care experience. Excellence is not only what happens after a patient reaches the right person. It also includes how clear, responsive, coordinated, and dependable it feels to reach us in the first place.

Our agents support a wide range of callers and needs. They may assist someone who was recently diagnosed with cancer, a caregiver helping a loved one, a patient trying to schedule care, or someone looking for financial counseling or another service. Every one of those conversations is different, but the service standard is consistent: clear, responsive, compassionate help. CMS gives supervisors better visibility so the people answering those calls have the support, capacity, and information they need to deliver the kind of service we are known for.

CMS is one of the tools supervisors use to support that work. It helps you see whether callers are waiting, whether agents are available, how a skill is performing, and where operational pressure may be building. One of the most valuable things about CMS is that it turns activity that might otherwise be invisible into information you can understand and act on. The report itself is not the goal. The goal is to use accurate information to support agents, maintain access, reduce unnecessary waiting, and help deliver the level of service people should expect from us.

This course is designed to help you understand how ACD call flow, CMS objects, agent activity, and reporting fit together. You do not have to finish the course in one sitting. Your progress can be resumed, and you can replay or revisit completed lessons whenever you need them. On your first pass, work through the lessons in order so each new concept has the context it needs.

Each lesson uses a few different kinds of learning. Watch + Listen sections give you the core explanation while the visual follows the concept. Explore sections let you interact with an example and see how the system behaves. Try sections give you a low-risk way to practice a choice or sequence. Check sections are short knowledge checks with feedback. They are there to reinforce the concept, not to turn the course into a high-pressure test.

At the end of the course, you’ll have an opportunity to provide feedback on the training.

As a new ACD supervisor, one of the most useful habits you can build is to begin with the question. 'Who is available right now?' is a different CMS question from 'When did this agent log in yesterday?' or 'Why did wait time increase around one o'clock?' The screen or report you choose should follow from the question you are trying to answer.

The goal is not to memorize every report name, field, or click path. The goal is to understand the model well enough to recognize the question, know where to begin, and understand what the information can - and cannot - tell you. As the pieces connect, CMS should start to feel less like a wall of reports and more like a practical supervisor toolkit.

The important point to keep from this first lesson is simple: start with the question, keep the caller experience in view, and use CMS with confidence to understand the operation. You are learning a tool that can help you support agents, spot opportunities to improve access, and make better-informed decisions for the people depending on us.

THE BIG IDEA

Learn the question first. Then choose the report.

CMS gives you evidence about call-center activity: what happened to ACD calls, what agents were doing, what the queue looked like, and how the operation performed over time.

Course rule: You do not need to memorize every CMS screen. Learn where the information lives and what question each report answers.
HOW TO USE THE INTERACTIVE PARTS

Color has a job here.

The treatment tells you what kind of learning is coming. You never have to guess whether something is meant to be played, explored, practiced, or answered.

▶ListenShort narration or explanation you can replay.
◎ExploreClick, switch, scrub, or run a concept simulation.
↗TryPractice making a choice or driving a simple sequence.
?CheckLow-stakes self-check with immediate feedback.
EXPLORE
INTERACTIVE CMS MAP

Choose an area to see what it is for.

Select one of the areas below. The explanation beneath the buttons will change to show what that area is for.

CLICK TO EXPLORE
REAL-TIME

Use it when the question includes “right now.”

Current agent states, calls waiting, staffing, availability, and the live condition of a skill are Real-Time questions.

Example question“Who is available to take a call right now?”
EXPLORE
YOUR VIEW IS INTENTIONAL

CMS shows the items you were granted access to.

Select either view below to compare a broad training account with a more typical assigned view.

Training screenshot example: a broad-access account may display many skills because that account was deliberately assigned access to them.
FIND YOUR WAY AROUND CMS
LESSON 2 OF 15

The basic ACD call path

Watch the routing path happen instead of memorizing a line drawing.

~7 min
WHEN YOU FINISH

Trace an ACD call from its VDN through vector routing and the skill queue to an agent, and distinguish routing from CMS reporting.

LISTEN

ACD Call Flow

View transcript

Here is one of the first big unlocks in CMS. ACD stands for Automatic Call Distribution. Once you can picture the basic ACD call path, many reports become much easier to understand. A caller dials a telephone number. The call reaches a VDN, or Vector Directory Number, which sends the call into vector programming. The vector contains the programmed routing steps. Those steps can play announcements, make decisions, and send the call toward the appropriate skill or split. The skill represents the group of agents assigned to handle that type of ACD call. If no appropriate agent is available, the call can wait in the skill queue. When an appropriate agent becomes available, the call can be offered to that agent.

That technical path supports many different kinds of service - scheduling, financial counseling, patient and caregiver questions, and other clinical or administrative needs. The routing may be complex behind the scenes, but the caller experiences something much simpler: Did I reach the right place? How long did I wait? Did someone answer who could help me?

For example, imagine a patient calls a number designed to reach a scheduling team. The VDN is the entry point. The vector contains the instructions for what should happen to that call. The skill identifies the agents who can receive that type of work. The queue holds the call when an eligible agent is not immediately available.

One distinction is especially important: the Avaya call-routing system is deciding where the call goes. CMS is observing and reporting what happened. CMS can show you that calls waited, that an agent was offered a call, that service measures changed, or that a RONA event occurred. CMS is not the thing making the routing decision.

This matters to a supervisor because reports make more sense when you can picture the call path behind them. If several calls are waiting in a skill, useful questions may become: How many agents are staffed? How many are actually available? How long have callers been waiting? If a call did not reach the person someone expected, you may need to understand the routing path before a report can explain the event.

Use the simulator below and watch that story happen one step at a time.

The key point is: routing determines where the call goes; CMS records what happened. Once you can visualize that path, CMS numbers stop feeling isolated and start telling a much clearer operational story. The caller may never know what a VDN, vector, or skill is, but they absolutely experience the result of how well the routing and the operation work together.

ACRONYM KEY

Two routing terms you will see throughout the course

ACD

Automatic Call Distribution — the call-distribution process that routes queued calls to the appropriate agents.

VDN

Vector Directory Number — the entry point that sends the call into vector routing.

EXPLORE
CALL FLOW SIMULATOR

Watch one call move through the system.

Choose a normal answered call or a no-answer/RONA example, then start the simulation.

☎Dialed NumberCaller starts here
#VDNEntry point
ƒVectorRouting instructions
◖AnnouncementCaller hears message
◫Skill QueueWaits for an agent0
●AgentAVAILABLE
CALL
Ready to begin.

The call has not entered the system yet.

IMPORTANT DISTINCTION

Routing and reporting are different jobs.

Routing system

Decides where the call should go.

CMS

Reports what happened while the call moved through that routing.

TRACE A CALL
CHECK YOUR UNDERSTANDING

Which component contains the programmed routing steps?

LESSON 3 OF 15

Core terms & definitions

Learn enough vocabulary to make the CMS screens readable.

~6 min
WHEN YOU FINISH

Recognize the core CMS terms and distinguish routing objects from direct-call coverage concepts when you see them on screen.

LISTEN

Terms & Definitions

View transcript

You do not need to memorize a dictionary before you can use CMS. You need a small working vocabulary, and once these terms start to click, much of CMS becomes easier to read. The goal is to understand what you are selecting in Administration and what you are seeing in reports.

Avaya is the phone-system platform. CMS is the Call Management System used to report on call and agent activity. PBX stands for Private Branch Exchange, the organization’s internal telephone system that connects extensions and routes calls. CTI stands for Computer Telephony Integration, technology that allows the telephone system and computer applications to work together. VDN stands for Vector Directory Number. It is an entry point into vector routing. A vector is the programmed series of call-routing steps. A skill, sometimes called a split, represents agents assigned to handle a particular type of call. The abbreviation is ACD. ACD stands for Automatic Call Distribution. An ACD call is routed to the appropriate skill and available agent. A queue is the set of calls waiting for that skill. A cover path applies to unanswered direct station calls and is different from ACD queue routing.

These terms matter because they show up in report filters, headings, Administration lookups, and conversations about call behavior. If someone asks, 'What skill handles this call?' that is a different question from 'What extension did the caller dial?' If someone says a call went to voicemail, you need to know whether they are describing a direct extension call following a cover path or an ACD call that was distributed through a skill. Those are different call paths and can produce different CMS evidence.

You will also hear some terms used almost interchangeably. Skill and split, for example, are often referring to the same basic CMS concept. Do not let older terminology make the system feel more complicated than it is.

Shared vocabulary also helps a team respond faster when something is affecting caller access. Saying 'calls are waiting in Skill 123' is much more actionable than saying 'the phones are busy.' Precise language helps the right people investigate the right part of the call path without wasting time while callers are waiting.

As you work through the course, these words will repeat in context. That repetition is more useful than memorizing the list all at once.

The important point is not to recite the definitions. It is to recognize what kind of object or call path a term represents when you see it in CMS. That recognition makes reporting faster, troubleshooting clearer, and conversations with other teams more precise.

AvayaVendor / platform name
CMSCall Management System
Switch / PBXPrivate Branch Exchange; the organization’s internal telephone system that connects extensions and routes calls
Skill / SplitGrouping of agents assigned to specific calls
VectorSeries of programmed routing steps
VDNVector Directory Number; entry point into routing
Cover-pathPredetermined destination for unanswered direct calls
RONARedirect On No Answer
One-XAvaya softphone
ACDAutomatic Call Distribution
CTIComputer Telephony Integration; technology that allows the telephone system and computer applications to work together, such as InGenius
QueueCalls waiting to be answered
READ THE SCREEN
CHECK YOUR UNDERSTANDING

Which statement uses the CMS terms correctly?

LESSON 4 OF 15

Metrics answer different operational questions

Start with the question. Then choose the metric.

~8 min
WHEN YOU FINISH

Choose the metric that best matches a supervisor question and interpret that metric in the context of volume, staffing, and time.

LISTEN

Key Metrics

View transcript

CMS metrics become much easier - and much more useful - when you start with the question, not the acronym.

If the question is how long answered callers waited before someone answered, Average Speed of Answer, or A-S-A, matters. If the question is whether calls were answered within a defined service target, look at Service Level and remember that the target is based on the reporting setup for that skill. An abandoned call is a caller who disconnected before answer, and Average Abandoned Time helps describe how long abandoned callers waited on average. Average Talk Time describes the talk portion of answered ACD calls. Available Time describes time an agent was ready and waiting for another ACD call.

These are not numbers we watch simply because a dashboard can measure them. They help us understand how accessible and responsive the operation feels to callers. Low wait times and appropriate agent availability matter because every improvement that removes unnecessary friction helps make an important interaction with us clearer and easier.

At the same time, no single metric should become a goal in isolation. Average Talk Time is a good example. Some conversations are naturally brief. Others are complex, sensitive, or require extra explanation - a scheduling problem, a financial concern, or a caller who simply needs more time to understand the next step. A lower talk time is not automatically better service. The purpose of the metric is to help you understand workload and patterns, not to rush an appropriate conversation.

The same is true of Available Time. Very low availability can help explain why a queue is growing, but the goal is not to keep every agent AVAILABLE every minute. Agents need time to handle calls, complete necessary after-call work, use approved AUX time, and perform other responsibilities. The supervisor's job is to understand whether the overall pattern is providing enough capacity for callers while allowing agents to do the work well.

An abandoned call deserves careful interpretation too. CMS can tell you that the caller disconnected before answer and how long abandoned callers waited on average. It cannot tell you why a particular person disconnected. Still, a pattern of abandonment can be an important service signal that tells a supervisor to look more closely at demand, staffing, availability, and time of day.

These numbers can all be valid at the same time and still tell different parts of the story. A skill could have a reasonable Average Speed of Answer for answered calls while still having a short period when several callers abandoned. Or a supervisor could see several agents logged in but very little Available Time because those agents were on calls, in After Call Work, or in AUX.

When you look at a metric, give it context. Ask what time period you are looking at. Look at call volume. Look at staffing and availability. If you are looking at Service Level, know what target is being measured. If one number suddenly changes, do not automatically assume that number explains the cause of the problem.

Used together, these metrics can show you where the team is doing well, where capacity is tight, and where a change may help. A useful supervisor habit is to avoid asking only, 'Is this number good or bad?' Ask, 'What does this number actually tell me about access and the caller experience, what question does it answer, and what other information do I need before I interpret it?'

Use the activity below to practice matching the question to the metric.

The key point is: one metric is one piece of evidence. The goal is not to chase perfect numbers; it is to use the numbers intelligently. Put metrics together with context to understand where the operation is strong, where the caller experience may be under pressure, and where supervisors can make a constructive difference while respecting the complexity of the work our agents do.

SL
Service Level

Were calls answered within the defined target?

ASA
Average Speed of Answer

How long did callers wait before answer?

AAT
Average Abandoned Time

How long did callers wait before abandoning?

ATT
Average Talk Time

How long did ACD calls stay connected with agents?

AVAIL
Available Time

How long was the agent waiting for the next ACD call?

STAFF
Staffed Time

How long was the agent logged in?

EXPLORE
QUESTION → METRIC

Start with the operational question.

Click a question to see the metric that best matches it.

Choose a question above.
ANSWER WITH THE RIGHT METRIC
CHECK YOUR UNDERSTANDING

A manager says, “Callers are waiting too long before we answer.” Which metric would you look at first?

LESSON 5 OF 15

Agent states & work codes

An agent can be logged in and still move through several operational states.

~9 min
WHEN YOU FINISH

Distinguish the key agent states and work codes, including why being logged in does not necessarily mean an agent is available.

LISTEN

Agent States & Work Codes

View transcript

One of the most useful 'aha' moments in CMS is realizing that logged in does not mean available. Once that distinction clicks, Real-Time reports make much more sense. An agent can be logged in and move through several different states during the day.

AVAILABLE means the agent is ready for another ACD call. RINGING means an ACD call is being offered. ACDIN means the agent is handling an inbound ACD call. After the call, the agent may move into ACW, or After Call Work, while completing work associated with the call. AUX means the agent is not available for another ACD call until that state changes. UNKNOWN is generally temporary while CMS waits for the next recognizable state.

You will also see additional CMS state and activity labels in reports. LOGON and LOGOFF mark the beginning and end of an agent login session. ACWIN and ACWOUT describe call activity while the agent is in After Call Work. AUXOUT is an outbound call while the agent is in AUX. OTHER can represent activity such as hold, dialing, or work associated with another skill that is not the one you are currently viewing.

For a new supervisor, the practical lesson is that staffed, logged in, and available are not interchangeable. An agent can be logged in and staffed but currently ACDIN on a call. Another can be logged in but in AUX. Another can be in ACW finishing necessary follow-up. Only the AVAILABLE agent is immediately ready for another ACD call.

That distinction directly affects caller access. A skill can appear well staffed on paper and still have very little immediate capacity if most agents are handling calls, completing work, or unavailable. Looking at the mix of states gives the supervisor a much more accurate picture of what the team can handle right now.

But agent states are operational evidence, not performance judgments by themselves. AUX is not automatically bad. ACW is not automatically too long simply because it exists. Agents may need approved AUX time, breaks, meetings, training, or other responsibilities, and some calls require meaningful after-call work. OTHER and UNKNOWN are clues that may need context. The goal is not to maximize AVAILABLE at the expense of necessary work. The goal is to make sure staffing and state patterns support responsive caller access while giving agents the time they need to do their work accurately and compassionately.

If availability is consistently low while callers are waiting, that is a reason to understand the pattern. It may lead to a staffing, workflow, scheduling, technical, or coaching question. CMS helps identify the condition; it does not automatically tell you the cause.

In the simulator below, change the agent state and watch how the meaning changes.

The key point is: login tells you the session exists; agent state tells you what CMS believed was happening inside that session at a particular moment. For caller service, availability tells you who is immediately ready for the next ACD call - but good supervision interprets every state in context. Once you can read the state mix, you have a far more useful picture of the operation than a simple headcount can provide.

CMS VISUAL LANGUAGEOne agent. A changing operational state.
AVAILABLEReady for the next ACD call
RINGINGACD call being offered
ACDINHandling inbound ACD call
ACWCompleting after-call work
TRY
LIVE OPERATIONS SIMULATOR

Drive one agent through a call.

Use the controls and watch the CMS evidence update in real time.

SIMULATION READY
AGENT WORKSTATION
AGENT 6231
CURRENT CMS STATEAVAILABLE

The agent is logged in and waiting for the next ACD call.

Logged inSkill 2101
CALL CONTROLSChoose the next event
CMS EVENT TRAILNewest state appears at right
AVAILABLE
SUPERVISOR LENS

A login session can remain active while the agent moves through several states. The state tells you what CMS believes is happening inside that session.

LOGONAgent logged into a skill
LOGOFFAgent logged out of a skill
ACDINIncoming ACD call
ACWAfter Call Work / unavailable while completing necessary work
ACWINInbound call while in ACW
ACWOUTOutbound call while in ACW
AUXAuxiliary; unavailable for additional ACD calls
AUXOUTOutbound call while in AUX
OTHERHold, dialing, or activity in another skill
RINGINGACD call is ringing at the agent
UNKNOWNCMS does not currently recognize the state; usually temporary
CHECK YOUR UNDERSTANDING

Which statement is correct?

LESSON 6 OF 15

ACD calls vs. direct extension calls

Know what type of call you are looking at before interpreting CMS.

~7 min
WHEN YOU FINISH

Distinguish an ACD call from a direct extension call and choose the right evidence based on the path the call actually took.

LISTEN

ACD vs. Direct Calls

View transcript

Here is a small distinction with a big practical payoff: two calls can ring the same telephone and still be very different events.

ACD calls come through the queueing path: VDN, vector, skill, then agent. A direct extension call, sometimes called a back-line call, goes directly to the agent's extension. If that direct call is not answered, it can follow the station's cover path or voicemail behavior. That is different from an unanswered call in the Automatic Call Distribution, or ACD, queueing path.

This distinction matters because CMS reports for ACD activity are built around queued calls. A direct extension call may not appear or be measured in the same way as a call distributed through ACD routing.

Here is a common supervisor example. Someone says, 'The phone rang at the agent's desk, but I cannot find that call in the skill report.' That does not automatically mean CMS missed the call. First determine how the call reached the telephone. If someone dialed the extension directly, you may be looking for an ACD event that never occurred. The telephone rang, but the call did not travel through the VDN-vector-skill path you are reporting on.

The reverse is also important. When ACD routing offers a call from a skill and the agent does not answer, do not describe that event as though it were simply an unanswered direct call going to voicemail. ACD queue behavior and station cover behavior are different.

Getting the call path right matters when you are reconstructing a caller's experience. If the question is why someone waited, reached voicemail, or did not reach the expected team, investigate the path that actually occurred rather than forcing the event into the wrong report. Accurate interpretation helps resolve the issue faster and prevents the wrong conclusion from being attached to an agent, a queue, or the technology.

Use the comparison below to follow both paths.

The key point is: before you use CMS to explain what happened on a telephone, identify the call path. Calls routed through ACD and direct-extension calls can reach the same phone but create different reporting evidence. Once you know the path, choosing the right evidence becomes much easier.

STANDARD CMS SYMBOLSThese same objects will look the same everywhere in the course.
Caller
VDN
Vector
Skill
Agent
EXPLORE
CALL PATH STUDIO

Same telephone. Two completely different journeys.

Switch paths and watch what the call touches — and therefore what CMS can report.

INTERACTIVE
WHY A SUPERVISOR CARES

The path determines the evidence. A telephone ringing does not, by itself, prove that the call traveled through an ACD skill.

INVESTIGATE A MISMATCH
CHECK YOUR UNDERSTANDING

A caller dials an agent’s extension directly. Which type of call is this?

LESSON 7 OF 15

RONA — Redirect On No Answer

Understand what happens to both the call and the agent.

~7 min
WHEN YOU FINISH

Explain what RONA does to the call and the agent, and identify what a RONA event can and cannot prove.

LISTEN

RONA Fundamentals

View transcript

RONA stands for Redirect On No Answer, and it is a good example of CMS turning call behavior into something a supervisor can see, understand, and act on.

In the environment used for this training, imagine that an agent is AVAILABLE and an ACD call is offered to that agent. The phone rings, but the agent does not answer within the configured four-ring threshold. The call is redirected back to the skill queue so it can be offered again, and the agent is placed into AUX so the system does not immediately keep sending new ACD calls to the same agent.

The exact no-answer threshold is configuration-specific. Four rings is the behavior used in this environment, so do not assume every Avaya environment uses the same threshold.

RONA has a direct caller consequence. The caller is still waiting for help while the first offer times out and the call is redirected for another attempt. The caller never sees the word RONA, but they can experience the added delay. Where responsive access matters, repeated RONA events deserve attention because reducing avoidable delay helps keep access dependable.

For a supervisor, RONA matters on both sides of the call. First, the caller still needs to be handled, so the call returns for continued ACD handling. Second, the agent is no longer AVAILABLE after the RONA event. If you are looking at a Real-Time report, you may see the agent in AUX afterward. That automatic state change helps prevent the next caller from immediately being sent to the same agent after a missed offer.

A RONA event is evidence that an ACD call was offered and was not answered within the configured threshold. It does not, by itself, tell you why. A missed offer could have operational, technical, situational, or human context that the RONA record does not contain. Do not fill in that missing context with an assumption. Later in the course, Historical RONA will show you how to find the event after it happened and interpret the evidence carefully.

Run the simulation below and watch both sides change: the call returns for handling, and the agent moves to AUX.

The key point is: RONA affects both the caller and the agent state. It can add delay for the caller, and it proves a no-answer event - not the reason for it. Understanding that distinction lets you respond to the event accurately without guessing about the cause.

1ACD call offered

Agent is available and the call rings.

→
2No answer within 4 rings

The configured threshold is reached.

→
3ACall → Queue

Call returns to the skill queue for the next available agent.

3BAgent → AUX

Agent is placed into AUX.

EXPLORE
RONA — ZOOM IN

Watch the four-ring no-answer event.

This simulation focuses only on the moment the call is offered to an available agent.

☎
AGENT STATEAVAILABLECall waiting in skill queue
1234
Press Run RONA to begin.
CATCH A RONA IN REALTIME
CHECK YOUR UNDERSTANDING

After a RONA, what happens?

LESSON 8 OF 15

Administration: lookup tools behind reporting

Use Skills/Splits, Agent IDs, and Agent Groups before you run reports.

~9 min
WHEN YOU FINISH

Locate skills, Agent IDs, and Agent Groups in Administration so you can verify the inputs you will use in reporting.

LISTEN

Administration

View transcript

Administration is one of the simplest ways CMS can save a supervisor time. Think of it as your lookup layer - the place where you confirm the CMS objects that reporting depends on. In this course, use it mainly as a reference area rather than a place where you are expected to change live system configuration.

In the current CMS Supervisor Web interface, the areas we use most often are Skills and Splits, Agent IDs, and Agent Groups. You may also hear the older term CMS Dictionary used for some of this lookup work.

Before running a report, make sure you are using the right CMS object. Administration lets you confirm a skill or split and look up an agent's Login ID and name. An Agent ID or Login ID is the identifier the agent uses for ACD activity; it is not the same thing as the telephone extension. That distinction matters. If you type an extension where a report expects an Agent ID, you may get the wrong result or no useful result at all.

A common supervisor workflow is: first identify the person or skill you are being asked about, then verify the CMS identifier, and only then run the report. This is especially useful when names are similar, when you are working with an unfamiliar department, or when someone gives you a telephone number instead of the CMS Login ID you actually need.

Accuracy here matters beyond simple data hygiene. When a caller-service issue needs attention, using the wrong Agent ID, skill, or group can send the investigation in the wrong direction and waste time. Verifying the object first makes the rest of the reporting more reliable and helps you get to the right answer sooner.

What you can see in Administration is based on the access assigned to your account. A training account may show many skills, while your production account may show only the items relevant to your role. Fewer items does not mean CMS is broken. It usually means your view has been intentionally scoped.

If something you expect is missing, use a simple sequence. First, confirm that you are in the correct Administration area. Second, confirm the name or identifier you are looking for. Third, remember that access is assigned. If the object should be available to you and still is not visible, the access itself may need to be reviewed.

The key point is: Administration is your lookup layer. Verify the correct Agent ID, skill, or group before you trust the report that depends on it. A quick check up front can save a great deal of confusion later.

Expect your lists to be shorter: skills, agents, groups, and other items appear because access was specifically assigned. A training screenshot captured from a broader-access account is not a checklist of what every user should see.
EXPLORE
PERMISSION VIEW

Change the access profile and watch the visible skill list change.

This is a simplified demonstration of why two CMS users can open the same area and see very different lists.

Administration → Skills / Splits

This example user has three purposefully assigned skills.

CURRENT CMS SCREEN

Administration home

The current CMS Supervisor Web Administration area. Your available skills, agents, groups, and report choices depend on assigned access.

CURRENT CMS SCREEN

Skills / Splits

Use this area to identify the skill name and skill ID.

CURRENT CMS SCREEN

Agent IDs

Use this area to confirm agent names and Login IDs.

VERIFY BEFORE YOU REPORT
CHECK YOUR UNDERSTANDING

You need to confirm an agent’s Login ID before running a report. Where should you start?

LESSON 9 OF 15

Real-Time reporting

Use when the question is “what is happening now?”

~10 min
WHEN YOU FINISH

Read a Real-Time view by checking demand, staffing and availability, and then service indicators before drawing a conclusion.

LISTEN

Real-Time Reporting

View transcript

Real-Time reporting is where CMS often starts to feel especially valuable. It answers one basic question: what is happening now?

For an ACD supervisor, this is the part of CMS that can help while the caller experience is still unfolding. Historical reporting can explain what happened later. Real-Time gives you a chance to see pressure while callers are still waiting and, when appropriate, respond to the conditions contributing to it.

If you need the current state of one agent, start with an Agent report. If you need the current picture for a skill, use a skill-oriented Real-Time report. Queue and agent summary views can help you connect waiting calls with staffing, and comparison views can help you look across skills. Do not worry about memorizing every report name on the first pass. Start by recognizing the category. If the question contains words like right now, currently, waiting now, or available now, Real-Time is probably the place to begin.

Real-Time data is changing while you are looking at it, so treat the report as a live operational picture rather than a fixed record. A queue can grow, an agent can move from AVAILABLE to ACDIN, and service measures can change while the screen is open.

When a Real-Time report looks dense, read it in layers instead of trying to interpret every field at once.

First, look at demand. Are calls waiting? How many? What is the oldest wait? A queue count is not just an abstract number. It represents people waiting to reach us, and every caller deserves responsive access regardless of the reason for the call.

Second, look at staffing and availability. How many agents are staffed, and how many of those agents are actually AVAILABLE for another ACD call? Staffed and available are not the same thing. Five staffed agents might mean two are on ACD calls, one is in ACW, one is in AUX, and only one is currently available.

Third, look at service indicators such as Average Speed of Answer or Service Level for context. Those measures help describe the current condition, but they still need volume and staffing context.

For example, imagine six calls are waiting and only one agent is AVAILABLE. That tells you the skill is under pressure right now. It does not automatically tell you why. Maybe volume just spiked. Maybe several agents are already helping callers. Maybe availability fell. Real-Time shows the condition. That visibility is valuable: the supervisor can now consider the operational options available to the team - staffing, availability, coverage, or escalation - rather than simply watching the number get worse.

The goal is not to eliminate every moment of waiting or to pressure agents to shorten appropriate conversations. Call volume changes, and some patient or caregiver interactions take the time they take. Agents also need necessary after-call work and approved AUX time. The goal is to recognize when access is under pressure, understand what is driving the current picture, and respond in a way that supports both callers and the agents serving them.

Use the simulation below and watch how a few changing conditions alter the numbers.

The key point is: read Real-Time in this order - demand, staffing and availability, then service indicators. Real-Time turns visibility into opportunity: it helps you see the operation while there may still be time to support the team and improve the caller's experience in the moment.

CURRENT CMS SCREEN

Real-Time report navigation

Reference capture — live values vary by time and day

The report menu gives you the available Real-Time report families. Your available skills, agents, groups, and report choices depend on assigned access.

CURRENT CMS SCREEN

Real-Time Agent Report

Reference capture — live values vary by time and day

Use for the current state of an individual agent.

CURRENT CMS SCREEN

Real-Time Skill Report

Reference capture — live values vary by time and day

Start with calls waiting, staffed agents, available agents, and speed/service-level context.

EXPLORE
REAL-TIME SIMULATION

Watch a skill change while calls arrive and agents move between states.

Advance the clock and focus on what changes rather than trying to read every field.

LIVE SIMULATION
SIMULATED TIME10:00:00
Calls waiting0
Oldest wait0:00
Staffed5
Available3
Service level92%
Normal condition.Calls are being answered without a queue building.
READ THE REPORT BY QUESTION
Are calls waiting?Look at queue-related fields.
Who can take a call?Compare staffed vs. available agents.
How is the queue doing now?Use ASA and service-level context.
QUEUE TRIAGE SIMULATION
CHECK YOUR UNDERSTANDING

A supervisor asks, “What state is this agent in right now?” Where do you start?

LESSON 10 OF 15

Historical reporting

Use when the question is “what happened during a reporting period?”

~7 min
WHEN YOU FINISH

Choose the historical report, CMS object, and time period that match the question, then verify those inputs before interpreting the result.

LISTEN

Historical Reporting

View transcript

Historical reporting is where CMS becomes a learning and improvement tool. Use it when the question is about a defined period that has already happened.

Unlike Real-Time, Historical reports summarize recorded activity for the agent, skill, group, date, and time range you select. That means report accuracy begins before you click Run. You need the right report category, the right CMS object, and the right period.

Start with the question. If someone asks, 'When did this agent log in yesterday?' Attendance Daily is a logical starting point. If the question is, 'How did this skill perform yesterday from noon to one?' you need a Historical skill report with enough interval detail to preserve that hour. If the question is about unavailable time, an AUX report may be appropriate. If the question is whether a no-answer event occurred yesterday, use Historical RONA. Agent Group reports are useful when the question applies to a saved set of agents rather than one individual.

Historical reporting is especially valuable because yesterday's data can improve tomorrow's service. It cannot shorten a wait that already happened, but it can show you that a skill repeatedly struggled at the same time of day, that availability regularly fell during a certain period, or that a pattern deserves a closer operational review. Used well, Historical reporting supports learning, planning, staffing conversations, workflow improvement, and fair coaching. It should not become a tool for assigning blame before the evidence is understood.

This question-first habit prevents a common mistake: finding a familiar report and trying to make it answer a question it was not designed to answer.

Before you interpret any result, pause and verify three things. Did I choose the correct agent, skill, or group? Did I choose the correct date and time range? Does this report actually measure the event I am trying to understand? A perfectly generated report for the wrong person or wrong period is still the wrong answer.

Then look for patterns before conclusions. One difficult interval may be an isolated spike. The same pattern appearing repeatedly may point to a coverage, scheduling, workflow, or demand issue worth addressing. Historical data is most useful when it helps the operation learn and improve.

The simple distinction is: Real-Time asks what is happening now. Historical asks what happened during a completed period. Real-Time helps you respond to the current caller experience. Historical helps you learn from patterns and make the next caller experience better.

In the worked example below, follow the question first and notice how the question leads you to the report.

The key point is: Historical reporting is an investigation of a defined past period. Its real value is turning yesterday's activity into tomorrow's improvement - identifying patterns accurately enough to strengthen staffing, workflows, coaching, and the caller experience.

CURRENT CMS SCREEN

Historical report navigation

Historical reporting organizes agent, skill, and designed reports by the question you need to answer. Your available skills, agents, groups, and report choices depend on assigned access.

WORKED EXAMPLE

“What happened to service around lunch yesterday?”

Watch the reasoning before choosing a report. The goal is to learn the decision path, not memorize a menu.

1The question is about yesterday.That makes this a Historical question, not Real-Time.
2The concern is a time within the day.Use an Interval view so a daily total does not hide the problem period.
3Select the correct skill and date.The report is only useful if the inputs match the business question.
4Read the pattern, not one number.Compare offered volume, ASA, service level, and abandons around the affected intervals.
EXPLORE
SAME PROBLEM — TWO LENSES

Switch between “now” and “what happened.”

A queue problem can be viewed in Real-Time while it is happening and later reconstructed with Historical reporting.

Call ProfileHistorical → Split/Skill → Call Profile → Daily
AttendanceHistorical → Agent → Attendance → Daily
Agent Group SummaryHistorical → Agent Group Summary → Daily
Skill ReportHistorical → Split/Skill → Report → Daily
Agent AUXHistorical → Agent → AUX → Daily
RONAHistorical → Designer → Split/Skill → RONA
Service Level IntervalHistorical → Split/Skill → Service Level Interval
Trace by LocationHistorical → Agent → Trace by Location
RECONSTRUCT THE DAY
CHECK YOUR UNDERSTANDING

You need to know when an agent logged in yesterday. Which category should you use?

LESSON 11 OF 15 · RETURN ANYTIME

Attendance Daily

Read an agent’s daily staffed time — and know which report shows login and logout times.

~6 min
WHEN YOU FINISH

Use Attendance Daily to read how long an agent was staffed and how that time divided across states, use the Login/Logout report for the actual login and logout times, and avoid treating either as proof of continuous work or availability.

LISTEN

Attendance Daily

View transcript

Attendance Daily is a simple report with a very specific job: answering when an agent logged in and logged out of CMS.

The key is choosing the correct agent and the correct date range before you interpret the result. Once you have the right record, the report can help you identify CMS login and logout activity for that day.

One caution matters here: Attendance Daily is a CMS login-session report. It is not a payroll timecard, and it does not prove that the agent was continuously working, continuously available, or handling calls throughout the entire session.

For example, suppose Attendance Daily shows an agent logged in at 8:03 AM and logged out at 5:01 PM. What can you safely say? You can say CMS recorded that login session. You cannot say the agent was AVAILABLE from 8:03 to 5:01. During that session the agent could have been AVAILABLE, ACDIN on a call, in ACW, in AUX, RINGING, or in another state. If the question is what the agent was doing inside the session, you need agent-state or activity reporting rather than Attendance Daily alone.

You should also be careful about turning a CMS timestamp into an employment conclusion. If a caller-access or coverage concern leads you to review the day, Attendance Daily may be one useful piece of operational evidence, but CMS does not know the person's scheduled start time, approved activities outside ACD work, or every circumstance surrounding the day. Use the report for what it actually records and add other sources only when the question requires them.

A helpful way to remember this is: Attendance tells you the outside edges of the CMS session. Agent-state reporting tells you what happened inside those edges.

The key point is: use Attendance Daily to answer CMS login and logout questions. Do not treat it as proof of continuous availability or as a payroll timecard. Used for the question it was designed to answer, it gives you a clean and useful piece of evidence.

CURRENT CMS SCREEN

Historical Agent Attendance — Daily

Attendance Daily totals the agent’s time for the day: Staffed Time (how long the agent was logged in) plus ACD, ACW, Avail and AUX time. It does not list login or logout clock times — the Login/Logout report shows those. Choose the correct agent and date range before interpreting either report. Your available skills, agents, groups, and report choices depend on assigned access.

IMPORTANT

Logged in does not mean continuously available.

Attendance Daily shows how long the agent was staffed and how that time divided across ACD, ACW, Avail and AUX. The Login/Logout report shows when the session started and ended. Neither shows what the agent was doing moment to moment — pair them with the appropriate state or AUX reporting.

SUPERVISOR ROUTINE

Make Login/Logout review part of the daily check.

Review the Login/Logout report for the agents scheduled that day and confirm CMS shows the expected login session. A missing login or unexpected time is a reason to investigate the context—not, by itself, a conclusion about attendance or performance.

TWO QUESTIONS, TWO REPORTS
CHECK YOUR UNDERSTANDING

The Login/Logout report shows an agent logged in at 8:03 AM and logged out at 5:01 PM. What can you safely conclude from that report alone?

LESSON 12 OF 15 · RETURN ANYTIME

Historical skill reports: three levels of detail

Choose the granularity that matches the question.

~8 min
WHEN YOU FINISH

Choose Interval, Daily, or Monthly detail based on the time scale of the operational question you are investigating.

LISTEN

Interval, Daily & Monthly

View transcript

Think of Interval, Daily, and Monthly as three zoom levels in Historical reporting. They are different levels of reporting detail, sometimes called the grain of the report.

Use Interval when you need to understand what changed within a day. Use Daily when the useful comparison is one day against another. Use Monthly when you need a broader trend or summary. The right choice depends on the size of the question, and the available interval length depends on the reporting setup.

Imagine someone tells you, 'Callers had a difficult wait around 12:30 yesterday.' A Daily total may tell you the overall day was acceptable and completely hide the short period when the problem occurred. Start with Interval detail so you can isolate the time around 12:30. You may see volume rise, Average Speed of Answer increase, Service Level fall, and then recovery later in the afternoon.

That short window matters. A strong full-day average can still hide twenty or thirty minutes when callers had difficulty reaching us. Averages are useful, but they can smooth over the exact period you need to understand. Interval detail gives you the ability to find those windows, connect them to volume and availability, and decide whether a recurring pattern can be improved.

Now imagine the question is, 'Was Monday consistently worse than Tuesday?' Daily reporting may be the better starting point because the comparison is between whole days. If the question is, 'Has this skill's call volume been increasing over the last several months?' Monthly reporting gives you the broader trend without overwhelming you with interval detail.

More detail is not automatically better. The goal is to use the smallest level of detail that can answer the question, then widen the view if you need context. Starting too broad can hide the event. Starting too narrow can bury you in data when the question is really about a long-term trend.

Use the scrubber below and watch how the operational story becomes clearer when you look inside the day.

The key point is: match the time scale of the report to the time scale of the question. A short service problem needs short-period detail; a trend needs a broader view. Choosing the right zoom level is what turns a large amount of data into a useful answer.

CURRENT CMS SCREEN

Interval

Best for what happened within the day. Your available skills, agents, groups, and report choices depend on assigned access.

CURRENT CMS SCREEN

Daily

Best for comparing day-level performance.

CURRENT CMS SCREEN

Monthly

Best for a broader trend or summary.

EXPLORE
INTERVAL SCRUBBER

Move through a day and watch the story change.

This is why an interval view can answer questions a daily total cannot.

Selected interval8:00 AM
8 AM10 AM12 PM1 PM3 PM5 PM
Offered18
ASA0:12
Service level94%
Abandoned1
Early volume is light and service is strong.
INTERVAL, DAILY OR MONTHLY
CHECK YOUR UNDERSTANDING

A manager says service was poor around 12:30 yesterday. Which view would you start with?

LESSON 13 OF 15 · RETURN ANYTIME

Historical RONA reporting

Find missed ACD offers without assuming why they happened.

~7 min
WHEN YOU FINISH

Use Historical RONA to confirm the details of a no-answer event without inferring intent or cause from the report alone.

LISTEN

Historical RONA

View transcript

Historical RONA is a good example of the value of CMS evidence: it lets you go back after the fact and establish whether a no-answer event occurred.

The record can establish that an ACD call was offered to an agent and was not answered within the configured threshold. It can help you identify the agent, the skill, and the timing associated with the event. The call was redirected for continued handling, and the agent state changed according to the RONA behavior.

What the record does not establish by itself is why the agent did not answer. It does not tell you intent, and it should not be treated as a complete explanation of the situation.

Imagine a supervisor receives a question: 'Did Agent 6231 miss an ACD call yesterday afternoon?' Historical RONA can help answer that factual question. If the report shows the event, you can establish that an ACD offer was not answered within the threshold at the recorded time. If the next question is, 'Why did the agent miss it?' the RONA record alone is no longer enough. You may need to look at surrounding agent-state information or other relevant operational context, depending on the reason for the review.

The caller side matters too. A RONA means the caller's first offer was not answered and the call had to continue through ACD handling. One event may be an isolated occurrence. A pattern of RONA events, especially during periods of high demand, can add delay and deserves an operational look so the same experience is less likely to repeat.

This order matters. Start with what CMS can prove. Do not begin with a conclusion and then search the report for support. A no-answer record is not proof that an employee intentionally ignored a call, and the absence of an explanation in CMS is not permission to invent one.

The same discipline applies when you are coaching staff. Separate the event from the cause. 'A RONA occurred at 2:14 PM' is a reportable fact if the record shows it. 'The agent intentionally ignored the call' is a conclusion the RONA report does not establish. Fair, accurate interpretation protects both the caller experience and the integrity of the coaching conversation.

The key point is: evidence first, cause second, improvement third. Use Historical RONA to establish the event accurately, investigate the cause fairly when needed, and use patterns to strengthen caller access going forward. Used this way, CMS supports both fair coaching and better operations.

CURRENT CMS SCREEN

Historical RONA / Redirect-No-Answer report

Use the record to establish that the no-answer event occurred. Your available skills, agents, groups, and report choices depend on assigned access.

Do not over-interpret the record: a RONA entry is evidence of a no-answer event. By itself, it does not prove why the agent did not answer.
INVESTIGATE MISSED CALLS
CHECK YOUR UNDERSTANDING

What can a RONA record establish by itself?

LESSON 14 OF 15 · RETURN ANYTIME

Agent Groups

Make repeated reporting easier and more consistent.

~6 min
WHEN YOU FINISH

Use Agent Groups for repeat reporting and explain why group membership does not change routing, skill assignments, or permissions.

LISTEN

Agent Groups

View transcript

Agent Groups are a small CMS feature with a practical payoff when you repeatedly report on the same set of agents.

Instead of rebuilding the list every time, you define the group once, give it a useful name, and reuse it in reporting. This can make recurring supervisor work faster and more consistent, especially when the same team is reviewed every day or every week.

A good group name should make the department, function, team, or purpose understandable to someone other than the person who created it. Names such as 'Team A' may make sense today but can become confusing later. A name that identifies the department or function is easier for another supervisor to recognize and reuse.

Agent Groups are a reporting convenience. They do not change an agent's skill assignments, call routing, telephone configuration, login state, or permissions. Adding someone to an Agent Group does not make that person start receiving calls for a skill. Removing someone from a reporting group does not remove the person's ACD skill assignment. The group simply tells CMS which agents you want included together when you run certain reports.

Because recurring reports may depend on group membership, keep the group current when staff or responsibilities change. If a person transfers to another team and remains in the old reporting group, the next report can quietly include the wrong population even though the report itself runs perfectly.

For supervisors, that means the group definition is part of report quality. Accurate groups make it easier to monitor recurring availability and service patterns for the right team. They also make comparisons more trustworthy when you are looking for trends that could affect access or workload. Before relying on a recurring group report, especially after staffing changes, make sure the group still represents the people you think it does.

The key point is: Agent Groups make recurring reporting repeatable. They organize who is included in a report; they do not control who receives calls. Set up well and kept current, they save time and make recurring supervisor reporting more consistent.

CURRENT CMS SCREEN

Agent Groups

Saved groups let you report on the same set of agents repeatedly. Your available skills, agents, groups, and report choices depend on assigned access.

CURRENT CMS SCREEN

Create / Edit Agent Group

Use meaningful names; avoid creating unnecessary production groups during training.

SUPERVISOR SHORTCUT

Report on the team together when the question applies to the team.

If several agents share the same skills and you need the same recurring review, include them together in one report or use an Agent Group. You generally do not need to run a separate report for every agent. Keeping the population together makes recurring review faster and comparisons more consistent.

KEEP THE TEAM’S GROUP ACCURATE
CHECK YOUR UNDERSTANDING

What is the main benefit of an Agent Group?

LESSON 15 OF 15

Hands-On Challenge

Stop watching. Start navigating.

~15–20 min
WHEN YOU FINISH

Independently find CMS objects, choose appropriate reports, verify your inputs, and interpret the result for a real supervisor question.

LISTEN

Hands-On Challenge

View transcript

At this point, you have built a practical CMS supervisor toolkit. You know the difference between Administration, Real-Time, and Historical reporting. You can picture the ACD call path, recognize the difference between login and availability, choose the right level of time detail, and interpret RONA evidence without assuming a cause. Now use what you have learned instead of just reading about it.

The goal is not speed, and it is not memorizing a perfect click path. The goal is to build a repeatable way of thinking through a CMS request.

Start with the question. Decide whether the question is about an object you need to look up, something happening now, or something that happened in the past. Choose the correct agent, skill, group, date, or time range. Run the report. Then stop and make sure you understand what the result actually proves before you act on it.

Here are four supervisor-style examples.

If someone asks, 'Who is available to take a call right now?' the clue is right now. Start in Real-Time. The purpose is not simply to identify a green AVAILABLE state. It is to understand whether the team has enough immediate capacity for the callers who are waiting.

If someone asks, 'How many calls were offered yesterday from noon to one, and why did wait time rise?' yesterday and the defined one-hour period make this a Historical question. Preserve the interval detail rather than using a report that summarizes the entire day. Look at volume, staffing, and availability together before you decide what the pattern means.

If someone gives you an employee's name and asks for the person's CMS Login ID, start in Administration. Confirm the Agent ID before running reports that depend on it.

If someone asks whether a RONA event occurred yesterday, use Historical RONA to establish whether the no-answer event is recorded. Remember that the record establishes the event, not the reason it happened. Then consider whether the event was isolated or part of a pattern that could be adding delay for callers.

This practice is about lookup and reporting. Do not make changes to live CMS configuration as part of the exercise.

When a real request does not make sense, use this troubleshooting sequence before assuming CMS is wrong. First, restate the question. Second, verify whether the event is ACD or a direct extension call when call path matters. Third, verify the Agent ID, skill, or Agent Group. Fourth, verify the report category - Administration, Real-Time, or Historical. Fifth, verify the date, time range, and level of detail. Sixth, remember that your assigned access controls what you can see. Finally, ask what the result actually proves, what additional context may be needed, and whether any action is appropriate.

If you remember only a few things after training, keep this mental model. Administration helps you find the skills, agents, and groups that reporting uses. Real-Time is for what is happening now. Historical is for what happened during a defined past period. An ACD call and a direct extension call can reach the same person through different paths, so know which type of event you are interpreting. Agent state is not the same thing as login status. And CMS evidence should be interpreted for what it proves, without assuming a cause that the report does not contain.

Here is the larger connection. CMS is not the purpose of the work; it is a tool that helps us deliver what we stand for. Excellent service, compassion and respect, dependable access, teamwork, and continuous improvement all show up in the way an operation is managed. Our callers may be patients, caregivers, family members, or people navigating an important next step. The work can be complex, but the purpose is clear and positive: use good information to create the conditions for excellent service. The metrics should never overshadow the human interaction. They help us make each contact as clear, responsive, coordinated, and dependable as we can.

That is what makes CMS a valuable supervisor skill. When you can see workload clearly, recognize pressure early, distinguish a fact from an assumption, and identify patterns over time, you can support agents more effectively and make better operational decisions. This is operational excellence in practice: using visibility and good judgment to help a talented team do important work well.

Strong performance is not simply faster calls or more AVAILABLE time. Some conversations need time. Agents need appropriate after-call work and approved AUX time. Strong performance is a team that is prepared, responsive, accurate, compassionate, and able to connect callers with the help they need - while supervisors keep a clear view of access and capacity.

You should leave this course with confidence, not with the expectation that you have memorized every CMS screen. You now have a framework for figuring out where to begin, what to look for, and how to interpret what you find. And this is where the learning becomes especially useful: as real supervisor questions come up, the reports will become more meaningful because you will have a reason to use them and a method for finding the answer.

Before you finish, take a moment to use the feedback area you were told about at the beginning of the course. If you kept notes, this is the time to use them. You can choose to submit feedback anonymously or include your name. Tell us what helped the material click, what was unclear, what you would add, or where an example did not match the way the work happens in your area. Useful training should evolve along with the operation, and thoughtful learner feedback helps give the next supervisor an even stronger starting point.

You have now completed the core CMS training - and you now have a tool that can help you see the operation differently. You can recognize pressure while it is happening, investigate patterns after the fact, and make decisions with better evidence. The final takeaway is: question first, evidence before assumption, caller experience always in view. Choose the correct CMS object, report, and time period; interpret the result for what it actually proves; and use what you learn to support the agents doing this important work and the people who depend on us.

CMS is a powerful tool when you know what question you are asking. You now have the foundation to use it with purpose, confidence, and good judgment. That is a valuable skill here, and it is one you will keep building every time you use CMS.

TRY
PRACTICE BEFORE YOU DRIVE

Which area would you use first?

These are deliberately practical questions. Choose the best starting point.

1. “Which agents are available right now?”

2. “How many calls were offered yesterday between noon and 1 PM?”

3. “What is the Login for this agent?”

4. “Was there a RONA event yesterday?”

0 of 4 scenarios correct Use the feedback after each choice to understand why that CMS area fits the question.
FINAL SCENARIO
YOU DRIVE

Complete these tasks in your own CMS session.

  1. 1Find a skill you can access in Administration.
  2. 2Find an Agent ID and confirm the agent name / Login ID.
  3. 3Run Attendance Daily for an approved agent and date.
  4. 4Open a Real-Time Skill Report and identify queue / staffing fields.
  5. 5Run a Historical Skill report using Interval, Daily, and Monthly.
  6. 6Open the RONA report and identify one record if available.
  7. 7Optional: find an Agent Group used by your area.
The point is not speed. Find the path yourself, choose the correct input, run the report, and recognize what you are looking at.
THREE RULES TO KEEP
1Real-Time

What is happening now?

2Historical

What happened during the reporting period?

3Call type matters

ACD and direct extension calls behave differently.

RESOURCES

Resources for review and support.

These tools help you find a topic, answer a CMS reporting question, or get help with the training site. Using them does not change your lesson completion record.

✓

Completed lessons remain available for review. During your access period, you can return to any lesson you have already completed. After all 15 are complete, every lesson remains unlocked.

TOPIC FINDER

Find the lesson that matches your question.

Use this after you have started the course when you want to revisit a topic. Each lesson appears in one place so you always know where to look.

TRAINING PROGRESS

Your training progress

This page is your training record: overall status, access window, and lessons you have completed.

0%complete
COURSE STATUS

0 of 15 lessons complete

Start with Lesson 1 and continue in order.

ACCESS WINDOW45 daysBegins at first sign-in
TRAINING STATUSIn progressCompletion date appears here when finished
COMPLETED LESSONS

Your completion record

Up next: Lesson 1

No lessons are marked complete yet.

HELP & SUPPORT

Help with the training experience.

Use this page when you need help understanding how the site works, how completion is recorded, or where to get support.

ORIENTATION

Replay the site orientation

Review the short introduction to the training site, saved progress, lesson completion, and the resources available during your access period.

COMPLETION

How lesson completion works

On your first pass, lessons are completed in order. At the end of a lesson, choose Mark complete & continue. Your record updates and the next lesson becomes available.

AUDIO & TEXT

Listen, replay, or read

Narrated lessons include matching on-screen transcripts. You can replay audio, pause, or read the transcript at your own pace without affecting completion.

ENVIRONMENT-SPECIFIC HELP

Ask your supervisor when the example differs from your area

The course teaches CMS concepts and report paths. Your own skills, agents, groups, and assigned access may look different. Your supervisor can help connect the example to your team.

REFERENCE

CMS Quick Reference

Start with the question. Then go to the report that answers it.

I need to know…Start here
What state is an agent in right now?Real-Time → Agent → Agent Report
What is happening in a skill right now?Real-Time → Split/Skill → Skill Report
How is a defined group of agents doing right now?Real-Time → Agent → Agent Group Report
When did an agent log in or out?Historical → Agent → Login/Logout (Skill or Split) — daily
How long was an agent logged in, and how was that time spent?Historical → Agent → Attendance → Daily
How much AUX time did an agent have?Historical → Agent → AUX → Daily
How did a skill perform during the day?Historical → Split/Skill → Report → Interval
How did a skill perform by day?Historical → Split/Skill → Report → Daily
What is the broader monthly trend?Historical → Split/Skill → Report → Monthly
Did an agent have a RONA?Historical → Designer → Split/Skill → RONA
How did service level change by interval?Historical → Split/Skill → Service Level Interval
I need detailed agent trace information.Historical → Agent → Trace by Location
What is this skill ID / agent Login ID?Administration → Skills/Splits or Agent IDs
NOWReal-Time

Current state or queue condition.

THENHistorical

What happened during a defined period.

LOOKUPAdministration

Skills, Agent IDs, and Agent Groups.

SUPPORT

Need help with a CMS example?

Reach out to your supervisor first with any questions about the training or how the example applies to your work.