Avaya CMS Reports

By connecting NICE Uptivity Performance Management to your contact center phone system, you can generate reports that deliver vital performance information and highlight where adjustments need to be made on an agent or group basis. For more information, see ACD Reports Overview.

Click-to-expand the types of reports below to see names and descriptions of all the AvayaOne of the many integrations available with Uptivity. CMSAn acronym for Content Management System - a computer application that allows publishing, editing, modifying, organizing, and deleting of content from a central interface. Reports available in NICE Uptivity Performance Management. Additionally, you can learn more about Report Options for this report.

CMS Administration Reports

Reports	Description
Call Work Codes	Lists the call work codes defined in the CMS.
Service Level Periods	Displays the service level periods for each split/skill for the starting date of the reporting period.
Splits	Lists the splits defined in the CMS.

CMS Call Work Code Reports

Reports	Description
Call Work	Reports on time spent in call work codes for each call work code in use on your CMS.
Call Work Code Time Trend	Reports on time spent in call work codes for each call work code in use on your CMS.

CMS Current Status Reports

Reports	Description
Agent Status	Presents current status of CMS agents.
Avaya CMS Agent Status Widget Report	Presents real-time Avaya CMS agent status information.
Avaya CMS Split Status Widget Report	Presents real-time Avaya CMS split status information.
Split Expected Wait Times	Presents the current expected wait times of CMS splits.
Split Expected Wait Times (Grouped)	Presents the current expected wait times of CMS splits summarized by Performance Management telephony groups.
Split Status	Presents the current status of CMS splits.
Split Status (Grouped)	Presents the current status of CMS splits summarized by Performance Management telephony groups.

CMS Group and Agent Reports

Reports	Description
Attendance	Presents the staff time with agent login and logout date/times.
Attendance Trend	Presents the staff time with agent login and logout date/times.
Aux Detail	Reports on time spent in aux mode, detailed by aux code.
Aux Detail Trend	Reports on time spent in aux mode, detailed by aux code.
Call Time Breakdown	Presents call activity and call durations by group and agent for the types of calls tracked by your CMS.
Call Time Breakdown Trend	Presents call activity and call durations by group and agent for the types of calls tracked by your CMS.
Performance Summary	Presents common agent-based performance metrics based on their CMS activity.
Performance Summary Trend	Presents common agent-based performance metrics based on their CMS activity.

CMS Split - Skill Reports

Reports	Description
Call Breakdown	Reports on quantity and duration of calls by call type.
Call Breakdown Trend	Reports on quantity and duration of calls by call type.
Inbound Call Handling	Reports on quantity and time spent handling inbound calls.
Inbound Call Handling Trend	Reports on quantity and time spent handling inbound calls.
Inbound Call Times	Reports on quantity and time spent handling inbound calls.
Inbound Call Times Trend	Reports on quantity and time spent handling inbound calls.
Performance Summary	Reports on quantity and time spent handling inbound calls.
Performance Summary Trend	Reports on quantity and time spent handling inbound calls.
Service Level: Abandoned Calls	Reports on abandon calls by each split's service level period.
Service Level: Abandoned Calls Trend	Reports on abandon calls by each split's service level period.
Service Level: Answered Calls	Reports on abandon calls by each split's service level period.
Service Level: Answered Calls Trend	Reports on abandon calls by each split's service level period.

CMS Split - Skill (Grouped) Reports

Reports	Description
Call Breakdown	Reports on quantity and duration of calls by call type, summarized by NICE Uptivity-defined groups of CMS split/skills.
Call Breakdown Trend	Reports on quantity and duration of calls by call type, summarized by NICE Uptivity-defined groups of CMS split/skills.
Inbound Call Handling	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Inbound Call Handling Trend	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Inbound Call Times	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Inbound Call Times Trend	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Performance Summary	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Performance Summary Trend	Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills.
Service Level: Abandoned Calls	Reports on abandon calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills.
Service Level: Abandoned Calls Trend	Reports on abandon calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills.
Service Level: Answered Calls	Reports on answered calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills.
Service Level: Answered Calls Trend	Reports on answered calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills.