CMS stands for call management system, an application that tracks incoming and outgoing calls within a private branch exchange or automatic call distributor. It logs agent performance, queue wait times, and call duration, providing supervisors with real-time dashboards and historical reports. This data is critical for staffing adjustments and meeting service level agreements.
Pull the CMS report for the morning shift to see why our abandon rate spiked at nine.
Related terms
Call center
A centralized facility equipped to handle large volumes of inbound or outbound telephone requests.
PBX
A private telephone network used within a company or organization.
ACD
A telephony system that answers incoming calls and routes them to a specific agent or department based on predefined rules.