CMS Supervisor R20

Avaya CMS Supervisor R20 is the Windows-based client for Avaya Call Management System (CMS). It gives contact center supervisors, analysts, and managers real-time and historical visibility into operations running on Avaya Aura and Avaya Elite. With CMS Supervisor R20, teams can monitor performance, investigate trends, and take informed action to improve service levels and agent productivity.

Key capabilities

• Real-time monitoring of queues, skills/splits, VDNs, trunk groups, and agent activity
• Extensive historical reporting with built-in templates for agents, skills, VDNs, and call flow analysis
• Customizable reports with filtering, calculated fields, thresholds, and charting; export to CSV and other common formats
• Thresholds and alerts to highlight KPI exceptions (for example, service level, ASA, abandon rate, occupancy)
• Consolidated views across multiple skills and sites to support enterprise-wide oversight
• Role-based access controls and secure connectivity to the CMS server
• Tools for supervisors to view and, when permitted, adjust agent states and skill assignments
• Scheduling and distribution of reports to streamline recurring operational reviews

Who it’s for

• Contact center supervisors, team leads, and operations managers who need live visibility and rapid intervention
• Business and workforce analysts who require detailed historical data for planning, staffing, and performance reporting
• IT and telecom administrators who support Avaya contact center environments and need consistent, reliable metrics

Benefits

• Improve service levels with immediate insight into queue conditions and agent performance
• Optimize staffing and routing decisions using accurate, drill-down reporting
• Reduce manual effort with reusable, scheduled reports and exports for stakeholders

Note: CMS Supervisor R20 requires an Avaya CMS R20 server environment. For detailed compatibility and system requirements, consult the official Avaya documentation.

CMS Supervisor R20 is developed by Avaya. The most popular version of this product among our users is 20.0. The name of the program executable file is acsRun.exe.