CMG Quality Manager (QM) enables measuring of real time and historical traffic in the system for evaluating the handling of incoming calls, i.e. call flow. Different aspects of the call flow can be visualized in reports containing a graphic view as well as in a table with the selected information. CMG QM Wallboard provides a real time view of the traffic, and the tool used to generate statistical reports is a web based application. CMG QM requires the ACS platform for data collection.

With the CMG QM system, operations can be viewed from nearly any angle in order to increase switchboard productivity. Traffic reports generate tables and graphs for incoming calls, answered or abandoned, and the total number of calls by specific days, weeks or months or reports over average queue times for incoming calls. It is also possible to monitor the duration of various calls, e.g. direct, forwarded or recalls.

All reports are flexible and allow the user to choose the scope based on a number of parameters. These reports are divided into four groups:

• Traffic reports show data flow through the system as a whole
• Customer reports show data concerning a specific customer
• Queue reports show comparison between all queues on various aspects
• Attendant reports monitor the attendants performance