BCMS vs CMS

[melitzana]

Hi Guys
Can someone give a quick overview of the differences between BCMS and CMS? I know CMS is the KING of reports..just a high level comaprison? Thank you!!!

[pife]

The biggest difference between the two is length of storage and flexibility in reporting. BCMS only stores data for the most recent 24 hours. In CMS you can size your system as needed and define how long you want to store your data. For example, we keep 13 months worth of data. CMS also has the capability of creating custom reports (in addition to the numerous canned reports). In addition, you can create custom calculations. For example, our contact center views ACD time as ACDTIME + HOLDTIME. We have created custom reports to reflect this.

[LauraH]

Pife is correct, not only can you store the data much longer, your reporting options are tremendously enhanced. Some other differences are that you can access the CMS database directly (via odbc) and query the data; also, the CMS can have workforce management and other custom feeds. Also, BCMS and CMS track data slightly differently - BCMS (which also feeds vu-stats) is interval-based, while CMS is event-based. This means that a call that crosses intervals will get pegged in the first interval in BCMS and the last interval in CMS. This often causes confusion since CMS reports will not exactly match vu-stats. Unless you have a high volume call center(s) that demands very specialized reporting, BCMS may be acceptable, as well as much cheaper.

[surakmn]

There are add ons like BCMSVu (or whatever they are calling it these days) which can run on a server or a stand alone PC. This collects BCMS data from the switch then other users with a small client on their desktop connect and can run reports. This greatly enhances your archival ability, and allows you to run prettier reports, but it has limitations. It only captures BCMS data, which isn't as complete as CMS data so some reports simply aren't available. Also, it can be licensed for 1, 5 or 10 users so it's not an option for large call centers with lots of supervisors running reports. In that type of environment you'd want CMS anyway.

[william010]

I think that there is a mistake about the data store of BCMR.
We use BCMR and we can see the data 4 years back. The problem with BCMR is that when the data is corrupt you mist some old data after restore. Its happend 2 times over here. The result is that when you make a long record you will see that the record missing a week or something like that over a year.
We dont use CMS so I can not compere the differents between BCMR.
William

[wil]

BCMR is different from BCMS which explains the difference in storage periods. The 24 hours that was mentioned for BCMS is correct for the hourly reports. Daily BCMS reports are archived for 24 days.