Did you know that CMS Supervisor licenses are used exactly as their name suggests, only for CMS Supervisor application instances? Yes, they are–and it means that terminal access is not limited. Teach your supervisors or managers to use that “scary text interface” and you can save your company a chunk of $$ on supervisor licenses.
Agent licenses are different, though, they work in more complicated way. CMS has means of enforcing the number of concurrent agents working to licensed amount–but only for skills monitored by CMS itself. Let me put it this way: if you have X agents licensed on CMS and define some skills on ACD with “Measured” field set to “external” or “both”, then you can have X agents working simultaneously have these skills assigned to them, either one skill or several, it doesn’t matter. What matters is the number of agents across the skills monitored by CMS. An X+1 agent trying to log in the ACD will hear reorder tone and CM will throw a denial event.
Now consider how many agents in your call center really need all the CMS data. Probably not all: IVR ports, reception desk, HR, internal technical support–whatever skills are not critical, can be spared from CMS monitoring. Set their hunt groups to be measured only for “internal” and voila, they won’t utilize CMS agent licenses any more. You can still monitor these agents’ performance with BCMS reports and BCMS Vue, though, so there’s not much lost this way–except agent administration, agent trace, detailed call history and other CMS features, that is. But it’s a question of costs vs. gains all over again.