The two Avaya products are quite different so trying to make IQ work like CMS can be tricky but also in the end not really beneficial. A clear understanding of Agent states and when measures are attributed is required. e.g. ACDCALLS = Handles. Both attribute when a call completes wrap up (ACW). However IQ also has accepts (Answered Calls) which attribute when a call is answered. This improves service level analysis as IQ Acceptables is based upon accepts and CMS ACCEPTABLE is based upon ACDCALLS.
You may also notice the issue on CMS where a call seems to have been answered once the call center is closed. This is again due to ACDCALLS rather than accepts.
With good training the customization options on IQ are significant. You can use statements for calculated columns such as IF, CASE, TRUNC, SUBSTRING as well as facilities such as call profiles being a calculation such as:
total((if ( [Routing Point Measures].[Wait Dur., Seconds] between 0 and 20) then ([Routing Point Measures].[Abandons] )else (0)) for [Queue & Routing Point Performance].[Routing Point].[Routing Point],[Queue & Routing Point Performance].[Routing Point Group].[Routing Point Group])
This counts the abandoned calls for a VDN (Routing Point) that have had 0-20 seconds wait time. By adjusting the calculation you can put in any time option or use other data such as hold time or active (ACDTIME).