Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-23
The selected costs profile must include the intervals between the times 
you entered in the First interval start time: and Last 
interval start time: fields.
Days between historical data points (1 or 7):
Enter 1 or 7 to specify the number of days between data points.
lIf you enter 1 to specify that data points will be 1 day apart, you can 
run the forecast for up to 7 days in the future.
lIf you enter 7 to...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-24
Change factor:
Enter a number from 1 to 1000. This number tells 
CentreVu CMS, as a 
percentage, how much it should increase or decrease the number of calls 
carried it finds in its initial forecast. 100 means no change. 1000 means 
the forecast calls carried should be multiplied by 10.
Do you want to de-emphasize any data (y/n)?
Enter a y if you want to de-emphasize data or an n if you do not want to...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-25
Financial Forecast 
Report Example
3
A description of each report item follows the report example in the table 
“Financial Forecast Report Description.”
Figure 3-9:  Financial Forecast Report Example
Table 3-3:  Financial Forecast Report Description
Report Heading What It Means
ACDThe ACD of the forecasted split/skill.
PrintedThe date and time the report was run.
Split/SkillThe name of the split/skill for...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-26
Forecast methodThe method, as specified on the Financial Input window, used to 
determine forecast data:
lSeasonal trending
lCurrent trending
lNo trending
lExpected calls.
Base dateA past date, as specified on the Financial Input window, that is similar to 
the current date. This date is used only for seasonal trending. 
TimeThe start time of each intrahour interval included in the forecast.
Forecast Calls...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-27
Service Level % 
[Profile Results]The forecasted percentage of calls that the split/skill agents will answer 
within the time specified in the Service Level sec field. 
CentreVuCMS calculates this percentage after calculating the number 
of agent positions required to meet the call handling profile objectives. 
Normally, the forecasted percentage will be slightly higher than the 
Service Level % objective....

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-28
Intraday Report3
Purpose3The Intraday report gives you a forecast for the number of agents you will 
need for the remaining part of the current day. The Intraday Forecast 
adjusts the normal current day forecast to account for actual call volume 
in the early part of the day.
Things to Know 
About Report 
Data
3
lAt least one intrahour interval of data must be collected for the 
current day before an...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-29
* Historical Data must be collected prior to using the Intraday 
Forecast.
Figure 3-10:  Intraday Report Administration Overview
Prerequisite 
System 
Administration
3
lYou must have read permission for the Forecast subsystem and the 
split/skill for which you are running the report.
lYou must have defined a current day configuration for the split/skill 
for which you are running a forecast and the call...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-30
Intraday Input 
Window
3
To run an Intraday Forecast, you must complete the Intraday Input 
window (Figure 3-11
).
Figure 3-11:  Intraday Input Window
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want an intraday 
forecast.
First interval start time: [Historical time]
Enter a time of day in hh:mm format, either as military time (for example, 
13:30) or with am or...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-31
First interval start time: [Forecast time]
Enter a time of day in hh:mm format, either as military time or with am or 
pm appended (for example, 10:15am).
lThis time tells CentreVu CMS what interval should be the first 
interval in the intraday forecast.
lThe time must match the beginning of the current intrahour interval 
or an interval that has already passed.
lTo generate the forecast, CentreVu CMS will...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-32
Intraday Forecast 
Report Example
3
A description of each report item follows the report example in the table 
Intraday Forecast Report Description.
Figure 3-12:  Intraday Forecast Report Example