Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-33
Table 3-4:  Intraday 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 the forecast.
Forecast forThe date for which you want the forecast information.
Forecast methodThe method, as specified on the Current Day Configuration window, 
used to determine forecast data:...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-34
Service Level % 
[Call Handling 
Profile] The targeted percentage of calls that the split/skills agents will answer 
within the time specified in the Service Level sec field.
Service Level sec 
[Call Handling 
Profile]The targeted number of seconds within which the Service Level % of 
calls should be answered. This objective is specified in the Call 
Handling Profile selected in the Current Day Configuration...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-35
Special Day Report3
Purpose3The Special Day Report tells you, for a special day, how many calls you 
can expect for a split/skill in each intrahour interval and how many agents 
you will need to handle those calls.
Figure 3-13:  Special Day Report Administration Overview
Things to Know 
About Report 
Data
3
lA special day, like a holiday or a special promotion day, may have 
unique characteristics. As a...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-36
Prerequisite 
System 
Administration
3
lYou must have previously defined the special day on the 
Administration: Special Days window.
lYou must have defined a call handling profile to use with the 
split/skill for which you are running a forecast.
lThe Forecast Manager must have collected data for a previous 
occurrence of that special day. If not, you may manually run the 
Forecast Manager to collect...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-37
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a special 
day forecast.
Forecast date (mm/dd/yy or +n):
Enter a date as a relative day (for example, 12 means 12 days after 
today) or in mm/dd/yy format. This is the date for which you want to 
forecast call traffic and required agents.
First interval start time:
Enter a time of day in hh:mm format, either as...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-38
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.
(optional) Expected calls:
CentreVu CMS will not forecast number of calls to the split/skill. Instead, 
CentreVu CMS...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-39
Special Day 
Forecast Report 
Description
3
A description of each report item follows the report example in the 
Special Day Forecast Report Description table.
Figure 3-15:  Special Day Forecast Report Example
Table 3-5:  Special Day 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...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-40
Forecast Calls 
CarriedThe number of calls forecasted to arrive at the split/skill for the 
associated intrahour interval.
Number Agents 
ReqdThe number of agents that must be logged into the split/skill for the 
intrahour interval in order to handle the forecasted calls, given the call 
handling objectives.
Avg Speed 
Answer [Call 
Handling Profile]The targeted average time calls should wait before an...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-41
Hypothetical Data3
Purpose3Prior to running a Hypothetical Report or a Financial Hypothetical Report, 
you must decide how you want to gather data for your reports. 
To define hypothetical data, you may:
lEnter new data in the hypothetical data table from scratch. 
For example, if you anticipate a future day whose call volume will be 
different from any days in the past, you might want to enter all data...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-42
Copy Historical 
Data
3
lUse the Copy Historical Data window (Figure 3-16) to copy historical 
data for a split/skill from the forecast input table into the hypothetical 
data table.
lYou can use this data, either immediately or after editing it, to run 
hypothetical forecasts.
Things to Know 
Before You Start
3
lAlthough you can copy historical data from any split/skill in any ACD 
(real or pseudo-ACD),...