Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-43
Copy Historical Data 
Window
3
To copy historical data for a split/skill from the forecast input table into the 
hypothetical data table, use the Hypothetical Data: Copy Historical Data 
window.
Figure 3-16:  Copy Historical Data Window
Field/Action List Usage
3Run
Enter any changes, and select Run.
Field Descriptions
3ACD: [Copy from]
Enter the number or name of the ACD that contains the split/skill data...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-44
Edit and View 
Hypothetical Data
3
Use the Edit Values window (Figure 3-17) to view, add, change, or delete 
the data in the hypothetical data table.
Things to Know 
Before You Start
3
lYou can edit data for only one data point and one interval at a time.
lThe only data you can change is the number of ACD calls per 
intrahour interval, since this is the only data used for hypothetical 
forecasts.
lWhen you...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-45
Edit Values Window3To view hypothetical data, you must use the Edit Values window 
(Figure 3-17
).
Figure 3-17:  Edit Values Window
Field/Action List Usage
3Add
To add a hypothetical data entry, complete all the input fields and select 
Add. 
Delete
To delete a hypothetical data entry, complete all the input fields, and 
select Delete.
Find one/List all
To display an existing hypothetical data entry,...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-46
Interval start time:
Enter the start time of the intrahour interval for which you want to edit 
hypothetical data.
ACDCALLS:
Enter the number of ACD calls you want considered for the specified data 
point and intrahour interval(s) when 
CentreVu CMS calculates the 
hypothetical forecast.
(optional) Interval length (15, 30, 60):
Enter, in minutes, the length of the intrahour interval you want to appear 
in...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-47
Change Data from 
30-Minute Intervals to 
15-Minute Intervals
3
1.In the Data point field, enter 
the data point whose intervals 
you want to change.
2.Select Find one to display the 
first interval of data in the data 
point.®
The ACDCALLS field 
displays the number of 
ACD calls for the first 
interval. The
 Interval 
length: 
field displays the 
length of the interval.
3.If desired, change the number of...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-48
9.Repeat Steps 1 through 8 for 
each 30-minute interval in the 
data point.
10.Repeat Steps 1 through 9 for the 
other three data points you want 
for your forecast. When you are 
done, you can run the 
Hypothetical Forecast with the 
new interval length.
NoteTo change data from 60- to 30-minute intervals or 60- to 15-
minute intervals, you use the same procedure as the preceding 
sample. However, to...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-49
Changing Data from 
15-Minute Intervals to 
30-Minute Intervals
3
1.In the Data point field, enter 
the data point whose data you 
want to change.
2.Select List all to display all 
of the 15-minute intervals of data.®
The List All window 
displays. The window 
contains all 15-minute 
intervals in the data point
.
3.Note the sum of data for the first 
two 15-minute intervals, and 
make the Edit Values...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-50
10.Repeat Steps 1 through 9 for the 
other three data points you want 
for your forecast. When you are 
done, you can run the 
Hypothetical Forecast with the 
new interval length.
NoteTo change data from 30- to 60-minute intervals or 15- to 60-
minute intervals, you use the same procedure as the preceding 
sample. However, to change from 15- to 60-minute intervals, you 
will need to delete three intervals...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-51
Hypothetical Report3
The Hypothetical Data Forecast lets you play with “what if . . .” scenarios. 
For example, you might ask yourself, “If, during the first week of selling a 
new product, Split 1 gets 1,000 calls per intrahour interval, how many 
agents will I need to handle them efficiently?” The hypothetical forecast 
can give you an answer to this scenario because the forecast uses data 
that you...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-52
Prerequisite 
System 
Administration
3
lData must exist in the hypothetical data table for each intrahour 
interval you specify for the forecast. For a forecast to make sense, 
all four data points in the table should have data for the intrahour 
interval(s).
lThe call handling profile you specify for the report must be defined.
lThe ACD from which you select a call handling profile must have the 
same...