Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-63
Table 3-7:  Hypothetical Financial Forecast Report Description 
Report Heading What It Means
ACD for Call 
Handling ProfileThe ACD of the call handling profile used in the forecast.
PrintedThe date and time the report was run.
ACD for Costs 
ProfileThe ACD of the costs profile used in the forecast.
Forecast for dayThe relative date in the future for which you want the forecast 
information....

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-64
Agent Occ % 
[Call Handling
Profile 1]The targeted average percentage of time agents should spend on ACD 
calls while logged in. This objective is specified in the Call Handling 
Profile selected in the Hypothetical Financial report input window.
Avg Serv Time 
[Call Handling
Profile 1]The targeted average number of seconds each agent should spend on 
an ACD call, including talk time and...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
General Information4-1
4 Requirement Forecast Reports
General Information4
The following two requirement forecast reports can tell you, given specific 
call handling objectives, how many calls you can handle.
Requirement forecast reports do not require set up and do not use historical 
data. Therefore, you can begin using these reports immediately.Agent Positions 
Required ReportThe Agent Positions Required Report provides 
a table...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Guidelines for Requirement Reports4-2
Guidelines for Requirement Reports4
lUse the Agent Positions Required report to determine the number of 
calls that can be handled by a certain number of agents during an 
interval given your objectives.
lUse the Agent Positions Required report to explore the effects of 
changing your call handling objectives. The calculation of Calls 
Carried/Interval field uses the input objectives as boundary...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-3
Agent Positions Required Report4
Purpose4The Agent Positions Required Forecast generates a table that tells you, 
given specific call handling objectives, how many calls per intrahour 
interval can be handled by variable numbers of agents.
The Agent Positions Required Forecast is a quick calculator that lets you 
see how adjustments to call handling objectives can affect your agents 
call handling...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-4
Agent Positions 
Required Input 
Window
4
To run an Agent Positions Required Forecast, use the Agent Positions 
Required Input window (Figure 4-1
).
Figure 4-1:  Agent Positions Required Input Window
Field Descriptions4Average speed of answer:
Enter a number of seconds to define the targeted or expected average 
wait time for calls to the split/skill.
Average agent service time:
Enter a number of...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-5
Agent occupancy:
Enter a number, 0 to 100, to specify the percentage of time agents should 
spend, while logged in, on ACD calls. This percentage should include 
after-call-work.
Number of agents:
Enter a number of agents or a range of agents for which you want to see 
the number of calls that can be handled.
Gradations (y/n):
Enter y if you specified a range of agents, but you want 
CentreVu CMS 
to...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-6
Agent Positions 
Required Report 
Example
4
A description of each report item follows the report example in the Agent 
Positions Required Report Description table.
Figure 4-2:  Agent Positions Required Report Example 

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-7
Table 4-1:   Agent Positions Required Report Description 
Report Heading What It Means
Average Speed of 
AnswerThe targeted average time calls should wait before an agent answers. 
You define this parameter on the Agent Positions Required Input 
window. 
Average Agent 
Service TimeThe targeted average time each agent should spend on an ACD call, 
including talk time and after-call-work time. You...

  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-8
Trunks Required Report4
Purpose4The Trunk Required Forecast generates a table that tells you how many 
calls per intrahour interval can be handled by variable numbers of trunks. 
The trunk blocking probability and holding time per call that you specify 
also affect the number of calls that the trunks can handle.
The Trunks Required Forecast is a quick calculator that lets you see how 
adjusting the number of...