Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report Example5-7
Table 5-1:  Trunk Performance Report Description
Report Heading What It Means
ACDThe ACD of the trunk group(s) in the report.
PrintedThe date and time the report was run.
__ to __The start and stop dates of the historical data 
CentreVu CMS used in the 
report.
Trunk Group No. 
NameThe number and name of the trunk group(s) included in the report.
Avg/Use TrunkThe average number of seconds each trunk in...

  Trunk Performance Report CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report Example5-8 

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
General Information6-1
6 How the Forecast System Generates Data
General Information6
This chapter describes how the Forecast subsystem generates the data for a 
forecast. Algorithms are included for the following:
l“Call Volume/Agents Forecast Reports” 
l“Requirement Reports” 
l“Trunk Performance Report” 
This information is provided to help you understand forecasting. 

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-2
Call Volume/Agents Forecast Reports6
This section includes all of the algorithms used for Call Volume/Agents 
Forecast Reports. For the 
CentreVu™CMS to use the algorithms for 
forecasting, you must first define the following types of information: 
lWhich dates of data to use
lWhich forecast method to use.
Algorithm for 
Current and 
Seasonal Data 
Points
6
Forecasting uses algorithms...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-3
You use Current Data Points for all of the Call Volume/Agents Forecast 
Reports based on historical data. The system does the following:
1. Gets todays date
2. Determines the day-of-week of the forecast day
3. Calculates the number of days from today to the forecast day (z)
4. Assigns X for the value of the number of days between historical 
data. Acceptable values are 1 or 7
5. Finds...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-4
Example 1: Current 
Data Points
6
Assume that today is 5/24/97 and you have entered the following 
parameters for a report:
l6/1/97 as the forecast date
l1 as the number of days between historical data points
lCurrent trending.
The current data points are determined as shown below.
Figure 6-2:  Current Data Points Example= today
= current data points (C1 = 5/23, C2 = 5/22, etc.)=...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-5
Seasonal Data Points6Figure 6-3 shows which dates of data to use for the seasonal data points.
Figure 6-3:  Seasonal Data Points Graphic Example
If seasonal trending is used, the algorithm continues:
7. Gets the seasonal trend base date.
8. Finds season day S0. S0 = seasonal trend base date + z.
9. Finds the closest seasonal day S1. S1 = seasonal trend base 
date -y
10. Finds the...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-6
Example 2: Seasonal 
Data Points
6
Assume that today is 5/28/96, and you have entered the following 
parameters for a report:
l6/5/97 as the forecast date
l7 as the number of days between historical data points
lSeasonal trending with the base date = -364.
The current and seasonal data points are determined as shown below:
Figure 6-4:  Seasonal Data Points Example= seasonal trend base...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-7
Algorithm for 
Forecast Calls 
Carried
6
This section includes all of the algorithms used to calculate Call 
Volume/Agent Forecast Reports:
l“Forecast Methods” 
l“Algorithm for FCC Intraday” 
l“Algorithm for FCC Special Days” 
l“Algorithm for Number of Agents Required” 
l“Algorithm for Estimated Margin.”
Forecast Methods6This algorithm computes the Forecast Calls Carried (FCC) for each...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-8
No Trending (Weighted Average of Data): 
1. Find the Weighted Average of Calls Carried (WACC) for the current 
data.
a. Multiply the Number of Calls Carried (NCC) in each intrahour 
interval for historical days C1 through C4 by the assigned data 
weights.
b. Add the weighted data together, and divide that sum by the 
sum of the individual weights.
The equation for WACC is as follows:...