Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-9
Seasonal Trending: 
1. Find the Seasonal Trending Ratio (STR).
a. Multiply the Number of Calls Carried (NCC) for seasonal days 
S1 through S4 by the assigned data weights.
The NCC for a seasonal day includes the NCC for the whole 
day, not just one intrahour interval.
b. Add the weighted data together and divide that sum by the sum 
of the individual weights.
c. Divide the NCC for...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-10
Current Trending: 
1. Find the projected number of calls in each intrahour interval of the 
forecast date using a weighted quadratic least squares curve fit.
The weighted quadratic least squares curve fit is an algorithm that 
fits a curve to the current data. The algorithm uses the fitted curve 
as a trend, and projects the number of calls based on this trend. The 
algorithm works in...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-11
Expected Calls:  
1. Find the Weighted Average of Calls Carried (WACC) of the current 
data.
2. Divide the WACC for each interval by the sum of WACC for all 
intervals.
3. Multiply the quotient found in Step 2 by the Expected Calls (EC) to 
get the FCC for each intrahour interval.
WACCW1xNCCC1()W2xNCCC2()W3xNCCC3()W4xNCCC4() +++
W1W2W3W4+++...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-12
Algorithm for FCC 
Intraday
6
This algorithm computes the FCC for each intrahour interval in Intraday 
reports. The algorithm uses the NCC from intervals that have already 
passed and the FCC in the Current Day report to obtain a ratio of actual 
calls to forecast calls. Then, using this ratio, the algorithm scales the FCC 
for the remaining intervals in the day. The number of agents...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-13
Algorithm for FCC 
Special Days
6
This algorithm computes the FCC for each intrahour interval in Special 
Day reports. The algorithm computes the FCC using historical data 
collected from the previous special day. There is no trending; however, 
you may or may not specify Expected Calls which results in the following 
two algorithms:
No Expected Calls: 
1. Find the NCC in each...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-14
Algorithm for 
Number of 
Agents Required
6
This algorithm computes the Number of Agents Required for each 
intrahour interval in the following reports:
lLongterm
lFinancial
lCurrent Day
lIntraday
lSpecial Day
lHypothetical
lHypothetical Financial.
Use the following procedure:
1. Convert FCC to traffic load in Erlangs.
2. Set the number of agents to the load + 1.
3. Compute the initial...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Call Volume/Agents Forecast Reports6-15
Algorithm for 
Estimated Margin
6
This algorithm computes the Estimated Margin for each intrahour interval 
in Financial reports. The Estimated Margin is the difference between call 
revenue and call costs.
1. Multiply the Number of Agents Required (NAR) by the cost of each 
agent.
2. Multiply the Forecast Calls Carried (FCC) by the cost of each call.
3. Add together the products found...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Requirement Reports6-16
Requirement Reports6
This section includes all of the algorithms used in Requirement Reports:
l“Algorithm for Agent Positions Required” 
l“Algorithm for Trunks Required” .
Algorithm for 
Agent Positions 
Required
6
This algorithm computes how many calls a given number of agents can 
handle per intrahour interval. The number of agents can be a number or a 
range of numbers. The results of the algorithm...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Requirement Reports6-17
f. If any of the new objectives exceeds or falls below the 
objectives in the Call Handling Profile, set upper bound = 
midpoint. Otherwise, set lower bound = midpoint.
g. Compute the new midpoint.
h. If the new midpoint changed less than 0.001 from the previous 
midpoint, end the search. Return the midpoint as the load. 
Otherwise, repeat Steps d through h using the new midpoint.
3. Convert the load...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Requirement Reports6-18
where P = blocking probability, n = number of trunks, 
a = load in Erlangs (midpoint).
e. If 
P £ blocking objective, set the lower bound = midpoint. 
Otherwise, set the upper bound = midpoint.
f. If the midpoint is close enough, return the midpoint as the 
desired load. Otherwise, repeat Steps 
c through f.
This algorithm handles graduations the same way as the Agent Positions 
Required algorithm....