Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report6-19
Trunk Performance Report6
This section includes all the algorithms used in the Trunk Performance 
report.
Algorithm for 
Tru nk  
Performance
6
This algorithm estimates, at the busiest intervals in the specified time 
period, the number of trunks required to meet your objective blocking 
percentage.
To determine the actual blocking percentage for a trunk group, 
CentreVuCMS uses the following...

  How the Forecast System Generates Data CentreVu CMS R3V5 Forecast  585-215-825
Trunk Performance Report6-20
Compare the estimated carried load found in Step 6 with the actual 
carried load found in Step 2.
If the estimated carried load is greater than the actual carried load:
a. Return to Step 3, and replace the upper boundary with the 
midpoint previously found in Step 4.
b. Repeat Step 4 to find the new midpoint of the lower and upper 
boundaries.
c. Repeat Steps 5 through 7.
If the estimated carried...

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-1
Glossary
Abandoned CallA call in which a caller hangs up before receiving an answer from an agent. 
The call could be queued to a split or in the vector/VDN before abandoning.
Access PermissionsPermissions assigned to a CMS user so that user can access different 
subsystems in CMS or administer specific elements (splits/skills, trunks, 
vectors, etc.) of the ACD. Access permissions are specified as read or write 
permission. Read permission means...

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-2
AlgorithmA prescribed set of well-defined rules or instructions for the solution of a 
problem; for example, the performance of a calculation, in a finite number 
of steps. Expressing an algorithm in a formal notation is one of the main 
parts of a software program.
Automatic Call 
Distribution (ACD)A switch feature. Automatic Call Distribution (ACD) is software that 
channels high-volume incoming call traffic to agent groups (splits or 
skills)....

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-3
Cost ProfileA set of objectives describing costs and revenues used in calculating 
financial forecasts. 
Current Day 
ConfigurationA set of input parameters that describe how Forecast Manager is to 
calculate a Current Day Forecast for a specified split/skill.
Current Day ForecastA forecast for today calculated by the Forecast Manager (usually in the 
early morning on a timetable after Daily Summarizing).
Current TrendingA forecast method in which...

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-4
Forecast Input DataThe split/skill and trunk group data collected from the historical data 
tables and stored in special forecast tables. (Also known as Forecast 
Data.)
Forecast ManagerThe process which collects forecast input data from historical data, 
manages the forecast data, and calculates configured Current Day 
Forecasts.
Forecast ReportsThese reports display expected call traffic and agent/trunk group 
requirements for your call center for...

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-5
Special Day ForecastA forecast for an unusual day (for example, a holiday) based on specially 
saved historical data.
Top SkillAn agent’s top skill is the agent’s highest-level, first administered skill. If 
the agent has no other skills at that same level, then the top skill 
represents that skill for which it is most likely that the agent will take calls.
Tr e n di n gUsed in forecasting. The overall direction of change in call volume over 
time....

  Glossary CentreVu CMS R3V5 Forecast  585-215-825
GL-6 

  Index CentreVu CMS R3V5 Forecast  585-215-825
IN-1
Index
A
Agent Occupancy, Definition .  .  .  .  .  .  .  .  .  .  .   1-4
Agent Positions Required Report
Agent Positions Required Input Window.  .  .  .   4-4
Agent Positions Required Report Description .   4-7
Agent Positions Required Report Example  .  .   4-6
Algorithm.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-14, 6-16
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   4-3
Algorithms, Forecast
Agent Positions Required  ....

  Index CentreVu CMS R3V5 Forecast  585-215-825
IN-2
Algorithm For Special Day Forecasts .  .  .  .  .  6-13
Algorithms .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7
Definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   1-4, 3-1
Forecast Methods .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-7
Forecast Manager Administration
Forecast Manager Window  .  .  .  .  .  .  .  .  .  .  2-31
Guidelines .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-29
Start-Up Tasks.  ....