Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Preface CentreVu CMS R3V5 Forecast  585-215-825
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lCentreVu™ Call Management System Release 3 Version 5 
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lCentreVu™ Call Management System Release 3 Version 5 Real-
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  Preface CentreVu CMS R3V5 Forecast  585-215-825
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  Introduction CentreVu CMS R3V5 Forecast  585-215-825
What Is Forecasting?1-1
1 Introduction
What Is Forecasting?1
Forecasting is the method used to estimate, calculate, or predict the staffing 
and capacity for specified time periods in the future. With forecasting, you 
can predict the following:
lNumber of calls that you could receive during a specified time period
lNumber of agents that you will need to handle a specified volume of 
calls (for example, you can vary the input parameters for agent...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Purpose of Forecast Subsystem1-2
Purpose of Forecast Subsystem1
Use the Forecast subsystem to do the following:
lProvide you with the estimated number of agents and the number of 
trunks required for each intrahour interval.
lSet objectives for Automatic Call Distribution (ACD) activities 
involving agents, split(s)/skill(s), and trunk/trunk groups for which 
you want to get forecasting information about upcoming dates or 
time periods. You do this...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Types of Forecasting1-3
lEstimate how many calls can be carried by a given number of trunks 
per intrahour interval.
lEstimate a margin for predicting the difference between call revenue 
and call costs for each intrahour interval.
lGather forecast calls carried information for each intrahour interval 
in Special Day reports.
Types of Forecasting1
The Forecast subsystem allows you to set up the desired report 
prerequisites through Administration...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Getting Started with Forecasts1-4
Getting Started with Forecasts1
Before you start using the Forecast subsystem, you must do the 
following:
1. Read this chapter before you start.
2. Determine the type of forecasting you want to use.
3. Complete the start-up tasks for Administration.
4. Select the report from the menu options.
5. Determine which method (algorithm) you want to use.
6. Fill in the required report data entry fields.
7. Run the report....

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Getting Started with Forecasts1-5
Data Used for 
Split/Skill 
Forecasts
1
To forecast calls carried to a split/skill, CentreVuCMS uses historical 
intrahour interval data. Specifically, 
CentreVuCMS uses the sum of ACD 
and abandoned calls that the split/skill received in each interval. This sum 
of ACD and abandoned calls is called the Number of calls 
carried.
Data Points1The number of calls carried normally comes from the intrahour intervals 
from...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Getting Started with Forecasts1-6
lOne-week-apart data points are days in each of the preceding 4 
weeks and are the same day of the week as the forecasted day. 
Look at the example in Figure 1-2
. If the forecasted day is Thursday, 
June 5, and today is Wednesday, May 28, the data points would be 
the Thursdays on May 1, 18, 15, and 22.
Figure 1-2:  Sample Data Points—One Week Apart
For some types of split/skill forecasts, you specify at run time...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Getting Started with Forecasts1-7
Expected CallsYou enter the number of calls you expect for 
the forecasted day. 
CentreVuCMS checks the 
data points to find the percentage of historical 
calls that arrived in each intrahour interval. 
CentreVuCMS then distributes your expected 
calls among the forecast days intervals using 
those same percentages.
Seasonal Trending
CentreVuCMS finds the average number of 
calls per interval in the current data...

  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Getting Started with Forecasts1-8
Figure 1-3:  Sample Data Points—Seasonal Trending
For most split/skill forecasts, you must select the forecast method(s) at 
the time you run the report. However, for the Current Day and Intraday 
forecasts, you assign the forecast method in the Current Day 
Configuration window (see Chapter 2, “Forecast Administration— 
Current Day Configuration Administration”). The Special Day Forecast 
uses only Expected Calls...