Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Data Storage Allocation Administration2-3
Prerequisite 
System 
Administration
2
lYou must have write permission for the Forecast subsystem.
lYou must run the Forecast Manager to actually retrieve data from 
the historical data tables. You can run the Forecast Manager either 
manually or in a timetable. The recommended method is to run the 
Forecast Manager on a timetable that executes every night. Run the 
Forecast Manager manually if the...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Data Storage Allocation Administration2-4
Field Descriptions2Intrahour split/skill data:
Enter the number of days of intrahour split/skill data that you want to 
store for use in split/skill forecasts.
lThe minimum number of days you can enter is 28. The maximum 
number of days is unlimited. However, you should store more than 
28 days of data only if you anticipate the need to run current day 
forecasts for days that have already passed....

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Data Storage Allocation Administration2-5
Special day data:
Enter, as a number of days, the length of time that you want CMS to store 
historical data for a special day. This is the data you will use to run a 
Special Day forecast when the next occurrence of the special day 
approaches.
lThis number applies to all splits/skills in the ACD.
lNormally, you will want to store special day data for 1 year (365 
days), since many special days,...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-6
Call Handling Profiles Administration2
Purpose2You define a call handling profile to specify the following call handling 
objectives for a split/skill:
lAverage speed of answer. The average time you are expecting or 
targeting callers to wait in queue before connecting to an agent.
lAverage agent service time. The average time you are expecting 
or targeting each agent to spend on an ACD call,...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-7
lIn defining the agent occupancy objective, remember that the 
objective is the percentage of time that you want the agents active 
on a call or in ACW. CMS uses the Erlang C algorithm, which 
assumes that each agent is available and waiting for a call if they 
are not on an ACD call or in ACW.
Therefore, do not include time agents are in Auxiliary (AUX) work in 
your agent occupancy objective....

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-8
For example, if your target average speed of answer is 30 seconds, 
the forecasted number of agents might be able to handle calls with 
an average speed of answer of 28 seconds.
To account for the differences between objectives and forecasted 
performance, split/skill forecasts include “Profile results” which show 
the average speed of answer, agent occupancy, and percent within 
service level that...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-9
Field/Action List 
Usage
2
Add
To add a call handling profile, complete the Current profile: field 
to assign the profile number, and select Add. 
Copy
To copy the contents of another profile, select Copy.
Delete
To delete a profile, complete the Current profile: field, and select 
Delete.
Find one/List all
To display the split/skill name(s) and a description(s) of the split/skill, 
select Find one...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-10
Copy Window2When you select Copy on the Call Handling Profiles window, the 
following Copy window displays. See Figure 2-3
.
 
Figure 2-3:  Copy Window
Field Descriptions2Copy from:
Enter the number, from 1 to 100, of the call handling profile whose 
contents you want to copy to the new profile number. 

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-11
Get Contents 
Window
2
When you select Get contents on the Call Handling Profiles window, 
the following Get Contents window displays. See Figure 2-4
. 
Figure 2-4:  Get Contents Window
Field/Action List 
Usage
2
Add
To add objectives for one intrahour interval, complete all fields, and select 
Add. Intervals may only be added one at a time.
Delete
To delete objectives for one or more intrahour...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-12
Field Descriptions2Interval start time:
Enter a time of day in hh:mm format, either as military time (for example, 
13:30) or with am or pm appended (for example, 10:15am).
lWhen viewing, modifying, or deleting objectives, you may specify 
multiple intervals with:
— A range (for example, 7:00am-12:00pm)
— A series (for example, 7:00am;7:30am;4:30pm;5:00pm)
— A series of ranges (for example,...