Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-13
Service level:
Enter a number, 1 to 99, to specify the percentage of calls that you are 
expecting or targeting to be answered by agents within the specified 
number of seconds.
lEnter the number of seconds that you are targeting as an 
acceptable speed of answer for most calls.
lCMS will forecast just enough agents so that, within the specified 
number of seconds, they can answer a percentage of...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-14
Current Day Configuration Administration2
Purpose2You must define a current day configuration for a split/skill to define the 
forecast method and additional forecast parameters CMS uses to 
generate current day forecast data.
The kinds of parameters you specify in a current day configuration are 
the same as those you specify at run time for other types of split/skill 
forecasts. However, you...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-15
Figure 2-5:   Generating Current Day Forecast Data
Things to Know 
Before You Start
2
lYou must administer a Current Day configuration for each split/skill 
for which you want current day forecasts.
lIf you change a split(s)/skill(s) current day configuration, but the 
Forecast Manager has already generated the forecast data for the 
day you want, you can rerun the Forecast Manager for the day,...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-16
have to run the report via the Reports: Current Day Input window or 
schedule it in a Timetable. See Figure 2-6
.
lIf any historical data point had unusual call traffic, and a current day 
forecast will use data from that data point, you may want to de-
emphasize that data point in the forecast.
Prerequisite 
System 
Administration
2
lYou must have write permission for the Forecast subsystem and...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-17
Field/Action List 
Usage
2
Add
To add a Current Day Configuration, complete all fields, and select Add.
Delete
To delete a configuration, complete the Split(s)/Skill(s): field, 
and select Delete.
Find one/List all
To display the split(s)/skill(s) name(s), select Find one or List all.
Modify
To modify a configuration, complete the Split(s)/Skill(s) field 
and any fields you want to change, and...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-18
First interval start time field. CentreVu CMS will 
generate forecast data through the end of this intrahour interval.
lThis time tells CentreVu CMS which intrahour interval is the last 
interval it should include in each current day forecast.
Call handling profile:
Enter the number, 1 to 100, of the call handling profile that 
CentreVu 
CMS will use to generate forecast data.
Forecast method:...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-19
Number of days of current day forecasts to save:
Enter a number, 1 to 999, to tell 
CentreVu CMS how many current day 
forecasts to save for the split/skill.
lIf you enter 365 and run a forecast for the split/skill every day, 
CentreVu CMS will save each current day forecast for a year. This 
means that you will be able to redisplay or reprint a current day 
forecast that is up to 1 year old....

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-20
Costs Profile Administration2
Purpose2You define costs profiles to specify the following objectives for a split/skill:
lCost per call
lCost per agent
lRevenue per call.
Things to Know 
Before You Start
2
lIn the Financial and Hypothetical Financial Forecasts, 
CentreVuCMS will use the costs profile, along with forecasted calls 
carried, to forecast “financial information” (both costs and profit and 
the...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-21
Costs Profile 
Window
2
Use the Costs Profile window (Figure 2-7) to define a costs profile.
Figure 2-7:   Costs Profile Window
Field/Action List 
Usage
2
Add
To add a costs profile, complete the Current profile: field to 
assign the profile number, and select Add. 
Copy
To copy the contents of another profile, complete the Current 
profile: field, and select Copy.
Delete
To delete a profile, complete the...

  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-22
Field Descriptions2Current profile:
Enter the number, 1 to 100, of the costs profile you want to view, add, 
modify, or delete.
Description:
Enter a description of the profile.
Copy Window2When you select Copy on the Costs Profiles window, the following Copy 
window displays.
Figure 2-8:   Copy Window
Field Descriptions2Copy from:
Enter the number, 1 to 100, of the costs profile whose contents you want 
to...