Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Guidelines for Call Volume/Agents Forecast Reports3-3
lIf the number of calls handled by a split/skill shows a strong trend 
that is unrelated to previous times, Current Trending may be an 
effective forecast method for you to use. Choose whether the Days 
between historical data points field is 1 or 7 based on the 
length of the current trend. If the trend so far is short, use 1; but if the 
trend is as long as a month, use...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Guidelines for Call Volume/Agents Forecast Reports3-4
close to the corresponding objective. By comparing the Profile 
Results and objectives and selecting the item in which the 
Profile Result is closest to the objective, you can determine 
which objective to change in the Call handling profile field 
to alter the Num Agents Reqd field.
NoteSee “Data Used for Call Volume/Agents Forecast” in this 
chapter and Chapter 6, “How the...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-5
Current Day Report3
Purpose3The Current Day Forecast tells you, for today, how many calls you can 
expect for a split/skill in each intrahour interval and how many agents you 
will need to handle those calls.
Since current day forecast data is saved for the number of days you 
specify on the Current Day Configuration window, you can retrieve 
current day forecasts for days past. You may want a current day...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-6
Prerequisite 
System 
Administration
3
lYou must have read permission for the Forecast subsystem and the 
split/skill for which you are running the report.
lYou must have defined a current day configuration for the split/skill 
for which you are running a forecast.
lThe Forecast Manager must have run and generated the current 
day forecast data before you can actually display the forecast.
lFor an accurate...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-7
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a current 
day forecast.
Forecast date (mm/dd/yy or -n):
Enter a date as a relative day (for example, -2 means 2 days ago and 
0 means today) or in mm/dd/yy format. This is the date for which you 
want a forecast of call traffic and required agents.
You can get a forecast for any date in the past, up to the...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-8
The file is in your home directory in the UNIX* system (/usr/) or 
Solaris system (/export/home/) unless you specify a full path name.
*UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open 
Corporation.
Current Day 
Forecast Report 
Example
3
A description of each report item follows the report example in the 
Current Day Forecast Report Description...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-9
Table 3-1:  Current Day Forecast Report Description 
Report Heading What It Measures Database Item Table
ACDThe ACD of the forecasted split/skill.ACD f_cday
f_cdayrep
PrintedThe date and time the report was run.
No database 
item.Not applicable.
Split/SkillThe name of the split/skill for the forecast.SPLIT f_cday
f_cdayrep
Forecast forThe date for which you want the forecast.ROW_DATE f_cday
f_cdayrep...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-10
Number Agents 
Req’dThe number of agents that must be logged 
into the split/skill for the intrahour interval in 
order to handle the forecasted calls, given 
the call handling objectives.NUMAGREQ f_cdayrep
Avg Speed 
Answer 
(Call Handling 
Profile)The targeted average time calls should 
wait before an agent answers. This 
objective is specified in the Call Handling 
Profile selected in the Current Day...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Current Day Report3-11
Service Level % 
(Profile Results)The forecasted percentage of calls that the 
agents will answer within the time specified 
in the Service Level sec field. 
CentreVu CMS calculates this percentage 
after calculating the number of agent 
positions required to meet the call handling 
profile objectives. Normally, the forecasted 
percentage will be slightly higher than the 
Service Level %...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-12
Longterm Report3
Purpose3The Longterm Forecast tells you, for any day up to 35 days in the future, 
how many calls you can expect for a split/skill in each intrahour interval 
and how many agents you will need to handle those calls.s.
Figure 3-4:  Longterm Report Administration Overview
Things to Know 
About Report 
Data
3
If you select 1-day-apart data points and one or more of those data points 
had no...