Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-13
Longterm Report 
Input Window
3
To run a Longterm Forecast, you must complete the Longterm Input 
window (Figure 3-5
).
Figure 3-5:  Longterm Input Window
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a longterm 
forecast.
Forecast date (mm/dd/yy or +n):
Enter a date as a relative day (for example, 12 means 12 days after 
today) or in mm/dd/yy format. This is...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-14
Last interval start time:
Enter a time of day in hh:mm format, either as military time or with am or 
pm appended (for example, 10:15am).
lThis time tells CentreVu CMS which intrahour interval is the last 
interval it should include in each longterm forecast.
lThe time should match the beginning of an intrahour interval. 
CentreVu CMS will generate forecast data through the end of this 
intrahour interval....

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-15
The base date should be a day when the call center activity was 
similar to that expected for the current day.
lCurrent trending—CentreVu CMS will use data from data 
points in the previous 4 days or weeks and will generate a forecast 
that projects growth or shrinkage based on the trend of that data.
lExpected calls—CentreVu CMS will not forecast the number of 
calls to the split/skill. Instead, 
CentreVu...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-16
Report destination (Select one):
Enter an x next to Terminal, Printer, or File.
lTerminal is the default destination.
lIf you selected Printer and want to use a printer other than your 
default printer, enter the printer name in addition to the x.
lIf you selected File, enter a file name. If the file name already 
exists, the existing file is overwritten with the new report data. The 
file is in your home...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-17
Longterm 
Forecast Report 
Example
3
A description of each report item follows the report example in the 
Longterm Forecast Report Description table.
Figure 3-6:  Longterm Forecast Report Example 

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-18
Table 3-2:  Longterm Forecast Report Description 
Report Heading What It Means
ACDThe ACD of the forecasted split/skill.
PrintedThe date and time the report was run.
Split/SkillThe name of the split/skill for the forecast.
Forecast forThe date for which you want the forecast.
Historical data 
used The current data points used for the forecast, and their respective 
weights (0 to 10), as specified on the...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-19
Agent Occ %
[Call Handling 
Profile]The targeted average percentage of time agents should spend on ACD 
calls while logged in. This objective is specified in the Call Handling 
Profile selected in the Longterm Input window.
Avg Serv Time 
[Call Handling 
Profile]The targeted average number of seconds each agent should spend on 
an ACD call, including talk time and ACW time. This objective is 
specified in...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-20
Financial Report3
Purpose3The Financial Forecast tells you, for any day up to 35 days in the future, 
the following for each intrahour interval in the day:
lHow many calls you can expect for a split/skill
lHow many agents you will need to handle those calls
lHow much your profit margin will be.
Figure 3-7:  Financial Report Administration Overview
NoteFor a detailed explanation of how CentreVu CMS generates...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-21
Prerequisite 
System 
Administration
3
lYou must have read permission for the Forecast subsystem and the 
split/skill for which you are running the forecast.
lYou must have defined a call handling profile to use with the 
split/skill for which you are running a forecast.
lYou must have defined a costs profile to use with the split/skill for 
which you are running a forecast.
lFor you to get accurate...

  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-22
Forecast date (mm/dd/yy or +n):
Enter a date as a relative day (for example, 12 means 12 days after 
today) or in mm/dd/yy format. This is the date for which you want to 
forecast call traffic and required agents. A maximum of four digits are 
allowed.
First interval start time:
Enter a time of day in hh:mm format, either as military time or with am or 
pm appended (for example, 10:15am).
lThis time tells...