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Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual
Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual
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585-215-825 Comcode 107876203 Issue 1 December 1996 CentreVuä Call Management System Release 3 Version 5 Forecast
Copyright Ó 1997, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your compa- ny’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can re- sult in substantial additional charges for your telecommunications ser- vices. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to pre- vent unauthorized use. The system manager is also responsible for read- ing all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is im- mune from or will prevent unauthorized use of common-carrier tele- communication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that re- sult from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353. Trademarks CentreVu is a trademark of Lucent Technologies. DEFINITY is a registered trademark of Lucent Technologies. INFORMIX is a registered trademark of Informix Software, Inc. SPARC trademarks, including SPARCserver are trademarks or regis- tered trademarks of SPARC International Inc. SPARCserver is licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trade- marks are based upon an acrhitecture developed by Sun Microsystems, Inc. Sun, Sun Microsystems, Sun Microsystems Computer Corporation, the Sunlogo, the SMCC logo, SunLink, SunSelect, Solaris, and Solstice DiskSuite are trademarks or registered trademarks of Sun Microsys- tems, Inc. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Corporation. All other product names mentioned herein are the trademarks of their re- spective owners.Ordering Information Call: Lucent Technologies Publications Center Voice 1 800 457-1235 International Voice 317 361-5353 Fax 1 800 457-1764International Fax 317 361-5355 Write: Lucent Technologies Publications Center P.O. Box 4100 Crawfordsville, IN 47933 Order: Document No. 585-215-820 Comcode 107876203 Issue 1, December 1996 You can be placed on a standing order list for this and other documents you may need. Standing order will enable you to automatically receive updated versions of individual documents or document sets, billed to ac- count information that you provide. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Lucent Technologies Publications Center. Lucent Technologies National Customer Care Center Lucent Technologies provides a telephone number for you to use to re- port problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Repre- sentative or Distributor. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed be- low: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restruc- turing—designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and busi- ness telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company. Comments To comment on this document offer, select the Comments button on the main screen. Acknowledgment This document was prepared by Product Documentation Development, Lucent Technologies, Denver, CO.
Table of Contents CentreVu Call Management System Release 3 Version 5 Forecast CentreVu CMS R3V5 Forecast 585-215-825 iii Preface General Information . . . . . . . . . . . . . . . . . P-1 Conventions Used in This Document . . . . . . . . . . . P-2 Related Documents . . . . . . . . . . . . . . . . . P-3 CentreVu CMS Publications . . . . . . . . . . . . . P-3 CentreVu Supervisor Publications . . . . . . . . . . . P-4 Other Useful Publications . . . . . . . . . . . . . . P-4 Introduction . . . . . . . . . . . . . . . . . . . . . . . . 1-1 What Is Forecasting? . . . . . . . . . . . . . . . . . 1-1 Purpose of Forecast Subsystem . . . . . . . . . . . . . 1-2 Types of Forecasting . . . . . . . . . . . . . . . . . 1-3 Getting Started with Forecasts . . . . . . . . . . . . . . 1-4 Controlling Forecast Results . . . . . . . . . . . . . 1-4 Using Forecast Reports . . . . . . . . . . . . . . 1-4 Data Used for Split/Skill Forecasts . . . . . . . . . . . 1-5 Data Points . . . . . . . . . . . . . . . . . 1-5 Split/Skill Forecast Methods . . . . . . . . . . . . 1-6 Start-Up Tasks . . . . . . . . . . . . . . . . . . . 1-9 How to Use the Forecast Subsystem . . . . . . . . . . . . 1-10 Forecast Menus. . . . . . . . . . . . . . . . . . . 1-12 Relationships to Other Subsystems . . . . . . . . . . . . 1-14 User Permissions . . . . . . . . . . . . . . . . 1-14 Read Permission . . . . . . . . . . . . . . . 1-14 Read and Write Permissions . . . . . . . . . . . 1-14 Dictionary . . . . . . . . . . . . . . . . . . . 1-15 Timetables/ Shortcuts . . . . . . . . . . . . . . . 1-15 System Setup . . . . . . . . . . . . . . . . . . 1-15 Forecast Administration . . . . . . . . . . . . . . . . . . . . 2-1 General Information . . . . . . . . . . . . . . . . . 2-1 Data Storage Allocation Administration . . . . . . . . . . . 2-2 Purpose . . . . . . . . . . . . . . . . . . . . 2-2
CentreVu CMS R3V5 Forecast 585-215-825 iv Things to Know Before You Start . . . . . . . . . . . 2-2 Prerequisite System Administration . . . . . . . . . . 2-3 Data Storage Allocation Window. . . . . . . . . . . . 2-3 . . . . . . . . . . . . . . . . . . . . . 2-3 Field/Action List Usage . . . . . . . . . . . . . 2-3 Field Descriptions . . . . . . . . . . . . . . . 2-4 Call Handling Profiles Administration . . . . . . . . . . . 2-6 Purpose . . . . . . . . . . . . . . . . . . . . 2-6 Things to Know Before You Start . . . . . . . . . . . 2-6 Prerequisite System Administration . . . . . . . . . . 2-8 Call Handling Profiles Window . . . . . . . . . . . . 2-8 Field/Action List Usage . . . . . . . . . . . . . 2-9 Field Descriptions . . . . . . . . . . . . . . . 2-9 Copy Window . . . . . . . . . . . . . . . . . . 2-10 Field Descriptions . . . . . . . . . . . . . . . 2-10 Get Contents Window . . . . . . . . . . . . . . . 2-11 Field/Action List Usage . . . . . . . . . . . . . 2-11 Field Descriptions . . . . . . . . . . . . . . . 2-12 Current Day Configuration Administration . . . . . . . . . . 2-14 Purpose . . . . . . . . . . . . . . . . . . . . 2-14 Things to Know Before You Start . . . . . . . . . . . 2-15 Prerequisite System Administration . . . . . . . . . . 2-16 Current Day Configuration Window . . . . . . . . . . . 2-16 Field/Action List Usage . . . . . . . . . . . . . 2-17 Field Descriptions . . . . . . . . . . . . . . . 2-17 Costs Profile Administration . . . . . . . . . . . . . . 2-20 Purpose . . . . . . . . . . . . . . . . . . . . 2-20 Things to Know Before You Start . . . . . . . . . . . 2-20 Costs Profile Window . . . . . . . . . . . . . . . 2-21 Field/Action List Usage . . . . . . . . . . . . . 2-21 Field Descriptions . . . . . . . . . . . . . . . 2-22 Copy Window . . . . . . . . . . . . . . . . . . 2-22 Field Descriptions . . . . . . . . . . . . . . . 2-22 Get Contents Window . . . . . . . . . . . . . . . 2-23 Field/Action List Usage . . . . . . . . . . . . . 2-23 Field Descriptions . . . . . . . . . . . . . . . 2-24 Trunk Group Profile Administration . . . . . . . . . . . . 2-25 Purpose . . . . . . . . . . . . . . . . . . . . 2-25 Things to Know Before You Start . . . . . . . . . . . 2-25 Prerequisite System Administration . . . . . . . . . . 2-25 Trunk Group Profile Window . . . . . . . . . . . . . 2-26 Field/Action List Usage . . . . . . . . . . . . . 2-26 Field Descriptions . . . . . . . . . . . . . . . 2-27 Forecast Manager Administration . . . . . . . . . . . . . 2-28 Purpose . . . . . . . . . . . . . . . . . . . . 2-28 Things to Know Before You Start . . . . . . . . . . . 2-29 Prerequisite System Administration . . . . . . . . . . 2-30 Forecast Manager Window . . . . . . . . . . . . . 2-31 Field/Action List Usage . . . . . . . . . . . . . 2-31
CentreVu CMS R3V5 Forecast 585-215-825 v Field Descriptions . . . . . . . . . . . . . . . 2-31 Special Days Administration . . . . . . . . . . . . . . 2-38 Purpose . . . . . . . . . . . . . . . . . . . . 2-38 Things to Know Before You Start . . . . . . . . . . . 2-38 Prerequisite System Administration . . . . . . . . . . 2-39 Special Days Window . . . . . . . . . . . . . . . 2-39 Field/Action List Usage . . . . . . . . . . . . . 2-39 Field Descriptions . . . . . . . . . . . . . . . 2-40 Call Volume/Agents Forecast Reports . . . . . . . . . . . . . . . . 3-1 General Information . . . . . . . . . . . . . . . . . 3-1 Guidelines for Call Volume/Agents Forecast Reports . . . . . . 3-2 Current Day Report . . . . . . . . . . . . . . . . . 3-5 Purpose . . . . . . . . . . . . . . . . . . . . 3-5 Prerequisite System Administration . . . . . . . . . . 3-6 Current Day Input Window . . . . . . . . . . . . . . 3-6 Field Descriptions . . . . . . . . . . . . . . . 3-7 Current Day Forecast Report Example . . . . . . . . . . 3-8 Longterm Report . . . . . . . . . . . . . . . . . . 3-12 Purpose . . . . . . . . . . . . . . . . . . . . 3-12 Things to Know About Report Data . . . . . . . . . . . 3-12 Prerequisite System Administration . . . . . . . . . . 3-12 Longterm Report Input Window . . . . . . . . . . . . 3-13 Field Descriptions . . . . . . . . . . . . . . . 3-13 Longterm Forecast Report Example . . . . . . . . . . 3-17 Financial Report . . . . . . . . . . . . . . . . . . 3-20 Purpose . . . . . . . . . . . . . . . . . . . . 3-20 Prerequisite System Administration . . . . . . . . . . 3-21 Financial Input Window . . . . . . . . . . . . . . . 3-21 Field Descriptions . . . . . . . . . . . . . . . 3-21 Financial Forecast Report Example . . . . . . . . . . . 3-25 Intraday Report . . . . . . . . . . . . . . . . . . . 3-28 Purpose . . . . . . . . . . . . . . . . . . . . 3-28 Things to Know About Report Data . . . . . . . . . . . 3-28 Prerequisite System Administration . . . . . . . . . . 3-29 Intraday Input Window . . . . . . . . . . . . . . . 3-30 Field Descriptions . . . . . . . . . . . . . . . 3-30 Intraday Forecast Report Example . . . . . . . . . . . 3-32 Special Day Report . . . . . . . . . . . . . . . . . 3-35 Purpose . . . . . . . . . . . . . . . . . . . . 3-35 Things to Know About Report Data . . . . . . . . . . . 3-35 Prerequisite System Administration . . . . . . . . . . 3-36 Special Day Input Window . . . . . . . . . . . . . . 3-36 Field Descriptions . . . . . . . . . . . . . . . 3-37 Special Day Forecast Report Description . . . . . . . . . 3-39 Hypothetical Data . . . . . . . . . . . . . . . . . . 3-41
CentreVu CMS R3V5 Forecast 585-215-825 vi Purpose . . . . . . . . . . . . . . . . . . . . 3-41 Copy Historical Data . . . . . . . . . . . . . . . . 3-42 Things to Know Before You Start . . . . . . . . . . 3-42 Prerequisite System Administration . . . . . . . . . 3-42 Copy Historical Data Window . . . . . . . . . . . 3-43 Edit and View Hypothetical Data . . . . . . . . . . . . 3-44 Things to Know Before You Start . . . . . . . . . . 3-44 Prerequisite System Administration . . . . . . . . . 3-44 Edit Values Window . . . . . . . . . . . . . . 3-45 Change the Interval Length of Hypothetical Data . . . . . 3-46 Hypothetical Report . . . . . . . . . . . . . . . . . 3-51 Prerequisite System Administration . . . . . . . . . . 3-52 Hypothetical Report Input Window . . . . . . . . . . . 3-52 Field Descriptions . . . . . . . . . . . . . . . 3-53 Hypothetical Forecast Report Example . . . . . . . . . 3-55 Hypothetical Financial Report . . . . . . . . . . . . . . 3-58 Purpose . . . . . . . . . . . . . . . . . . . . 3-58 Prerequisite System Administration . . . . . . . . . . 3-59 Financial Report Input Window . . . . . . . . . . . . 3-59 Field Descriptions . . . . . . . . . . . . . . . 3-59 Hypothetical Financial Forecast Report Example . . . . . . 3-62 Requirement Forecast Reports . . . . . . . . . . . . . . . . . . 4-1 General Information . . . . . . . . . . . . . . . . . 4-1 Guidelines for Requirement Reports . . . . . . . . . . . . 4-2 Agent Positions Required Report . . . . . . . . . . . . . 4-3 Purpose . . . . . . . . . . . . . . . . . . . . 4-3 Things to Know About Report Data . . . . . . . . . . . 4-3 Agent Positions Required Input Window . . . . . . . . . 4-4 Field Descriptions . . . . . . . . . . . . . . . 4-4 Agent Positions Required Report Example . . . . . . . . 4-6 Trunks Required Report . . . . . . . . . . . . . . . . 4-8 Purpose . . . . . . . . . . . . . . . . . . . . 4-8 Things to Know About Report Data . . . . . . . . . . . 4-8 Prerequisite System Administration . . . . . . . . . . 4-9 Trunks Required Input Window . . . . . . . . . . . . 4-9 Field Descriptions . . . . . . . . . . . . . . . 4-9 Trunks Required Report Example . . . . . . . . . . . 4-11 Trunk Performance Report . . . . . . . . . . . . . . . . . . . . 5-1 General Information . . . . . . . . . . . . . . . . . 5-1 Guidelines for the Trunk Performance Report . . . . . . . 5-1 Things to Know About Report Data . . . . . . . . . . . 5-2 Prerequisite System Administration . . . . . . . . . . 5-3 Trunk Performance Input Window. . . . . . . . . . . . . 5-4 Field Descriptions . . . . . . . . . . . . . . . . 5-4
CentreVu CMS R3V5 Forecast 585-215-825 vii Trunk Performance Report Example . . . . . . . . . . . . 5-6 How the Forecast System Generates Data . . . . . . . . . . . . . . 6-1 General Information . . . . . . . . . . . . . . . . . 6-1 Call Volume/Agents Forecast Reports . . . . . . . . . . . 6-2 Algorithm for Current and Seasonal Data Points . . . . . . 6-2 Current Data Points . . . . . . . . . . . . . . 6-2 Example 1: Current Data Points . . . . . . . . . . 6-4 Seasonal Data Points . . . . . . . . . . . . . . 6-5 Example 2: Seasonal Data Points . . . . . . . . . . 6-6 Algorithm for Forecast Calls Carried . . . . . . . . . . 6-7 Forecast Methods . . . . . . . . . . . . . . . 6-7 Algorithm for FCC Intraday . . . . . . . . . . . . 6-12 Algorithm for FCC Special Days . . . . . . . . . . 6-13 Algorithm for Number of Agents Required . . . . . . . . 6-14 Algorithm for Estimated Margin . . . . . . . . . . . . 6-15 Requirement Reports . . . . . . . . . . . . . . . . . 6-16 Algorithm for Agent Positions Required . . . . . . . . . 6-16 Algorithm for Trunks Required . . . . . . . . . . . . 6-17 Trunk Performance Report . . . . . . . . . . . . . . . 6-19 Algorithm for Trunk Performance . . . . . . . . . . . 6-19 Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . . . . . . . . . . . . . . . . IN-1
Preface CentreVu CMS R3V5 Forecast 585-215-825 General InformationP-1 Preface General Information0 The CentreVu™ Call Management System Release 3 Version 5 Forecast (585-215-825) document is written for CentreVu Call Management System (CMS) administrators and split/skill supervisors who are responsible for administering and reporting forecast data. This document is organized as follows: l“Preface,” describes style conventions and lists CentreVu CMS documents and other related documents. lChapter 1, “Introduction,” describes the Forecast subsystem, purpose of forecasting, types of forecasting, guidelines, start-up tasks, and the best order for using the Forecasting subsystem and this document. lChapter 2, “Forecast Administration,” describes the start-up tasks you must do before you can get forecast reports. lChapter 3, “Call Volume/Agents Forecast Reports,” describes how a call volume/agent forecast predicts the number of calls a split/skill will receive (Forecast calls carried). Also, it describes how many agents will be required to handle those calls (Number of agents required). Most forecast reports are call volume or agent reports. lChapter 4, “Requirement Forecast Reports,” describes the Agent Positions Required and Trunks Required reports. These two reports can show you, given specific call handling objectives, how many calls your call center can handle. lChapter 5, “Trunk Performance Report,” describes how this report estimates, at the busiest intervals in a specified range of historical dates, what the usage rate and blocking percentages were for the selected trunk group(s). This report also shows how many trunks the trunk group(s) would have needed during the busiest intervals to meet predetermined objectives you have set for your call center. lChapter 6, “How the Forecast System Generates Data,” describes the algorithms that CMS uses to predict agent staffing and trunk capacity needs.
Preface CentreVu CMS R3V5 Forecast 585-215-825 Conventions Used in This DocumentP-2 Conventions Used in This Document0 The following conventions are used throughout this document: a. INFORMIX is a registered trademark of Informix Software, Inc. Related document calloutsInclude the book title, in italics, and the document number (if an Lucent Technologies publication). For example, “See the CentreVu™ Call Management System R3V5 Custom Reports (585-215-822) document for more information.” Courier font Designates a word or phrase quoted directly from the CentreVu system. For example, see the Report destination: field. Also designates an INFORMIX a table name. For example, see the csplit table. Courier bold font Designates something you enter into the system. For example, enter an x next to Printer, Terminal, or File. “Chapter Names” Are always in quotes. For example, see Chapter 2, “Forecast Administration,” for more information. italicHighlights references to file names and directories. For example, see /cms. Subsystem ReferencesAre always initial capitalized. For example, set access permissions for CentreVu users from the User Permissions subsystem. Window Titles Are always capitalized.