Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-23
The selected costs profile must include the intervals between the times 
you entered in the First interval start time: and Last 
interval start time: fields.
Days between historical data points (1 or 7):
Enter 1 or 7 to specify the number of days between data points.
lIf you enter 1 to specify that data points will be 1 day apart, you can 
run the forecast for up to 7 days in the future.
lIf you enter 7 to specify that data points will be 7 days apart, you can 
run the forecast for up to 35 days in the future.
Forecast method (select one):
Enter an x to select one of the four trending options:
lNo trending—CentreVu CMS will use data from data points in the 
previous 4 days or weeks but will not generate a forecast based on 
the trend of that data.
lSeasonal trending—CentreVu CMS will use data from the data 
points 4 days or 4 weeks preceding the specified base date. 
CentreVu CMS will then generate a forecast that projects growth or 
shrinkage based on the trend of that seasonal data.
base date—If you select seasonal trending, enter a date as 
a negative number (-n) to represent how many days in the past the 
base date should be, or enter a past date in an mm/dd/yy format. 
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 CMS will take the number of 
calls you enter and distribute them among the specified intervals in 
amounts that match the pattern in the historical data in your data 
points.
If you select Expected calls, you must enter the number of calls 
you expect will connect to the split/skill for the whole forecasted day. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-24
Change factor:
Enter a number from 1 to 1000. This number tells 
CentreVu CMS, as a 
percentage, how much it should increase or decrease the number of calls 
carried it finds in its initial forecast. 100 means no change. 1000 means 
the forecast calls carried should be multiplied by 10.
Do you want to de-emphasize any data (y/n)?
Enter a y if you want to de-emphasize data or an n if you do not want to 
de-emphasize data.
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 directory in the 
UNIX system (/usr/) or 
Solaris system (/export/home/) unless you specify a full path name. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-25
Financial Forecast 
Report Example
3
A description of each report item follows the report example in the table 
“Financial Forecast Report Description.”
Figure 3-9:  Financial Forecast Report Example
Table 3-3:  Financial 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 
usedThe current data points used for the forecast, and their respective 
weights (0 to 10), as specified on the Financial Input window. 
Change FactorThe adjustment, expressed as a percentage, that 
CentreVu CMS made 
to its initial forecasted calls carried. 
CentreVu CMS makes changes, if 
any, based on the Change Factor you enter on the Financial Input 
window. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-26
Forecast methodThe method, as specified on the Financial Input window, used to 
determine forecast data:
lSeasonal trending
lCurrent trending
lNo trending
lExpected calls.
Base dateA past date, as specified on the Financial Input window, that is similar to 
the current date. This date is used only for seasonal trending. 
TimeThe start time of each intrahour interval included in the forecast.
Forecast Calls 
CarriedThe number of calls forecasted to arrive at the split/skill for the 
associated intrahour interval.
Number Agents 
ReqdThe 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.
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 
Financial Input window.
Service Level % 
[Call Handling 
Profile] The targeted percentage of calls that the split/skill agents will answer 
within the time specified in the Service Level sec field. This 
objective is specified in the Call Handling Profile selected in the 
Financial Input window.
Service Level sec 
[Call Handling 
Profile]The targeted number of seconds within which the Service Level % of 
calls should be answered. This objective is specified in the Call 
Handling Profile selected in the Financial Input window.
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 Financial 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 after-call-work time. This objective 
is specified in the Call Handling Profile selected in the Financial Input 
window.
Avg Speed 
Answer 
[Profile Results]The forecasted average time calls will wait before an agent answers. 
CentreVu CMS calculates this average after calculating the number of 
agent positions required to meet the call handling profile objectives. 
Normally, the forecasted average will be slightly lower than the Average 
Speed of Answer objective. Table 3-3:  Financial Forecast Report Description (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-27
Service Level % 
[Profile Results]The forecasted percentage of calls that the split/skill agents will answer 
within the time specified in the Service Level sec field. 
CentreVuCMS 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 % objective.
Agent Occ % 
[Profile Results] The forecasted average percentage of time agents will spend on ACD 
calls while logged in. 
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 lower than the Agent Occ % objective. 
Costs Profile 
[Costs Profile]The number of the costs profile specified in the Financial Input window. 
The three objectives directly below this heading are specified in the 
Costs Profile.
Cost of Call 
[Costs Profile]The expected average cost of a call to this split/skill, as specified in the 
Costs Profile window.
Cost of Agent 
[Costs Profile]The expected average cost per agent for the intrahour interval, as 
specified in the Costs Profile window. 
Revenue per Call 
[Costs Profile]The expected average revenue per call, as specified in the Costs Profile 
window.
Est Margin The estimated profit per interval, based on the number of calls, their 
associated revenue and costs, and the cost of agents. Table 3-3:  Financial Forecast Report Description (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-28
Intraday Report3
Purpose3The Intraday report gives you a forecast for the number of agents you will 
need for the remaining part of the current day. The Intraday Forecast 
adjusts the normal current day forecast to account for actual call volume 
in the early part of the day.
Things to Know 
About Report 
Data
3
lAt least one intrahour interval of data must be collected for the 
current day before an Intraday Forecast can be run.
lYour forecast start time can be for the current interval or intervals 
that 
CentreVu CMS has already archived. You cannot specify a 
forecast start time for a future interval.
lCentreVu CMS automatically uses as input data all intervals of 
todays historical data, from the specified historical start time to the 
forecast start time. The interval you identify as the forecast start time 
will be forecasted, not used to supply input data.
lAll intrahour intervals included in the Intraday Forecast must be 
within the time frame of the associated current day forecast. See the 
First interval start time: and Last interval start 
time: fields on the Current Day Input window in this chapter.
lTo figure Intraday Forecast data, CentreVu CMS finds the ratio of 
forecasted current day call volume to actual current day call volume 
and uses that ratio to adjust the forecasted call volume for the 
remaining intrahour intervals in the day.
In turn,
 CentreVu CMS recalculates the number of agents required 
to handle the newly calculated call volume, taking into account the 
call handling profile used for the current day report.
NoteFor a detailed explanation of how CentreVu CMS generates 
forecast data, see Chapter 6, “How the Forecast System 
Generates Data.” 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-29
* Historical Data must be collected prior to using the Intraday 
Forecast.
Figure 3-10:  Intraday Report Administration Overview
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 and the call handling profile 
referenced in the configuration.
lThe Forecast Manager must have run and generated the current 
day forecast data.
Data Storage Allocation
Call Handling Profile
Current Days Configuration
Forecast Manager
Intraday Forecast* 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-30
Intraday Input 
Window
3
To run an Intraday Forecast, you must complete the Intraday Input 
window (Figure 3-11
).
Figure 3-11:  Intraday Input Window
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want an intraday 
forecast.
First interval start time: [Historical 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).
lThis time tells CentreVu CMS what time to begin comparing today’s 
forecast to todays actual data.
lCentreVu CMS will compare forecast to actual current day data for 
each intrahour interval from this start time up to the intraday forecast 
start time. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-31
First interval start time: [Forecast 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 what interval should be the first 
interval in the intraday forecast.
lThe time must match the beginning of the current intrahour interval 
or an interval that has already passed.
lTo generate the forecast, CentreVu CMS will gather intrahour 
historical data starting at the equivalent time in each data point.
Last interval start time: [Forecast 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 intraday forecast.
lThe time must match the beginning of an intrahour interval and must 
be within the time frame of the associated current day forecast data. 
The time frame cannot be after the Last interval start 
time: defined on the Current Day Configuration window. 
CentreVuCMS will generate forecast data through the end of this 
intrahour interval.
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 directory in the 
UNIX system (/usr/) or 
Solaris system (/export/home/) unless you specify a full path name. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-32
Intraday Forecast 
Report Example
3
A description of each report item follows the report example in the table 
Intraday Forecast Report Description.
Figure 3-12:  Intraday Forecast Report Example