Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-43
Copy Historical Data 
Window
3
To copy historical data for a split/skill from the forecast input table into the 
hypothetical data table, use the Hypothetical Data: Copy Historical Data 
window.
Figure 3-16:  Copy Historical Data Window
Field/Action List Usage
3Run
Enter any changes, and select Run.
Field Descriptions
3ACD: [Copy from]
Enter the number or name of the ACD that contains the split/skill data you 
want to copy. The ACD can be either the ACD connected to 
CentreVuCMS or a pseudo-ACD.
Split/Skill: [Copy from]
Enter the name or number of the split/skill whose data you want to copy.
Date: [Copy from]
Enter a date whose data you want to copy to the hypothetical data table. 
Use mm/dd/yy format.
Data for all intrahour intervals will be copied from this date.
Data point (1-4): [Copy to]
Enter a number from 1 to 4 to specify which data point the data should 
be copied to.
lEntering 1 copies data to the most recent data point. Enter a 4 to 
copy data to the oldest data point.
lWhether the data points are 1 day apart or 7 days apart is 
determined when you actually run a hypothetical forecast. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-44
Edit and View 
Hypothetical Data
3
Use the Edit Values window (Figure 3-17) to view, add, change, or delete 
the data in the hypothetical data table.
Things to Know 
Before You Start
3
lYou can edit data for only one data point and one interval at a time.
lThe only data you can change is the number of ACD calls per 
intrahour interval, since this is the only data used for hypothetical 
forecasts.
lWhen you run a hypothetical forecast, the interval length of the data 
must match the interval length of the ACD that supplies the 
forecasts call handling profile. To check the interval length of the 
data, do a List all for each data point. If the length does not 
match, you must either:
— Copy, via the Copy Historical Data window, new data that has 
the same interval length as the call handling profiles ACD.
— Change the intervals in the hypothetical data table (see 
“Change the Intervals Length of Hypothetical Data”).
— Select a call handling profile from an ACD with a matching 
interval length.
If an ACD with a matching interval length does not exist, you 
can create a pseudo-ACD with the right interval length. You 
must also create an appropriate call handling profile for that 
ACD.
Prerequisite System 
Administration
3
To use the hypothetical data, you must have read and write permission 
for the Forecast subsystem and the specified split/skill.
NoteChanging the intrahour interval on this window does not 
affect how real historical data is collected and stored. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-45
Edit Values Window3To view hypothetical data, you must use the Edit Values window 
(Figure 3-17
).
Figure 3-17:  Edit Values Window
Field/Action List Usage
3Add
To add a hypothetical data entry, complete all the input fields and select 
Add. 
Delete
To delete a hypothetical data entry, complete all the input fields, and 
select Delete.
Find one/List all
To display an existing hypothetical data entry, select Find one or 
List all.
Modify
To modify an existing hypothetical data entry, do a Find one to bring 
up the existing data, change data in the appropriate fields, and select 
Modify.
Field Description
3Data point (1-4, 1 is most recent):
Enter a number from 1 to 4 to specify the data point whose data you 
want to edit. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-46
Interval start time:
Enter the start time of the intrahour interval for which you want to edit 
hypothetical data.
ACDCALLS:
Enter the number of ACD calls you want considered for the specified data 
point and intrahour interval(s) when 
CentreVu CMS calculates the 
hypothetical forecast.
(optional) Interval length (15, 30, 60):
Enter, in minutes, the length of the intrahour interval you want to appear 
in the hypothetical forecast.
Change the Interval 
Length of 
Hypothetical Data
3
If you want to change the intrahour interval length of data in the 
hypothetical data table, you will either have to:
lInsert intervals of data (as when changing from 60-minute to 30-
minute intervals, from 60-minute to 15-minute intervals, or from 30-
minute to 15-minute intervals).
lDelete intervals of data (as when changing from 15-minute to 30-
minute intervals, from 15-minute to 60-minute intervals, or from 30-
minute to 60-minute intervals).
Two sample procedures for changing interval length follow.
NoteThe interval length must be the same for all intervals and all data 
points in the hypothetical data table in the CMS database. 
Therefore, if you want to change the length of an interval of data, 
you must change the length for all intervals in all data points.
NoteWhen you run a hypothetical forecast, the interval length of the 
data must also match the interval length of the ACD that supplies 
the forecasts call handling profile. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-47
Change Data from 
30-Minute Intervals to 
15-Minute Intervals
3
1.In the Data point field, enter 
the data point whose intervals 
you want to change.
2.Select Find one to display the 
first interval of data in the data 
point.®
The ACDCALLS field 
displays the number of 
ACD calls for the first 
interval. The
 Interval 
length: 
field displays the 
length of the interval.
3.If desired, change the number of 
ACD calls in the ACDCALLS 
field. You may want to enter half 
the number displayed, since you 
are changing 30-minute data to 
15-minute data.
4.In the Interval length field, 
enter 15, and select Modify.®Successful 
appears on 
the status line to indicate 
that the interval of data has 
been changed. 
5.In the Interval start 
time field, enter a start time 
exactly 15 minutes after the start 
time of the previous interval.
6.If desired, change the number of 
ACD calls in the ACDCALLS 
field. If you previously entered 
half of the ACD calls stored for a 
30-minute interval, you may want 
to leave this number in the field, 
since this also represents the 
other half of the calls for the 30-
minute interval. 
7.Leave 15 in the Interval 
length field, and select Add.®Successful 
appears on 
the status line to indicate 
that the interval of data has 
been added.
8.Press  z.®Data in all of the input fields 
disappears.Ctrl 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-48
9.Repeat Steps 1 through 8 for 
each 30-minute interval in the 
data point.
10.Repeat Steps 1 through 9 for the 
other three data points you want 
for your forecast. When you are 
done, you can run the 
Hypothetical Forecast with the 
new interval length.
NoteTo change data from 60- to 30-minute intervals or 60- to 15-
minute intervals, you use the same procedure as the preceding 
sample. However, to change from 60- to 15-minute intervals, you 
will need to add three intervals of data per 60-minute interval, 
normally with each interval containing only a fourth of the ACD 
calls contained in the associated 60-minute interval. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-49
Changing Data from 
15-Minute Intervals to 
30-Minute Intervals
3
1.In the Data point field, enter 
the data point whose data you 
want to change.
2.Select List all to display all 
of the 15-minute intervals of data.®
The List All window 
displays. The window 
contains all 15-minute 
intervals in the data point
.
3.Note the sum of data for the first 
two 15-minute intervals, and 
make the Edit Values window 
current again (with the   
SLK).®
The Edit Values window 
becomes current.
 
4.In the Interval start 
time field, enter the start time of 
the first 15-minute intrahour 
interval, and select Find one.®
The ACDCALLS field 
displays the number of 
ACD calls for the next 
interval. The 
Interval 
length
 field displays the 
length of the interval.
5.In the ACDCALLS field, enter the 
sum of ACD calls in the first two 
15-minute intervals.
6.In the Interval length field, 
enter 30, and select Modify.®Successful 
appears on 
the status line to indicate 
that the interval of data has 
been changed.
7.In the Interval start 
time field, enter the start time of 
the second 15-minute interval 
listed in the List All window.
8.Select Delete.®Successful 
appears on 
the status line to indicate 
that the interval of data has 
been changed.
9.Repeat Steps 1 through 8 for 
each pair of 15-minute intervals 
in the data point.
Current 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-50
10.Repeat Steps 1 through 9 for the 
other three data points you want 
for your forecast. When you are 
done, you can run the 
Hypothetical Forecast with the 
new interval length.
NoteTo change data from 30- to 60-minute intervals or 15- to 60-
minute intervals, you use the same procedure as the preceding 
sample. However, to change from 15- to 60-minute intervals, you 
will need to delete three intervals of data per 60-minute interval, 
normally with each 60-minute interval containing the sum of the 
ACD calls contained in the four associated 15-minute intervals. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-51
Hypothetical Report3
The Hypothetical Data Forecast lets you play with “what if . . .” scenarios. 
For example, you might ask yourself, “If, during the first week of selling a 
new product, Split 1 gets 1,000 calls per intrahour interval, how many 
agents will I need to handle them efficiently?” The hypothetical forecast 
can give you an answer to this scenario because the forecast uses data 
that you define in the hypothetical data table.
To run a hypothetical forecast, you must fill in the Report Input window 
(Figure 3-19
.)
*Optional. If you enter data manually, these Administrative 
tasks are not necessary.
Figure 3-18:  Hypothetical Report Administration Overview
NoteSee the “Copy Historical Data”  and “Edit and View Hypothetical 
Data”  sections under “Hypothetical Data”  for a description of how 
to define hypothetical data.
For a detailed explanation of how CentreVu CMS generates 
forecast data, see Chapter 6, “How the Forecast System 
Generates Data.”
Data Storage Allocation *
Call Handling Profile
Forecast Manager *
Hypothetical Data: Edit or Copy
Hypothetical Report 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-52
Prerequisite 
System 
Administration
3
lData must exist in the hypothetical data table for each intrahour 
interval you specify for the forecast. For a forecast to make sense, 
all four data points in the table should have data for the intrahour 
interval(s).
lThe call handling profile you specify for the report must be defined.
lThe ACD from which you select a call handling profile must have the 
same intrahour interval length as that of the data in the hypothetical 
data table.
Hypothetical 
Report Input 
Window
3
To run a Hypothetical Forecast, you must complete the Hypothetical 
Report Input window (Figure 3-14).
Figure 3-19:  Report Input Window