Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-53
Field Descriptions3Days between 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 day (+n):
Enter a date as a relative day (for example, 12 means 12 days after 
today). This is the date for which you want to forecast call traffic and 
required agents.
First interval start 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 the hypothetical forecast 
should begin.
lThe time should match the beginning of an intrahour interval. In 
addition, the selected call handling profile must include this interval.
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 hypothetical 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 handling profile:
Enter the number, 1 to 100, of the call handling profile 
CentreVu CMS 
should use to generate forecast data. The selected call handling profile 
must include the intervals between the times you entered in the First 
interval start time and Last interval start time fields. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-54
ACD:
Enter the number or name of the ACD from which 
CentreVu CMS should 
retrieve the call handling profile you specified.
Forecast method (Select one)
Enter an x to select one of the three trending options:
lNo trending—CentreVu CMS will use data from the data points, 
but will not generate a forecast based on the trend of that data.
lCurrent trending—CentreVu CMS will use data from the data 
points, and will generate a forecast that projects growth or shrinkage 
based on the trend of that data.
lExpected calls—CentreVu CMS will not forecast number of 
calls. 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 hypothetical data in your data points.
If you select Expected calls field, you must enter the number of 
calls you expect will connect for the whole forecasted day.
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
Hypothetical Report3-55
Hypothetical 
Forecast Report 
Example
3
A description of each report item follows the report example in the 
Hypothetical Forecast Report Description table.
Figure 3-20:  Hypothetical Forecast Report Example 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-56
Table 3-6:  Hypothetical Forecast Report Description 
Report Heading What It Means
ACD for Call 
Handling ProfileThe ACD of the call handling profile used in the forecast.
PrintedThe date and time the report was run.
Forecast data _ 
days apart The number of days between data points, as specified in the Hypothetical 
report input window.
Forecast for dayThe relative date in the future for which you want the forecast 
information.
Data point (weight)The current data points used for the forecast, and their respective 
weights (0 to 10), as specified on the Hypothetical report input window.
Forecast method The method, as specified on the Hypothetical report input window, used 
to determine forecast data:
lNo trending
lCurrent trending
lExpected calls.
% 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 Hypothetical Input 
window. 
User expected callsThe number of calls entered on the Hypothetical Input window, if the 
expected calls forecast method is used.
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 1]The targeted average time calls should wait before an agent answer. This 
objective is specified in the Call Handling Profile selected in the 
Hypothetical report input window.
Service Level % 
[Call Handling 
Profile 1] The targeted percentage of calls that the split/skills agents will answer 
within the time specified in the Service Level sec field.
Service Level sec 
[Call Handling 
Profile 1] 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 Hypothetical report input window. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Report3-57
Agent Occ % 
[Call Handling 
Profile 1]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 Hypothetical report input window.
Avg Serv Time 
[Call Handling
Profile 1] 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 Hypothetical report 
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. 
Service Level % 
[Profile Results] The forecasted percentage of calls that the split/skills 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. Table 3-6:  Hypothetical Forecast Report Description  (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-58
Hypothetical Financial Report3
Purpose3Like the Hypothetical Forecast, the Hypothetical Financial Forecast lets 
you play with “what if . . .” scenarios, with the additional ability to forecast 
call revenues, call handling costs, and the resulting profit margin. So, in 
addition to running test forecasts based on data that you enter in the 
hypothetical data table (via the Copy Historical Data and the Edit Values 
windows), you can run those tests using various costs profiles.
* Optional. If you enter data manually, these Administrative 
tasks are not necessary.
Figure 3-21:  Hypothetical Financial Report Administration Overview
In addition, you can use the Hypothetical Financial Forecast to 
experiment with and study the financial effects of call profiles and other 
forecast inputs.
NoteSee the “Copy Historical Data”  and “Edit and View Hypothetical 
Data”  sections under “Hypothetical Data Forecast” for a 
description of how to define hypothetical data.
Data Storage Allocation *
Call Handling Profile
Costs Profiles
Forecast Manager *
Hypothetical Data: Edit or Copy
Hypothetical Financial 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
Hypothetical Financial Report3-59
Prerequisite 
System 
Administration
3
lData must exist in the hypothetical data table for each intrahour 
interval in the forecast. And 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.
lThe costs profile you specify for the report must be defined.
lThe ACD from which you select a costs profile must have the same 
intrahour interval length as the data in the hypothetical data table.
Financial Report 
Input Window
3
You must fill out the Financial Report Input window to run your financial 
report. Field descriptions follow the example.
Figure 3-22:  Financial Report Input Window
Field Descriptions3Days 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. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-60
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 day (+n):
Enter a date as a relative day (for example, 12 means 12 days after 
today). This is the date for which you want to forecast call traffic and 
required agents.
First interval start 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 the forecast should begin.
lThe time should match the beginning of an intrahour interval. In 
addition, the selected call handling profile must include this interval.
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 forecast.
lThe time should match the beginning of an intrahour interval. In 
addition, the selected call handling profile must include this interval. 
CentreVu CMS will generate forecast data through the end of this 
intrahour interval.
Call handling profile:
Enter the number, 1 to 100, of the call handling profile 
CentreVu CMS 
should use to generate forecast data. The selected call handling profile 
must include the intervals between the times you entered in the First 
interval start time: and Last interval start time: 
fields.
ACD:
Enter the number or name of the ACD from which 
CentreVu CMS should 
retrieve the call handling profile you specified.
Costs profile:
Enter the number, 1 to 100, of the costs profile you want to use for this 
financial forecast. 
CentreVu CMS will use the costs profile to determine 
total costs of calls and agent labor per intrahour interval, as well as 
estimated revenue per intrahour interval.
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. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-61
ACD:
Enter the number or name of the ACD from which 
CentreVu CMS should 
retrieve the costs profile you specified.
Forecast method (Select one)
Enter an x to select one of the three trending options:
lNo trending—CentreVu CMS will use data from the data points 
but will not generate a forecast based on the trend of that data.
lCurrent trending—CentreVu CMS will use data from the data 
points and will generate a forecast that projects growth or shrinkage 
based on the trend of that data.
lExpected calls—CentreVu CMS will not forecast number of 
calls. 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 hypothetical data in your data points.
If you select Expected calls field, you must enter the number of 
calls you expect will connect for the whole forecasted day.
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.
To de-emphasize data, weight each data point (0-10) 
where 10=most representative, 0=do not use this data.
Dates 1 (most recent) to 4 (least recent)
Enter a number, 0 to 10, to change the relative weight of data on any or 
all data points.
Report destination (Select one):
Enter an x next to Terminal, Printer, or File.
lTerminal is the default destination.
NoteYou should leave the relative weight of each date at 10 unless you 
know the data stored for a particular date is highly unusual or 
incorrect. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-62
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.
Hypothetical 
Financial Forecast 
Report Example
3
A description of each report item follows the report example in the 
Hypothetical Financial Forecast Report Description table.
Figure 3-23:  Hypothetical Financial Forecast Report Example