Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-63
Table 3-7:  Hypothetical Financial 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.
ACD for Costs 
ProfileThe ACD of the costs profile used in the forecast.
Forecast for dayThe relative date in the future for which you want the forecast 
information.
Forecast data 
x 
days apartThe number of days between data points, as specified in the Hypothetical 
Financial report input window.
Data point (weight)The current data points used for the forecast, and their respective 
weights (0 to 10), as specified on the Hypothetical Financial report input 
window.
Forecast methodThe method, as specified on the Hypothetical Financial 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 Financial 
Input window.
User expected callsThe number of calls entered on the Hypothetical Financial 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 answers. 
This objective is specified in the Call Handling Profile selected in the 
Hypothetical Financial 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 Financial report input window. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Financial Report3-64
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 Financial 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 
Financial 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.
Costs Profile [Costs 
Profile 1] 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 1]The expected average cost of a call to this split/skill, as specified in the 
Costs Profile window.
Cost of Agent 
[Costs Profile 1]The expected average cost per agent for the intrahour interval, as 
specified in the Costs Profile window.
Revenue per Call 
[Costs Profile 1]The expected average revenue per call, as specified in the Costs Profile 
window. 
Est MarginThe estimated profit per interval, based the number of calls, their 
associated revenue and costs, and the cost of agents. Table 3-7:  Hypothetical Financial Forecast Report Description  (Contd)
Report Heading What It Means 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
General Information4-1
4 Requirement Forecast Reports
General Information4
The following two requirement forecast reports can tell you, given specific 
call handling objectives, how many calls you can handle.
Requirement forecast reports do not require set up and do not use historical 
data. Therefore, you can begin using these reports immediately.Agent Positions 
Required ReportThe Agent Positions Required Report provides 
a table showing how many calls a specified 
number of agents can handle given specified 
call handling objectives. This report forecasts 
the number of agents a split/skill will need as 
the number of calls increases. 
Trunks Required 
ReportThe Trunks Required Report provides a table 
showing how many calls can be carried by a 
specified number of trunks given a specified 
trunk blocking objective. This report forecasts 
the number of trunks a trunk group will need as 
the number of calls increases. 
NoteThese reports do not actually predict the number of calls. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Guidelines for Requirement Reports4-2
Guidelines for Requirement Reports4
lUse the Agent Positions Required report to determine the number of 
calls that can be handled by a certain number of agents during an 
interval given your objectives.
lUse the Agent Positions Required report to explore the effects of 
changing your call handling objectives. The calculation of Calls 
Carried/Interval field uses the input objectives as boundary 
conditions for the answer. It is normal for one or two of the results 
(printed in the report columns) to be close to the corresponding 
objective. You can determine which input objective to change to alter 
the Calls Carried/Interval field by comparing the results 
and your input objectives (at the top of the report) and selecting the 
item in which the result is closest to the objective.
lUse the Trunks Required report to determine the number of calls 
that can be handled by a certain number of trunks during an interval 
given your objectives.
lVarying the Trunk holding time and/or Trunk blocking 
probability input fields on the Trunks Required report will vary 
the Number of Calls Carried/Interval field.
lUsage Rate, given in Erlangs, may be thought of as the average 
number of trunks that are busy on a call at any instant of time. 
Therefore, this number is always lower than the total number of 
trunks. Usage Rate can approach the number of trunks only with 
a very high Trunk Blocking Probability resulting in more 
blocking calls. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-3
Agent Positions Required Report4
Purpose4The Agent Positions Required Forecast generates a table that tells you, 
given specific call handling objectives, how many calls per intrahour 
interval can be handled by variable numbers of agents.
The Agent Positions Required Forecast is a quick calculator that lets you 
see how adjustments to call handling objectives can affect your agents 
call handling efficiency.
Things to Know 
About Report 
Data
4
lThe Agent Positions Required Forecast, in addition to calculating 
the number of calls handled for each number of agents, converts 
your call handling objectives into performance data for each level of 
staffing. Comparison of this data to your objectives will show which 
objective(s) have the most impact on performance.
lYou can run a forecast for a single agent or a specific number of 
agents. You can also specify a range of agents.
lIf you specify a range of agents (for example, 100-200), you will 
get a table with 101 rows, one row for each increment of one agent. 
However, you can choose to have only gradations of agents listed. 
For example, instead of having 101 rows (100 to 200) in your report, 
selecting gradations will cause your performance data to be listed in 
increments of 10 agents (that is, at 100, 110, 120, and so on).
lThe number of agents you specify may be thought of as the number 
who have a given skill as their top skill. These are the agents that 
will be handling the calls in this skill when call volume is heavy (for 
Generic 3 with the Expert Agent Selection [EAS] feature activated).
NoteFor a detailed explanation of how CentreVu™CMS generates 
forecast data, see Chapter 6, “How the Forecast System 
Generates Data.” 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-4
Agent Positions 
Required Input 
Window
4
To run an Agent Positions Required Forecast, use the Agent Positions 
Required Input window (Figure 4-1
).
Figure 4-1:  Agent Positions Required Input Window
Field Descriptions4Average speed of answer:
Enter a number of seconds to define the targeted or expected average 
wait time for calls to the split/skill.
Average agent service time:
Enter a number of seconds to define the targeted or expected average 
time for each agent to spend on an Automatic Call Distribution (ACD) 
call, including talk time and after-call-work (ACW) time.
Service level:
Enter a number, 1 to 99, to specify the percentage of calls that you are 
expecting or targeting to be answered by split/skill agents within the 
specified number of seconds. Also, enter the number of seconds you are 
targeting as an acceptable speed of answer for most calls. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-5
Agent occupancy:
Enter a number, 0 to 100, to specify the percentage of time agents should 
spend, while logged in, on ACD calls. This percentage should include 
after-call-work.
Number of agents:
Enter a number of agents or a range of agents for which you want to see 
the number of calls that can be handled.
Gradations (y/n):
Enter y if you specified a range of agents, but you want 
CentreVu CMS 
to list agent numbers in reasonable increments rather than listing every 
number in the range.
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.
*UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open 
Corporation. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-6
Agent Positions 
Required Report 
Example
4
A description of each report item follows the report example in the Agent 
Positions Required Report Description table.
Figure 4-2:  Agent Positions Required Report Example 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Agent Positions Required Report4-7
Table 4-1:   Agent Positions Required Report Description 
Report Heading What It Means
Average Speed of 
AnswerThe targeted average time calls should wait before an agent answers. 
You define this parameter on the Agent Positions Required Input 
window. 
Average Agent 
Service TimeThe targeted average time each agent should spend on an ACD call, 
including talk time and after-call-work time. You define this parameter on 
the Agent Positions Required Input window.
Service Level %The targeted percentage of calls that the agents will answer within the 
specified number of seconds. You define this parameter on the Agent 
Positions Required Input window. 
Service Level 
calls within ___ 
secThe targeted number of seconds within which the specified percentage 
of calls should be answered. You define this parameter on the Agent 
Positions Required Input window.
Agent OccupancyThe targeted average percentage of time agents should spend on ACD 
calls while logged in. You define this parameter on the Agent Positions 
Required Input window.
Agents ReqdThe number of agents specified on the Agent Positions Required Input 
Window, or an increment of agents within the range specified on the 
Agent Positions Required Input window.
Avg Speed 
AnswerThe 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 LevelThe forecasted percentage of calls that the split/skills agents will 
answer within the time specified in the Service Level within ___ 
sec field. 
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 higher 
than the Service Level % objective.
Agent Occ (%) 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 that the Agent Occupancy objective.
Calls Carried/ 
Interval The number of calls that the associated number of agents can handle 
during your intrahour interval. 
						

							  Requirement Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Trunks Required Report4-8
Trunks Required Report4
Purpose4The Trunk Required Forecast generates a table that tells you how many 
calls per intrahour interval can be handled by variable numbers of trunks. 
The trunk blocking probability and holding time per call that you specify 
also affect the number of calls that the trunks can handle.
The Trunks Required Forecast is a quick calculator that lets you see how 
adjusting the number of trunks can affect your centers call handling 
efficiency.
Things to Know 
About Report 
Data
4
lThe Trunks Required Forecast, in addition to calculating the number 
of calls handled for each number of trunks, tells you what the usage 
rate of your trunks will be.
lThe forecast presents the usage rate in Erlangs. An Erlang is 100% 
occupancy of one trunk in a given time frame — for this forecast, the 
length of your intrahour interval. If the forecast shows a usage rate 
of 7 Erlangs and your intrahour interval is 30 minutes, this means 
the trunk occupancy of all trunks added together would equal 210 
minutes (7 times 30 minutes). If your intrahour interval were 15 
minutes, 7 Erlangs would equal a total trunk occupancy of 95 
minutes.
Therefore, you could think of 7 Erlangs as equivalent to 7 trunks 
occupied for the whole intrahour interval. Or, from a different 
perspective, you could think of 7 Erlangs as meaning that an 
average of 7 trunks will be in use at any given time in the interval.
lYou can run a forecast for a specific number of trunks or a range of 
trunks.
lIf you specify a range of trunks (for example, 100-200), you will get 
a table with 101 rows, one row for each increment of one trunk. 
However, you can choose to have only gradations of trunks listed. 
For example, instead of having 101 rows (100 to 200) in your report, 
selecting gradations will cause the forecast to list increments of 
trunks according to a fixed algorithm (perhaps, at 100, 110, 120, and 
so on).
NoteFor more explanation of how CentreVu CMS generates forecast 
data, see Chapter 6, “How the Forecast System Generates Data.”