Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Start-Up Tasks1-9
Start-Up Tasks1
You will need to complete the following forecast administration before you 
can run a forecast report:
lDefine the Data Storage Allocation.
lDefine Call Handling Profiles as needed for splits/skills.
lDefine a Current Day Configuration for each split/skill.
lDefine Costs Profiles as needed for splits/skills.
lDefine Trunk Group Profiles for each trunk group.
lRun the Forecast Manager every night.
lDefine Special Days as desired for each split/skill.
See Table 2-1, “Summary of Forecast Administration Start-Up Tasks,” on 
page 1 in Chapter 2, “Forecast Administration,” for a complete listing of 
the tasks you must do before you can run forecast reports. 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
How to Use the Forecast Subsystem1-10
How to Use the Forecast Subsystem1
You should set up your forecast conditions in Administration windows 
prior to accessing reports or creating hypothetical scenarios. This 
document is organized in the sequence of how you would most typically 
use the Forecast subsystem. 
On the 
CentreVuCMS Forecast menu, the Reports and Hypothetical 
menu options are listed before Administration so that you can bypass the 
Administration windows after your initial setup—unless you decide to 
change your original setup conditions. Refer to Figure 1-4
 for a diagram 
that provides you with an overview of the Forecast documents 
organization.
This document explains the Forecast user interface and provides you 
with the necessary information for completing any action using this 
interface.
For a detailed explanation of how 
CentreVuCMS generates forecast 
data, see Chapter 6, “How the Forecast System Generates Data.”
NoteHypothetical is listed as a separate section because it does not 
require historical data but does require some additional 
information. 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
How to Use the Forecast Subsystem1-11
Figure 1-4:  Forecast System and Document Organization
ForecastAdministration
Reports
Hypothetical
  Data Storage Allocation
Call Handling Profile
Current Day Configuration
Cost Profiles
Trunk Group Profiles
Forecast Manager
Special Days
Current Day
Longterm
Financial
Intraday
Special Day
Agent Positions Required
Trunks Required
Trunk Performance
Data
Copy Historical Data
Edit Values
Report
Financial Report 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Forecast Menus1-12
Forecast Menus1
To run or administer forecasts, you must select the Forecast MainMenu 
option, and then select the appropriate submenu options. Figure 1-5
 
through Figure 1-8
 illustrate the menu options of the Forecast subsystem.
Figure 1-5:  Administration Forecast Submenu
Figure 1-6:  Report Forecast Submenu 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Forecast Menus1-13
Figure 1-7:  Hypothetical Forecast Submenu
Figure 1-8:  Hypothetical Data Forecast Submenu 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Relationships to Other Subsystems1-14
Relationships to Other Subsystems1
User Permissions1Permissions for the Forecasting subsystem are assigned using the User 
Permissions: Feature Access window. See Chapter 9, “User 
Permissions,” in the 
CentreVu CMS R3V5 Administration 
(585-215-820) document for more information.
Read Permission1You must have read permission for the Forecasting subsystem to run 
reports. If you have read permission for Forecasting, you can do the 
following:
lView Administration, Report, and Hypothetical windows
lRequest reports for split(s)/skill(s) and trunk groups.
Read and Write 
Permissions
1
If you have read and write permissions for Forecasting, you can do the 
following:
lView Administration, Report, and Hypothetical windows
lSet up Administration tasks in Administration windows
lModify Administration
lRequest reports for split(s)/skill(s) and trunk groups
lModify Hypothetical data.
To perform administrative tasks for a forecast, you must have both 
read 
and
 write permissions.
You must have 
read and write permissions for a particular split/skill or 
trunk group to be modified, added, or deleted. Permissions for specific 
split(s)/skill(s) or trunk groups are assigned in one of the following 
windows:
lUser Permissions—Split/Skill/Access
lUser Permissions—Trunk Group Access.
If you have permissions for the Forecast system, but you do not have 
permissions for a particular split/skill or trunk group, 
CentreVuCMS 
notifies you with an error message if you attempt to access that particular 
split/skill or trunk group.
NoteTo request permissions, see your System Administrator. 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Relationships to Other Subsystems1-15
Dictionary1You can find all database items, split/skill, and trunk group names in the 
Dictionary Subsystem. Also see Chapter 6, “Dictionary,” in the 
CentreVu CMS R3V5 Administration (585-215-820) document for more 
information and procedures.
Timetables/ 
Shortcuts
1
You can place any forecasting window on a timetable. Use shortcuts for 
any reports or windows you may view frequently. See Chapter 5, 
“Timetables and Shortcuts,” in the 
CentreVu CMS R3V5 Administration 
(585-215-820) document for more information and procedures. 
System Setup1After you modify your Forecast Data Storage Allocation window (see 
Chapter 2, Forecast Administration
), you may need to adjust the disk 
usage with the System Setup: Free Space Allocation window. 
						

							  Introduction CentreVu CMS R3V5 Forecast  585-215-825
Relationships to Other Subsystems1-16 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
General Information2-1
2 Forecast Administration
General Information2
Table 2-1 lists the start-up administration tasks you must do before you can 
run forecast reports. In addition to the tasks listed, you must complete the 
appropriate forecast input window when you actually run a Forecast report.
Table 2-1:  Summary of Forecast Administration Start-Up Tasks
Task Purpose When to Do It
Define the Data Storage 
Allocation.Tell 
CentreVu™CMS how long to 
store historical input data it uses for 
forecasts.Immediately after your 
CentreVu CMS is up and 
running.
Define Call Handling 
Profiles for splits/skills.Define call handling objectives which 
CentreVu CMS uses to forecast the 
number of agents required. Before you run a split/skill 
forecast or define current day 
configurations (since current 
day configurations require you 
to specify a call handling 
profile).
Define a Current Day 
Configuration for each 
split/skill.Define the forecast method and other 
forecast parameters for the current day 
forecast.After you have defined call 
handling profiles and before you 
want the Forecast Manager to 
begin generating current day 
forecast data.
Define Costs Profiles 
for splits/skills.Define the costs per call/agent and the 
revenue per call.Before you run a Financial or 
Hypothetical Financial Forecast.
Define Trunk Group 
Profiles for each trunk 
group.Define a targeted percentage chance 
that calls to a trunk group will be 
blocked. 
CentreVu CMS uses this 
percentage to find the number of trunks 
required in a trunk group.Before running a Trunk 
Performance report.
Run the Forecast 
Manager every night 
via Timetable.Collect, on a daily basis, historical 
split/skill and trunk group data, and put 
the data in forecast input tables. Also, 
generate and store the current day 
forecast data in the Current Day 
Forecast table.Soon after your 
CentreVu CMS 
is up and running. You should 
have at least 28 days of 
split/skill data for split/skill 
forecasts and 35 days of trunk 
group data for the Trunk 
Performance report.
Define Special Days 
for each split/skill.Define the days that have unique call 
traffic or staffing needs (for example, 
promotional days or holidays).Before the Forecast Manager 
runs to collect data for that day. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Data Storage Allocation Administration2-2
Data Storage Allocation Administration2
Purpose2Use the Forecast Data Storage to specify how long CentreVu CMS 
should store historical data in the forecast input tables. When you order a 
forecast, 
CentreVu CMS uses, as input, the data from these tables to 
calculate forecast calls carried.
Things to Know 
Before You Start
2
lCentreVu CMS stores forecast input data separately, because only 
a few database items are used in forecast calculations. Thus, 
forecast input data can be stored for very long periods yet require a 
relatively small amount of disk space.
lThe intrahour interval data you save for split(s)/skill(s) is the primary 
input data used for split/skill forecasts. Since current day forecasts 
always use 1-week-apart data points, the minimum length of time 
you can store intrahour input data is 28 days (4 data points 
multiplied by 7 days). You can run forecasts before you have 28 
days of intrahour data, but the forecasts may not be accurate.
The daily data you save for split/skill forecasts are used only if you 
use the seasonal trending forecast method. If you want to run 
forecasts for December and use trending from the previous 
December, you should save daily data for 392 days (52 weeks plus 
4 extra weeks for the data points). The minimum length of time you 
can store daily data is 56 days (4 weeks, plus 4 extra weeks for the 
data points), since the earliest seasonal trend base date you could 
logically choose is a month ago.
lThe length of time CentreVu CMS should store input data for trunk 
groups depends on how far back you want to go to analyze trunk 
performance. If you want to analyze performance in a month-long 
period 1 year ago, store data for 397 days (366 days—in case of 
leap year, plus 31 days for the month you want to analyze).
lThe length of time you specify for split/skill data storage applies to 
all split(s)/skill(s) in the Automatic Call Distribution (ACD). Likewise, 
the length of time for trunk group data storage applies to all trunk 
groups in the ACD.
lAfter modifying your Forecast Data Storage Allocation window, you 
may need to adjust disk usage with the System Setup: Free Space 
Allocation window.