Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Call Handling Profiles Administration2-13
Service level:
Enter a number, 1 to 99, to specify the percentage of calls that you are 
expecting or targeting to be answered by agents within the specified 
number of seconds.
lEnter the number of seconds that you are targeting as an 
acceptable speed of answer for most calls.
lCMS will forecast just enough agents so that, within the specified 
number of seconds, they can answer a percentage of calls equal to 
or greater than your target percentage.
lThe number of seconds should not exceed the length of your 
administered intrahour interval.
Agent occupancy:
Enter a number, 0 to 100, to specify the percentage of time agents should 
spend on ACD calls and in ACW.
CMS will forecast just enough agents so that the percentage of time they 
spend on ACD calls is equal to or less than your target percentage. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-14
Current Day Configuration Administration2
Purpose2You must define a current day configuration for a split/skill to define the 
forecast method and additional forecast parameters CMS uses to 
generate current day forecast data.
The kinds of parameters you specify in a current day configuration are 
the same as those you specify at run time for other types of split/skill 
forecasts. However, you must specify current day forecast parameters 
before run time. This condition exists so that, when the Forecast 
Manager runs, it can automatically generate current day forecast data 
and store it in the Current Day Forecast Table in the CMS database. This 
arrangement (see Figure 2-5
) offers you two benefits:
lCMS can include current day forecast data alongside historical data 
in the standard Forecast Summary report.
lYou can include current day forecast data in a custom report.
As a result of this arrangement, you must first define a split(s)/skill(s) 
current day configuration, and then the Forecast Manager must run 
before you can actually run a current day forecast.
NoteCurrent day forecast data are the only data stored in the 
CMS database. Therefore, current day forecast data are also 
the only forecast data you can access later in either standard 
or custom reports. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-15
Figure 2-5:   Generating Current Day Forecast Data
Things to Know 
Before You Start
2
lYou must administer a Current Day configuration for each split/skill 
for which you want current day forecasts.
lIf you change a split(s)/skill(s) current day configuration, but the 
Forecast Manager has already generated the forecast data for the 
day you want, you can rerun the Forecast Manager for the day, and 
CentreVu CMS will overwrite the old forecast.
lEven though the Forecast Manager automatically generates current 
day forecast data for a split/skill (if you have defined a current day 
configuration for the split/skill), 
CentreVu CMS does not 
automatically generate a Current Day Forecast report. Instead, you 
Call Handling
ProfileCurrent Day
ConfigurationForecast Input
Data Table
CentreVu CMS
Database
Current Day
Input Window
Current Day
Forecast Report
Current Day
Forecast Data
Current Day
Forecast Data
Forecast
Manager
Historical Input
DataParameters 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-16
have to run the report via the Reports: Current Day Input window or 
schedule it in a Timetable. See Figure 2-6
.
lIf any historical data point had unusual call traffic, and a current day 
forecast will use data from that data point, you may want to de-
emphasize that data point in the forecast.
Prerequisite 
System 
Administration
2
lYou must have write permission for the Forecast subsystem and for 
the particular split/skill that you identify in the forecast configuration.
lThe call handling profile you specify for the current day configuration 
must already be defined.
Current Day 
Configuration 
Window
2
Use the Current Day Configuration window to set up the current day 
forecast parameters. See Figure 2-6
.
Figure 2-6:   Current Day Configuration Window 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-17
Field/Action List 
Usage
2
Add
To add a Current Day Configuration, complete all fields, and select Add.
Delete
To delete a configuration, complete the Split(s)/Skill(s): field, 
and select Delete.
Find one/List all
To display the split(s)/skill(s) name(s), select Find one or List all.
Modify
To modify a configuration, complete the Split(s)/Skill(s) field 
and any fields you want to change, and select Modify.
Field Descriptions2Split(s)/Skill(s):
Enter the number or name of the split/skill for which you want current day 
forecast data.
First interval start time: [Forecast 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 when each current day forecast 
should begin.
lThe time must match the beginning of an intrahour interval, typically 
the first interval in your call centers work day. In addition, the 
selected call handling profile must include this interval and all 
intervals through the interval you enter in the Last interval 
start time field.
Last 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).
lThe time must match the beginning of an intrahour interval, typically 
the last interval in your call centers work day. In addition, the 
selected call handling profile must include this interval and all 
previous intervals starting from the interval you entered in the  
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-18
First interval start time field. CentreVu CMS will 
generate forecast data through the end of this intrahour interval.
lThis time tells CentreVu CMS which intrahour interval is the last 
interval it should include in each current day forecast.
Call handling profile:
Enter the number, 1 to 100, of the call handling profile that 
CentreVu 
CMS will use to generate forecast data.
Forecast method: (select one)
Enter an x to select one of the three trending options:
lNo trending—CentreVu CMS will use data from data points in the 
previous 4 weeks but will not generate a forecast based on the trend 
of that data.
lSeasonal trending—CentreVu CMS will use data from a 
specified base date and data points from the 4 weeks previous 
to that date. 
CentreVu CMS will then generate a forecast that 
projects growth or shrinkage based on the trend of that 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. 
Use -n if you plan to automatically run a current day forecast every 
day via Timetable.
The base date should be a day when the call center activity was 
similar to the activity expected for the current day.
lCurrent trending—CentreVu CMS will use data from data 
points in the previous 4 weeks and will generate a forecast that 
projects growth or shrinkage based on the trend of that data.
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.
l100% means that CentreVu CMS will make no additional changes to 
the number of calls initially forecasted.
lIf you are using trending, you should leave the change factor at 100 
except for highly unusual circumstances. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Current Day Configuration Administration2-19
Number of days of current day forecasts to save:
Enter a number, 1 to 999, to tell 
CentreVu CMS how many current day 
forecasts to save for the split/skill.
lIf you enter 365 and run a forecast for the split/skill every day, 
CentreVu CMS will save each current day forecast for a year. This 
means that you will be able to redisplay or reprint a current day 
forecast that is up to 1 year old. This also means that you can run 
custom reports that include current day forecast data that are 1 year 
old.
lCurrent day forecasts use disk space. Therefore, you should save 
only the number of forecasts you really need.
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.
NoteYou should leave the relative weight of each date at 10 unless you 
know the data stored for a particular date are highly unusual or 
incorrect. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-20
Costs Profile Administration2
Purpose2You define costs profiles to specify the following objectives for a split/skill:
lCost per call
lCost per agent
lRevenue per call.
Things to Know 
Before You Start
2
lIn the Financial and Hypothetical Financial Forecasts, 
CentreVuCMS will use the costs profile, along with forecasted calls 
carried, to forecast “financial information” (both costs and profit and 
the resulting margin) of a split(s)/skill(s) operation per intrahour 
interval.
lYou must specify cost-per-agent, cost-per-call, and revenue-per-call 
for each intrahour interval that you want to forecast.
lUp to 100 costs profiles may be created per ACD connected to 
CentreVu CMS. As a result, you can define a profile which describes 
one or more splits/skills. You might do this if, for example, you want 
a profile for forecasts of weekdays (when calling rates are high), and 
another profile for forecasts of weekends (when rates are 
discounted).
lYou may define a unique costs profile for each split/skill for which 
you want forecasts. However, you will normally be able to use the 
same costs profile, if appropriate, for multiple splits/skills in the ACD.
lIn the Costs Profiles window itself, you assign only a profile ID 
number. To actually define the costs/revenue objectives of a profile, 
you must use the Get Contents window, which displays when you 
select the Get Contents action list option. See Figure 2-4
.
lYou can also copy an existing profiles objectives to the new profile 
you are defining. You do this via the Copy window which displays 
when you select the Copy action list option. See Figure 2-3
. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-21
Costs Profile 
Window
2
Use the Costs Profile window (Figure 2-7) to define a costs profile.
Figure 2-7:   Costs Profile Window
Field/Action List 
Usage
2
Add
To add a costs profile, complete the Current profile: field to 
assign the profile number, and select Add. 
Copy
To copy the contents of another profile, complete the Current 
profile: field, and select Copy.
Delete
To delete a profile, complete the Current profile: field, and select 
Delete.
Get contents
To define the costs profile from scratch, select Get contents.
To modify a profile, complete the Current profile field, and select 
Get Contents.
Find one/List all
To display the split/skill name(s) and a description(s) of the split/skill, 
select Find one or List all. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Costs Profile Administration2-22
Field Descriptions2Current profile:
Enter the number, 1 to 100, of the costs profile you want to view, add, 
modify, or delete.
Description:
Enter a description of the profile.
Copy Window2When you select Copy on the Costs Profiles window, the following Copy 
window displays.
Figure 2-8:   Copy Window
Field Descriptions2Copy from:
Enter the number, 1 to 100, of the costs profile whose contents you want 
to copy to the new profile number.