Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-33
Start date (mm/dd/yy or -n):
Enter a relative day as a negative number (for example, -397 for the 
day one year and one month ago) or a date in mm/dd/yy format to specify 
the day from which the Forecast Manager should begin to re-collect data. 
This date must be farther in the past than the Stop date (mm/yy/dd 
or -n): field indicates.
CautionIf you use this option of the Forecast Manager to recollect data, 
CMS will delete all data previously stored in the forecast input 
tables. Therefore, if you recollect data, you should specify a 
range that includes all forecast input days you need, from some 
date in the past (usually 397 days ago if you use seasonal 
trending) up to yesterday.
If the CMS database no longer contains historical data for the 
dates you want to recollect, the Forecast Manager cannot 
collect that data for the forecast input tables. For example, if the 
Data Storage Allocation stores 31 days of intrahour split/skill 
data and 365 days of daily split/skill data, the Forecast Manager 
can only collect 31 days and 365 days of input data, 
respectively. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-34
Stop date (mm/dd/yy or -n):
Enter a relative day as a negative number (for example, -1 for 
yesterday) or a date in mm/dd/yy format to specify the day at which the 
Forecast Manager should stop recollecting data. This date must be more 
recent than the Start date (mm/yy/dd or -n): field indicates.
When you select Get status, the following fields are displayed in a 
table: 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-35
Time Manager Ran
Provides the day(s) and the time manager ran. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-36
Status
Describes if the status of the data for the run was a success or failure. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Forecast Manager Administration2-37
Data Collected For
Displays the date(s) for which the data was collected. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Special Days Administration2-38
Special Days Administration2
Purpose2You define special days for a split/skill so that CMS can store historical 
data for those days in a special day forecast input table. CMS can then 
generate special day forecasts on future occurrences of those days.
A special day is a day that has unusual call traffic, like the day after 
Thanksgiving. Another example of a special day might be a special 
television advertising campaign that occurs one day a quarter. If you want 
to find out how many agents you will need for the next campaign, you can 
define the date of the most recent campaign as a special day, collect data 
for that day in the special day table, and then run a special day forecast 
when the campaign approaches next quarter.
Things to Know 
Before You Start
2
lYou can define as many special days as necessary for your system. 
However, remember that each special day uses additional disk 
space on your computer.
lIf a special day you have defined has not yet occurred, the Forecast 
Manager will automatically collect and store special day input data 
when the day arrives (assuming the Forecast Manager has been 
placed on a timetable).
lIf a special day you have defined has already occurred, you can 
rerun the Forecast Manager to collect the data.
lYou can set the length of time that CMS will store special day input 
data. Do this using the Forecast Administration: Data Storage 
window.
NoteIf you want to change the date for a special day like the day 
after Thanksgiving, whose date is different each year, you 
must add a new date. You may, in fact, have two dates with 
the same definition (for example, 11/23/96 and 11/24/97 
could both have “Day after Thanksgiving” for the 
description). 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Special Days Administration2-39
Prerequisite 
System 
Administration
2
lYou must run the Forecast Manager either on a timetable or 
manually to collect special day data. You cannot get a special day 
forecast unless the Forecast Manager has already collected and 
stored data for that special day.
lYou must define the Forecast Data Storage to save special day data 
for the length of time that you will need it. Typically, you will want to 
save special day input data for a year.
lYou must have write permission for the Forecast subsystem and for 
the split(s)/skill(s) for which you are defining special days.
Special Days 
Window
2
Use the Special Days window (Figure 2-13) to define, for a split/skill, 
those days that have unusual call traffic.
Figure 2-13:   Special Days Window
Field/Action List 
Usage
2
Add
To add a special day, complete all three fields, and select Add.
Delete
To delete a special day, complete the Split/Skill: and Date fields, 
and select Delete. 
Find one
To display the name of a split/skill, select Find one.
List all
To view special days for a split/skill, complete the Split/Skill: field, 
and select List all. 
						

							  Forecast Administration CentreVu CMS R3V5 Forecast  585-215-825
Special Days Administration2-40
Modify
To modify a special day, complete the Split/Skill: and Date 
(mm/dd/yy): fields and any other fields you want to change, and 
select Modify.
Field Descriptions 2Split/Skill:
Enter a split/skill name or number for which you want to add, change, 
delete, or view a special day.
Date (mm/dd/yy):
Enter the date of a special day you want to add, change, or delete. Use a 
mm/dd/yy format.
Description:
Enter a description of the special day. Your description should accurately 
describe the special day you are defining. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
General Information3-1
3 Call Volume/Agents Forecast Reports
General Information3
This chapter describes the Call Volume/Agent Forecast reports available in 
CentreVu ™CMS. A call volume/agent forecast predicts the number of calls 
a split/skill will receive (Forecast calls carried) and how many agents 
will be required to handle those calls (Number of agents required). 
This is the number of agents which should have this number as their top skill 
(G3V5 and later with EAS). The types of call volume/agent forecasts 
available are as follows:
Current Day 
ForecastA forecast for today — based on historical 
data.
Longterm ForecastA forecast for today or a day up to 35 days in 
the future — based on historical data.
Special Day 
ForecastA forecast for a day that has unique 
characteristics — based on historical data.
Intraday ForecastA forecast for the remainder of today — based 
on historical data and on data from the 
beginning of today.
Financial ForecastA Longterm Forecast that has an additional 
forecast of profit margins.
Hypothetical 
ForecastA forecast for a day up to 35 days in the future 
— based on hypothetical data you define.
Hypothetical 
Financial ForecastA Hypothetical Forecast that has an additional 
forecast of profit margins.
NoteThe hypothetical forecasts do not require historical data. 
Therefore, you can set up and begin using these reports 
immediately. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Guidelines for Call Volume/Agents Forecast Reports3-2
Guidelines for Call Volume/Agents Forecast Reports3
The following guidelines provide you with some general rules for 
choosing input parameters on Call Volume/Agents forecast reports:
lIf the number of calls handled by a split/skill over the last month is 
representative of what you expect in the future, use the regular 
(Current Day, Longterm, or Financial) forecast reports with 100 
percent in the Change factor field (indicating no difference).
lIf the pattern of calls handled by a split/skill through the day over the 
last month is representative of what you expect in the future, but the 
total number of calls is expected to be a higher or lower percentage, 
use the regular (Current Day, Longterm, or Financial) forecast 
reports with the Change factor field set to 100+ the amount 
higher or 100- the amount lower.
lIf the pattern of calls handled by a split/skill through the day over the 
last month is representative of what you expect in the future but the 
number of expected calls for the day is known, use the regular 
(Longterm, or Financial) forecast reports with Expected calls 
field. Note that Change factor is not used when the forecast 
method is Expected calls.
lIf the pattern of calls handled by a split/skill through the day is not 
representative of what you expect in the future, create or edit 
Hypothetical Data matching the expected pattern, and use the 
Hypothetical or Hypothetical Financial Forecast reports.
lIf the number of calls handled by a split/skill shows a strong weekly 
pattern (for example, when the volume of calls is low every Monday 
and increases to a peak on Saturday), then use 7-days-apart data 
for your Call Volume/Agent Forecast reports.
lIf the number of calls handled by a split/skill does not show a weekly 
pattern, then you can effectively use 1-day-apart data for your Call 
Volume/Agent forecasts. This is useful for short term projections and 
before you have accumulated at least 2 weeks of forecast data.
lIf the number of calls handled by a split/skill shows a strong pattern 
across each month, Seasonal Trending may be an effective forecast 
method for you to use. The Seasonal trending, base date 
field should be a month ago (for example, -28).
lIf the number of calls handled by a split/skill shows a strong pattern 
across the year, Seasonal Trending may be an effective forecast 
method for you to use. The Seasonal trending, base date 
field should be a year ago (for example, -364).