Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-13
Longterm Report 
Input Window
3
To run a Longterm Forecast, you must complete the Longterm Input 
window (Figure 3-5
).
Figure 3-5:  Longterm Input Window
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a longterm 
forecast.
Forecast date (mm/dd/yy or +n):
Enter a date as a relative day (for example, 12 means 12 days after 
today) or in mm/dd/yy format. 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 longterm forecast 
should begin.
lThe time should match the beginning of an intrahour interval. In 
addition, the split(s)/skill(s) call handling profile must include this 
interval. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-14
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 longterm 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 the Last interval start time: 
fields.
Days 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.
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 method (select one):
The forecast method you select always finds the average of the previous 
4 weeks. This average is adjusted based on the trending option you 
select. Enter an x to select one of the four trending options:
lNo trending—CMS will average the data from data points in the 
previous 4 days or weeks. This option will not generate any trend of 
that data.
lSeasonal trending—CentreVu CMS will use data from a 
specified base date and data points from the 4 days (or 4 weeks) 
previous to that date. 
CentreVu CMS will then generate a forecast 
that projects growth or shrinkage based on the trend of that 
seasonal 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 a mm/dd/yy format. 
If you use the mm/dd/yy format, then put 0 in the input blank for -n 
so that 
CentreVu CMS knows how to use the mm/dd/yy entry. If the
-n entry is not 0, it will be used. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-15
The base date should be a day when the call center activity was 
similar to that expected for the current day.
lCurrent trending—CentreVu CMS will use data from data 
points in the previous 4 days or weeks and will generate a forecast 
that projects growth or shrinkage based on the trend of that data.
lExpected calls—CentreVu CMS will not forecast the number of 
calls to the split/skill. 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 historical data in your data 
points.
If you select Expected calls, you must enter the number of calls 
you expect will connect to the split/skill 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.
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
Longterm Report3-16
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
Longterm Report3-17
Longterm 
Forecast Report 
Example
3
A description of each report item follows the report example in the 
Longterm Forecast Report Description table.
Figure 3-6:  Longterm Forecast Report Example 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-18
Table 3-2:  Longterm Forecast Report Description 
Report Heading What It Means
ACDThe ACD of the forecasted split/skill.
PrintedThe date and time the report was run.
Split/SkillThe name of the split/skill for the forecast.
Forecast forThe date for which you want the forecast.
Historical data 
used The current data points used for the forecast, and their respective 
weights (0 to 10), as specified on the Longterm Input window. 
% 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 Longterm Input 
window.
Forecast methodThe method, as specified on the Longterm Input window, used to 
determine forecast data:
lSeasonal trending
lCurrent trending
lNo trending
lExpected calls.
Base dateA past date, as specified on the Longterm Input window, that is similar to 
the current date. This date is used only for seasonal trending. 
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 
Reqd The 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]The targeted average time calls should wait before an agent answers. 
This objective is specified in the Call Handling Profile selected in the 
Longterm Input window.
Service Level % 
[Call Handling 
Profile]The targeted percentage of calls that the split(s)/skill(s) agents will 
answer within the time specified in the Service Level sec field. 
This objective is specified in the Call Handling Profile selected in the 
Longterm Input window.
Service Level sec 
[Call Handling 
Profile]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 Longterm Input window. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Longterm Report3-19
Agent Occ %
[Call Handling 
Profile]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 Longterm Input window.
Avg Serv Time 
[Call Handling 
Profile]The targeted average number of seconds each agent should spend on 
an ACD call, including talk time and ACW time. This objective is 
specified in the Call Handling Profile selected in the Longterm 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(s)/skill(s) agents will 
answer within the time specified in the Service Level 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 % 
[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 3-2:  Longterm Forecast Report Description  (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-20
Financial Report3
Purpose3The Financial Forecast tells you, for any day up to 35 days in the future, 
the following for each intrahour interval in the day:
lHow many calls you can expect for a split/skill
lHow many agents you will need to handle those calls
lHow much your profit margin will be.
Figure 3-7:  Financial Report Administration Overview
NoteFor a detailed explanation of how CentreVu CMS generates 
forecast data, see Chapter 6, “How the Forecast System 
Generates Data.”
Data Storage Allocation
Call Handling Profile
Costs Profiles
Forecast Manager
Financial Forecast 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-21
Prerequisite 
System 
Administration
3
lYou must have read permission for the Forecast subsystem and the 
split/skill for which you are running the forecast.
lYou must have defined a call handling profile to use with the 
split/skill for which you are running a forecast.
lYou must have defined a costs profile to use with the split/skill for 
which you are running a forecast.
lFor you to get accurate forecasts, the Forecast Manager must have 
collected the forecast input data as follows:
— For 1-day-apart data points, 4 days of data
— For 1-week apart data points, 4 weeks of data
— For seasonal trending, at least 8 weeks of data.
Financial Input 
Window
3
To run the Financial Forecast, you must complete the Financial Input 
window (Figure 3-8
).
Figure 3-8:  Financial Input Window
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a forecast. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Financial Report3-22
Forecast date (mm/dd/yy or +n):
Enter a date as a relative day (for example, 12 means 12 days after 
today) or in mm/dd/yy format. This is the date for which you want to 
forecast call traffic and required agents. A maximum of four digits are 
allowed.
First 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 what time the longterm forecast 
should begin.
lThe time must match the beginning of an intrahour interval. In 
addition, the split(s)/skill(s) call handling profile must include this 
interval.
Last interval start time:
Enter a time of day in hh:mm format, in 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 financial forecast.
lThe time must 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.
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.