Lucent Technologies CentreVu Call Management System Release 3 Version 5 Manual

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-33
Table 3-4:  Intraday 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 information.
Forecast methodThe method, as specified on the Current Day Configuration window, 
used to determine forecast data:
lSeasonal trending
lCurrent trending
lNo trending.
Base dateA past date, as specified on the Current Day Configuration window, that 
is similar to the current date. This date is used only for seasonal 
trending.
% Additional 
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 Current Day 
Configuration window.
Activity today 
fromThe start times of the first and last intervals whose current day forecast 
data and actual data are compared. The ratio of actual to forecasted call 
data is the basis for transforming the remainder of the current day 
forecast data into intraday data.
Number of Calls 
CarriedThe total of actual calls carried for the time period specified by the 
Activity today from field.
Forecast Calls 
CarriedThe total of forecast calls carried for the time period specified by the 
Activity today from field. 
Percentage of 
Actual to ForecastThe percentage of forecast calls carried that actually were carried in the 
time period. This percentage is found by dividing the actual calls carried 
by the forecast calls carried.
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] The targeted average time calls should wait before an agent answers. 
This objective is specified in the Call Handling Profile selected in the 
Current Day Configuration window. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Intraday Report3-34
Service Level % 
[Call Handling 
Profile] 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]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 Current Day Configuration window.
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 Current Day Configuration 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 after-call-work time. This objective 
is specified in the Call Handling Profile selected in the Current Day 
Configuration 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/skill 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. Table 3-4:  Intraday Forecast Report Description  (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-35
Special Day Report3
Purpose3The Special Day Report tells you, for a special day, how many calls you 
can expect for a split/skill in each intrahour interval and how many agents 
you will need to handle those calls.
Figure 3-13:  Special Day Report Administration Overview
Things to Know 
About Report 
Data
3
lA special day, like a holiday or a special promotion day, may have 
unique characteristics. As a result, you may want 
CentreVu CMS to 
generate a forecast based only on the historical call volume on the 
last occurrence of the special day. Therefore, 
CentreVu CMS does 
not use data points in forecasting special day call volume.
lYou can adjust the special day forecast with the change factor.
lYou can also base the forecast on expected calls, rather than use 
historical data.
Data Storage Allocation
Call Handling Profile
Special Days
Forecast Manager
Special Day Forecast
NoteFor a detailed explanation of how CentreVu CMS generates 
forecast data, see Chapter 6, “How the Forecast System 
Generates Data.” 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-36
Prerequisite 
System 
Administration
3
lYou must have previously defined the special day on the 
Administration: Special Days window.
lYou must have defined a call handling profile to use with the 
split/skill for which you are running a forecast.
lThe Forecast Manager must have collected data for a previous 
occurrence of that special day. If not, you may manually run the 
Forecast Manager to collect data for that day, providing that the data 
is still in the historical database.
Special Day Input 
Window
3
To run a Special Day Forecast, you must complete the Special Day Input 
window (Figure 3-14
).
Figure 3-14:  Special Day Input Window 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-37
Field Descriptions3Split/Skill:
Enter the number or name of the split/skill for which you want a special 
day 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 special day forecast 
should begin.
lThe time must match the beginning of an intrahour interval. In 
addition, the split/skills call handling profile must include this 
interval.
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 special day 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.
Saved special day (mm/dd/yy on -n):
Enter the date, in mm/dd/yy format, of the special day whose data you 
want to use for the forecast. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-38
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.
(optional) Expected calls:
CentreVu CMS will not forecast 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 special day.
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.
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
Special Day Report3-39
Special Day 
Forecast Report 
Description
3
A description of each report item follows the report example in the 
Special Day Forecast Report Description table.
Figure 3-15:  Special Day Forecast Report Example
Table 3-5:  Special Day 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 information.
Forecast based 
on data fromThe date of the past special day supplying input data for this forecast.
% 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 Special Day Input 
window. 
(User expected 
calls)The total number of expected calls for the entire day. Expected calls are 
specified on the Special Day Input window. Expected calls are spread 
over the specified intrahour intervals in the day, in amounts equal to the 
relative amounts each interval had on the previous special day.
TimeThe start time of each intrahour interval included in the forecast. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Special Day Report3-40
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]The targeted average time calls should wait before an agent answers. 
This objective is specified in the Call Handling Profile selected in the 
Special Day Input window.
Service Level % 
[Call Handling 
Profile] 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] 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 Special Day Input window.
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 Special Day 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 after-call-work time. This objective 
is specified in the Call Handling Profile selected in the Special Day 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 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 3-5:  Special Day Forecast Report Description  (Contd)
Report Heading What It Means 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-41
Hypothetical Data3
Purpose3Prior to running a Hypothetical Report or a Financial Hypothetical Report, 
you must decide how you want to gather data for your reports. 
To define hypothetical data, you may:
lEnter new data in the hypothetical data table from scratch. 
For example, if you anticipate a future day whose call volume will be 
different from any days in the past, you might want to enter all data 
in the hypothetical data table from scratch.
lCopy historical data into the hypothetical data table.
For example, if you anticipate a future day whose call volume will be 
the same as days in the past.
lEdit data you copied.
For example, if you anticipate a future day whose call volume is 
unique for only a part of the day, you might copy the historical data 
into the hypothetical data table and then edit data for the intrahour 
intervals you know will be different.
CentreVu CMS supplies uniform default data in the hypothetical 
data table so that you can run hypothetical forecasts immediately. 
With this uniform default data, you can use a hypothetical forecast to 
experiment with and clearly study the effects of call profiles, forecast 
methods, and other forecast inputs.
To view or change this data, you must use the Edit Values window 
(Figure 3-17
).
See Figure 1-4, “Forecast System and Document Organization,” for an 
overview of Hypothetical Data.
NoteYour choice of how you gather data for your Hypothetical 
Report and your Hypothetical Financial Report depends on 
the type of day you want to forecast. 
						

							  Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast  585-215-825
Hypothetical Data3-42
Copy Historical 
Data
3
lUse the Copy Historical Data window (Figure 3-16) to copy historical 
data for a split/skill from the forecast input table into the hypothetical 
data table.
lYou can use this data, either immediately or after editing it, to run 
hypothetical forecasts.
Things to Know 
Before You Start
3
lAlthough you can copy historical data from any split/skill in any ACD 
(real or pseudo-ACD), data in the hypothetical data table is not 
stored for any particular split/skill or ACD. Instead, the hypothetical 
data table is simply a collection of ACD calls data for the intervals in 
four data points.
lYou must separately copy data for each of the data points, 1 through 
4. When you copy the data, any data that previously had been 
stored for that data point is overwritten in the table.
lYou cannot copy abandons from the forecast input data. However, 
you can manually include abandons with ACD calls by editing the 
hypothetical points. See the “Data Points” and “
Edit and View 
Hypothetical Data” sections in this chapter.
Prerequisite System 
Administration
3
lYou must have read and write permission for the Forecast 
subsystem.
lYou must have read permission for the split/skill (and ACD, if 
applicable) from which you are copying data.
lBefore you can copy data, you must have previously run the 
Forecast Manager to copy data from the historical data tables to the 
forecast input table. You can run the Forecast Manager either 
manually or in a timetable.
NoteTo actually see the data in the hypothetical data table, you 
must use the Edit Values window.