Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual
  1. Manuals
  2. Brands
  3. Lucent Technologies Manuals
  4. Software
  5. CentreVu Release 3 Version 5 Forecast
  6. User manual
Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Call management system release 3 version 5 forecast
Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
CentreVu
Release 3 Version 5
Forecast
Call Management System
585-215-825
Comcode 107876203
Issue 1
December 1996

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the CentreVu Release 3 Version 5 Forecast and is the answer not in the manual?

Questions and answers

Subscribe to Our Youtube Channel

Related Manuals for Lucent Technologies CentreVu Release 3 Version 5 Forecast

Summary of Contents for Lucent Technologies CentreVu Release 3 Version 5 Forecast

  • Page 1 CentreVu Call Management System Release 3 Version 5 Forecast 585-215-825 Comcode 107876203 Issue 1 December 1996...
  • Page 2 Lucent Technologies National Customer Care Center vent unauthorized use. The system manager is also responsible for read- Lucent Technologies provides a telephone number for you to use to re- ing all installation, instruction, and system administration documents port problems or to ask questions about your call center. The support provided with this product in order to fully understand the features that telephone number is 1-800-242-2121.

  • Page 3: Table Of Contents

    CentreVu CMS R3V5 Forecast 585-215-825 CentreVu Call Management System Release 3 Version 5 Forecast Table of Contents Preface General Information . Conventions Used in This Document Related Documents CentreVu CMS Publications . CentreVu Supervisor Publications . Other Useful Publications . Introduction What Is Forecasting? .
  • Page 4 CentreVu CMS R3V5 Forecast 585-215-825 Things to Know Before You Start Prerequisite System Administration Data Storage Allocation Window. Field/Action List Usage . Field Descriptions . Call Handling Profiles Administration Purpose . Things to Know Before You Start Prerequisite System Administration Call Handling Profiles Window .
  • Page 5 CentreVu CMS R3V5 Forecast 585-215-825 Field Descriptions . 2-31 Special Days Administration 2-38 Purpose . 2-38 Things to Know Before You Start 2-38 Prerequisite System Administration 2-39 Special Days Window . 2-39 Field/Action List Usage . 2-39 Field Descriptions . 2-40 Call Volume/Agents Forecast Reports .
  • Page 6 CentreVu CMS R3V5 Forecast 585-215-825 Purpose . 3-41 Copy Historical Data. 3-42 Things to Know Before You Start . 3-42 Prerequisite System Administration . 3-42 Copy Historical Data Window . 3-43 Edit and View Hypothetical Data . 3-44 Things to Know Before You Start . 3-44 Prerequisite System Administration .
  • Page 7 CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Report Example . How the Forecast System Generates Data General Information . Call Volume/Agents Forecast Reports . Algorithm for Current and Seasonal Data Points . Current Data Points Example 1: Current Data Points Seasonal Data Points .
  • Page 8 CentreVu CMS R3V5 Forecast 585-215-825 viii...

  • Page 9: Preface

    Preface CentreVu CMS R3V5 Forecast 585-215-825 General Information Preface General Information The CentreVu™ Call Management System Release 3 Version 5 Forecast (585-215-825) document is written for CentreVu Call Management System (CMS) administrators and split/skill supervisors who are responsible for administering and reporting forecast data. This document is organized as follows: “Preface,”...

  • Page 10: Conventions Used In This Document

    The following conventions are used throughout this document: Related document Include the book title, in italics, and the callouts document number (if an Lucent Technologies publication). For example, “See the CentreVu™ Call Management System R3V5 Custom Reports (585-215-822) document for more information.”...

  • Page 11: Related Documents

    Preface CentreVu CMS R3V5 Forecast 585-215-825 Related Documents Related Documents There are many documents that can help you use the CentreVu CMS software to its maximum capability. The most important ones are listed below. CentreVu CMS The following documents, relevant to CentreVu CMS, have also been published: Publications CentreVu™...

  • Page 12: Centrevu Supervisor Publications

    Related Documents CentreVu The following documents, relevant to CentreVu Supervisor, have also been published: Supervisor Lucent Technologies CentreVu™ Supervisor Version 5 User Guide Publications ( 585-215-829) Lucent Technologies CentreVu™ Supervisor Version 5 Installation and Getting Started ( 585-215-830) Lucent Technologies CentreVu™ Supervisor Version 5 Report Designer ( 585-215-831) Lucent Technologies CentreVu™...

  • Page 13: Introduction

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 What Is Forecasting? Introduction What Is Forecasting? Forecasting is the method used to estimate, calculate, or predict the staffing and capacity for specified time periods in the future. With forecasting, you can predict the following: Number of calls that you could receive during a specified time period Number of agents that you will need to handle a specified volume of calls (for example, you can vary the input parameters for agent...

  • Page 14: Purpose Of Forecast Subsystem

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 Purpose of Forecast Subsystem Purpose of Forecast Subsystem Use the Forecast subsystem to do the following: Provide you with the estimated number of agents and the number of trunks required for each intrahour interval. Set objectives for Automatic Call Distribution (ACD) activities involving agents, split(s)/skill(s), and trunk/trunk groups for which you want to get forecasting information about upcoming dates or...

  • Page 15: Types Of Forecasting

    CMS. If you have not purchased Forecasting, the Forecast MainMenu option does not appear. If you wish to purchase Forecasting, call your Lucent Technologies account executive. Types of Forecasting The Forecast subsystem allows you to set up the desired report prerequisites through Administration windows.

  • Page 16: Getting Started With Forecasts

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 Getting Started with Forecasts Getting Started with Forecasts Before you start using the Forecast subsystem, you must do the following: 1. Read this chapter before you start. 2. Determine the type of forecasting you want to use. 3.

  • Page 17: Data Used For Split/Skill Forecasts

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 Getting Started with Forecasts Data Used for To forecast calls carried to a split/skill, CentreVu CMS uses historical intrahour interval data. Specifically, CentreVu CMS uses the sum of ACD Split/Skill and abandoned calls that the split/skill received in each interval. This sum Forecasts of ACD and abandoned calls is called the Number of calls carried.

  • Page 18: Split/Skill Forecast Methods

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 Getting Started with Forecasts One-week-apart data points are days in each of the preceding 4 weeks and are the same day of the week as the forecasted day. Look at the example in Figure 1-2.
  • Page 19 Introduction CentreVu CMS R3V5 Forecast 585-215-825 Getting Started with Forecasts Expected Calls You enter the number of calls you expect for the forecasted day. CentreVu CMS checks the data points to find the percentage of historical calls that arrived in each intrahour interval. CentreVu CMS then distributes your expected calls among the forecast day’s intervals using those same percentages.
  • Page 20 Introduction CentreVu CMS R3V5 Forecast 585-215-825 Getting Started with Forecasts MAY 1996 JUNE 1996 = season day = seasonal trend base date = seasonal data points MAY 1997 JUNE 1997 = today = data points = forecast day Figure 1-3: Sample Data Points—Seasonal Trending For most split/skill forecasts, you must select the forecast method(s) at the time you run the report.

  • Page 21: Start-Up Tasks

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 Start-Up Tasks Start-Up Tasks You will need to complete the following forecast administration before you can run a forecast report: Define the Data Storage Allocation. Define Call Handling Profiles as needed for splits/skills. Define a Current Day Configuration for each split/skill. Define Costs Profiles as needed for splits/skills.

  • Page 22: How To Use The Forecast Subsystem

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-10 How to Use the Forecast Subsystem How to Use the Forecast Subsystem 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.
  • Page 23 Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-11 How to Use the Forecast Subsystem Administration Forecast Data Storage Allocation Call Handling Profile Current Day Configuration Cost Profiles Trunk Group Profiles Forecast Manager Special Days Reports Current Day Longterm Financial Intraday Special Day Agent Positions Required Trunks Required Trunk Performance...

  • Page 24: Forecast Menus

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-12 Forecast Menus Forecast Menus 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...
  • Page 25 Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-13 Forecast Menus Figure 1-7: Hypothetical Forecast Submenu Figure 1-8: Hypothetical Data Forecast Submenu...

  • Page 26: Relationships To Other Subsystems

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-14 Relationships to Other Subsystems Relationships to Other Subsystems User Permissions Permissions 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.

  • Page 27: Dictionary

    Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-15 Relationships to Other Subsystems Dictionary You 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.
  • Page 28 Introduction CentreVu CMS R3V5 Forecast 585-215-825 1-16 Relationships to Other Subsystems...

  • Page 29: Forecast Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 General Information Forecast Administration General Information 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...

  • Page 30: Data Storage Allocation Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Data Storage Allocation Administration Data Storage Allocation Administration Purpose Use 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.

  • Page 31: Prerequisite System Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Data Storage Allocation Administration Prerequisite You must have write permission for the Forecast subsystem. System You must run the Forecast Manager to actually retrieve data from the historical data tables. You can run the Forecast Manager either Administration manually or in a timetable.

  • Page 32: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Data Storage Allocation Administration Field Descriptions Intrahour split/skill data: Enter the number of days of intrahour split/skill data that you want to store for use in split/skill forecasts. The minimum number of days you can enter is 28. The maximum number of days is unlimited.
  • Page 33 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Data Storage Allocation Administration Special day data: Enter, as a number of days, the length of time that you want CMS to store historical data for a special day. This is the data you will use to run a Special Day forecast when the next occurrence of the special day approaches.

  • Page 34: Call Handling Profiles Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Call Handling Profiles Administration Call Handling Profiles Administration Purpose You define a call handling profile to specify the following call handling objectives for a split/skill: Average speed of answer. The average time you are expecting or targeting callers to wait in queue before connecting to an agent.
  • Page 35 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Call Handling Profiles Administration In defining the agent occupancy objective, remember that the objective is the percentage of time that you want the agents active on a call or in ACW. CMS uses the Erlang C algorithm, which assumes that each agent is available and waiting for a call if they are not on an ACD call or in ACW.

  • Page 36: Prerequisite System Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Call Handling Profiles Administration For example, if your target average speed of answer is 30 seconds, the forecasted number of agents might be able to handle calls with an average speed of answer of 28 seconds. To account for the differences between objectives and forecasted performance, split/skill forecasts include “Profile results”...

  • Page 37: Field/Action List Usage

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 Call Handling Profiles Administration Field/Action List Usage To add a call handling profile, complete the Current profile: field to assign the profile number, and select Add. Copy To copy the contents of another profile, select Copy. Delete To delete a profile, complete the Current profile: field, and select Delete.

  • Page 38: Copy Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-10 Call Handling Profiles Administration Copy Window When you select Copy on the Call Handling Profiles window, the following Copy window displays. See Figure 2-3. Figure 2-3: Copy Window Field Descriptions Copy from: Enter the number, from 1 to 100, of the call handling profile whose contents you want to copy to the new profile number.

  • Page 39: Get Contents Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-11 Call Handling Profiles Administration Get Contents When you select Get contents on the Call Handling Profiles window, the following Get Contents window displays. See Figure 2-4. Window Figure 2-4: Get Contents Window Field/Action List Usage To add objectives for one intrahour interval, complete all fields, and select...

  • Page 40: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-12 Call Handling Profiles Administration Field Descriptions 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). When viewing, modifying, or deleting objectives, you may specify multiple intervals with: —...
  • Page 41 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-13 Call Handling Profiles Administration 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.

  • Page 42: Current Day Configuration Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-14 Current Day Configuration Administration Current Day Configuration Administration Purpose You 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.

  • Page 43: Things To Know Before You Start

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-15 Current Day Configuration Administration Current Day Forecast Input Call Handling Configuration Data Table Profile Parameters Historical Input Data Forecast Manager Current Day Forecast Data CentreVu CMS Database Current Day Forecast Data Current Day Input Window Current Day Forecast Report...

  • Page 44: Prerequisite System Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-16 Current Day Configuration Administration have to run the report via the Reports: Current Day Input window or schedule it in a Timetable. See Figure 2-6. If 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.

  • Page 45: Field/Action List Usage

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-17 Current Day Configuration Administration Field/Action List Usage 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.
  • Page 46 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-18 Current Day Configuration Administration First interval start time field. CentreVu CMS will generate forecast data through the end of this intrahour interval. This time tells CentreVu CMS which intrahour interval is the last interval it should include in each current day forecast.
  • Page 47 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-19 Current Day Configuration Administration 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. If you enter 365 and run a forecast for the split/skill every day, CentreVu CMS will save each current day forecast for a year.

  • Page 48: Costs Profile Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-20 Costs Profile Administration Costs Profile Administration Purpose You define costs profiles to specify the following objectives for a split/skill: Cost per call Cost per agent Revenue per call. Things to Know In the Financial and Hypothetical Financial Forecasts, CentreVu CMS will use the costs profile, along with forecasted calls Before You Start carried, to forecast “financial information”...

  • Page 49: Costs Profile Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-21 Costs Profile Administration Costs Profile Use the Costs Profile window (Figure 2-7) to define a costs profile. Window Figure 2-7: Costs Profile Window Field/Action List Usage To add a costs profile, complete the Current profile: field to assign the profile number, and select Add.

  • Page 50: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-22 Costs Profile Administration Field Descriptions Current 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 Window When you select Copy on the Costs Profiles window, the following Copy window displays.

  • Page 51: Get Contents Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-23 Costs Profile Administration Get Contents When you select Get contents on the Costs Profiles window, the following Get Contents window displays. Window Figure 2-9: Get Contents Window Field/Action List Usage To add costs/revenues for one interval, complete all fields, and select Add.

  • Page 52: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-24 Costs Profile Administration Field Descriptions 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). This time is the start time of the interval whose costs/revenues you want to view, add, modify, or delete.

  • Page 53: Trunk Group Profile Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-25 Trunk Group Profile Administration Trunk Group Profile Administration Purpose You define a trunk group profile to specify a targeted blocking percentage for the trunks in a trunk group. Things to Know A blocking percentage is the percentage of time that incoming calls to an ACD will fail to connect to the ACD because all trunks in a Before You Start trunk group are busy.

  • Page 54: Trunk Group Profile Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-26 Trunk Group Profile Administration Trunk Group Use the Trunk Group Profile window (Figure 2-10) to specify a blocking percentage objective for a trunk group. Profile Window Figure 2-10: Trunk Group Profile Window Field/Action List Usage To add trunk group blocking objectives for one or more trunk groups,...

  • Page 55: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-27 Trunk Group Profile Administration Field Descriptions Trunk group(s): Enter the number(s) or name(s) of the trunk group(s) whose blocking objective you want to view, add, modify, or delete. You can view and modify trunk group profiles only one trunk group at a time.

  • Page 56: Forecast Manager Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-28 Forecast Manager Administration Forecast Manager Administration Purpose You run the Forecast Manager to collect data from the CentreVu CMS historical tables and to put the data in the forecast input tables. See Figure 2-12.

  • Page 57: Things To Know Before You Start

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-29 Forecast Manager Administration Things to Know You should schedule the Forecast Manager in Timetable to run every night after the Data Summarizing window has compiled and Before You Start saved daily historical data. By running the Forecast Manager via Timetable, you ensure that the Forecast Manager collects input data every day.

  • Page 58: Prerequisite System Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-30 Forecast Manager Administration If you use the Recollect option, CentreVu CMS will delete Caution 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, usually from some date in the past up to yesterday.

  • Page 59: Forecast Manager Window

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-31 Forecast Manager Administration Forecast Manager For CentreVu CMS to generate forecasts, you must run the Forecast Manager to collect data from the CentreVu CMS historical tables and to Window put the data in the forecast input tables. See Figure 2-12.
  • Page 60 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-32 Forecast Manager Administration 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 from which the Forecast Manager should collect data.
  • Page 61 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-33 Forecast Manager Administration If you use this option of the Forecast Manager to recollect data, Caution 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.
  • Page 62 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-34 Forecast Manager Administration 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.
  • Page 63 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-35 Forecast Manager Administration Time Manager Ran Provides the day(s) and the time manager ran.
  • Page 64 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-36 Forecast Manager Administration Status Describes if the status of the data for the run was a success or failure.
  • Page 65 Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-37 Forecast Manager Administration Data Collected For Displays the date(s) for which the data was collected.

  • Page 66: Special Days Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-38 Special Days Administration Special Days Administration Purpose You 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.

  • Page 67: Prerequisite System Administration

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-39 Special Days Administration Prerequisite You must run the Forecast Manager either on a timetable or manually to collect special day data. You cannot get a special day System forecast unless the Forecast Manager has already collected and Administration stored data for that special day.

  • Page 68: Field Descriptions

    Forecast Administration CentreVu CMS R3V5 Forecast 585-215-825 2-40 Special Days Administration 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 Split/Skill: Enter a split/skill name or number for which you want to add, change, delete, or view a special day.

  • Page 69: Call Volume/Agents Forecast Reports

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 General Information Call Volume/Agents Forecast Reports General Information 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).

  • Page 70: Guidelines For Call Volume/Agents Forecast Reports

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Guidelines for Call Volume/Agents Forecast Reports Guidelines for Call Volume/Agents Forecast Reports The following guidelines provide you with some general rules for choosing input parameters on Call Volume/Agents forecast reports: If 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).
  • Page 71 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Guidelines for Call Volume/Agents Forecast Reports If the number of calls handled by a split/skill shows a strong trend that is unrelated to previous times, Current Trending may be an effective forecast method for you to use. Choose whether the Days between historical data points field is 1 or 7 based on the length of the current trend.
  • Page 72 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Guidelines for Call Volume/Agents Forecast Reports close to the corresponding objective. By comparing the Profile Results and objectives and selecting the item in which the Profile Result is closest to the objective, you can determine which objective to change in the Call handling profile field to alter the Num Agents Req’d field.

  • Page 73: Current Day Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Current Day Report Current Day Report Purpose The Current Day Forecast tells you, for today, 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.

  • Page 74: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Current Day Report Prerequisite You must have read permission for the Forecast subsystem and the split/skill for which you are running the report. System You must have defined a current day configuration for the split/skill Administration for which you are running a forecast.

  • Page 75: Field Descriptions

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Current Day Report Field Descriptions Split/Skill: Enter the number or name of the split/skill for which you want a current day forecast. Forecast date (mm/dd/yy or -n): Enter a date as a relative day (for example, -2 means 2 days ago and 0 means today) or in mm/dd/yy format.

  • Page 76: Current Day Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Current Day Report The file is in your home directory in the UNIX system (/usr/<your login ID>) or Solaris system (/export/home/<your login ID>) unless you specify a full path name. Current Day A description of each report item follows the report example in the Current Day Forecast Report Description table.
  • Page 77 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Current Day Report Table 3-1: Current Day Forecast Report Description Report Heading What It Measures Database Item Table The ACD of the forecasted split/skill. f_cday f_cdayrep Printed The date and time the report was run. No database Not applicable.
  • Page 78 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-10 Current Day Report Table 3-1: Current Day Forecast Report Description (Contd) Report Heading What It Measures Database Item Table Number Agents The number of agents that must be logged NUMAGREQ f_cdayrep Req’d into the split/skill for the intrahour interval in...
  • Page 79 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-11 Current Day Report Table 3-1: Current Day Forecast Report Description (Contd) Report Heading What It Measures Database Item Table Service Level % The forecasted percentage of calls that the RSERVLEVELP f_cdayrep (Profile Results) agents will answer within the time specified...

  • Page 80: Longterm Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-12 Longterm Report Longterm Report Purpose The Longterm Forecast tells you, for any day up to 35 days in the future, 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.s.

  • Page 81: Longterm Report Input Window

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-13 Longterm Report Longterm Report To run a Longterm Forecast, you must complete the Longterm Input window (Figure 3-5). Input Window Figure 3-5: Longterm Input Window Field Descriptions Split/Skill: Enter the number or name of the split/skill for which you want a longterm forecast.
  • Page 82 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-14 Longterm Report 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). This time tells CentreVu CMS which intrahour interval is the last interval it should include in each longterm forecast.
  • Page 83 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-15 Longterm Report The base date should be a day when the call center activity was similar to that expected for the current day. Current 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.
  • Page 84 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-16 Longterm Report Report destination (Select one): Enter an x next to Terminal, Printer, or File. Terminal is the default destination. If you selected Printer and want to use a printer other than your default printer, enter the printer name in addition to the x.

  • Page 85: Longterm Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-17 Longterm Report Longterm A description of each report item follows the report example in the Longterm Forecast Report Description table. Forecast Report Example Figure 3-6: Longterm Forecast Report Example...
  • Page 86 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-18 Longterm Report Table 3-2: Longterm Forecast Report Description Report Heading What It Means The ACD of the forecasted split/skill. Printed The date and time the report was run. Split/Skill The name of the split/skill for the forecast. Forecast for The date for which you want the forecast.
  • Page 87 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-19 Longterm Report Table 3-2: Longterm Forecast Report Description (Contd) Report Heading What It Means Agent Occ % The targeted average percentage of time agents should spend on ACD [Call Handling calls while logged in.

  • Page 88: Financial Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-20 Financial Report Financial Report Purpose The Financial Forecast tells you, for any day up to 35 days in the future, the following for each intrahour interval in the day: How many calls you can expect for a split/skill How many agents you will need to handle those calls How much your profit margin will be.

  • Page 89: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-21 Financial Report Prerequisite You must have read permission for the Forecast subsystem and the split/skill for which you are running the forecast. System You must have defined a call handling profile to use with the Administration split/skill for which you are running a forecast.
  • Page 90 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-22 Financial Report 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.
  • Page 91 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-23 Financial Report The selected costs profile must include the intervals between the times you entered in the First interval start time: and 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.
  • Page 92 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-24 Financial Report 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.

  • Page 93: Financial Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-25 Financial Report Financial Forecast A description of each report item follows the report example in the table “Financial Forecast Report Description.” Report Example Figure 3-9: Financial Forecast Report Example Table 3-3: Financial Forecast Report Description Report Heading What It Means The ACD of the forecasted split/skill.
  • Page 94 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-26 Financial Report Table 3-3: Financial Forecast Report Description (Contd) Report Heading What It Means Forecast method The method, as specified on the Financial Input window, used to determine forecast data: Seasonal trending Current trending No trending...
  • Page 95 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-27 Financial Report Table 3-3: Financial Forecast Report Description (Contd) Report Heading What It Means Service Level % The forecasted percentage of calls that the split/skill agents will answer [Profile Results] within the time specified in the Service Level sec field.

  • Page 96: Intraday Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-28 Intraday Report Intraday Report Purpose The Intraday report gives you a forecast for the number of agents you will need for the remaining part of the current day. The Intraday Forecast adjusts the normal current day forecast to account for actual call volume in the early part of the day.

  • Page 97: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-29 Intraday Report Data Storage Allocation Call Handling Profile Current Days Configuration Forecast Manager Intraday Forecast* * Historical Data must be collected prior to using the Intraday Forecast. Figure 3-10: Intraday Report Administration Overview Prerequisite You must have read permission for the Forecast subsystem and the split/skill for which you are running the report.

  • Page 98: Intraday Input Window

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-30 Intraday Report Intraday Input To run an Intraday Forecast, you must complete the Intraday Input window (Figure 3-11). Window Figure 3-11: Intraday Input Window Field Descriptions Split/Skill: Enter the number or name of the split/skill for which you want an intraday forecast.
  • Page 99 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-31 Intraday Report First interval start time: [Forecast time] Enter a time of day in hh:mm format, either as military time or with am or pm appended (for example, 10:15am). This time tells CentreVu CMS what interval should be the first interval in the intraday forecast.

  • Page 100: Intraday Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-32 Intraday Report Intraday Forecast A description of each report item follows the report example in the table Intraday Forecast Report Description. Report Example Figure 3-12: Intraday Forecast Report Example...
  • Page 101 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-33 Intraday Report Table 3-4: Intraday Forecast Report Description Report Heading What It Means The ACD of the forecasted split/skill. Printed The date and time the report was run. Split/Skill The name of the split/skill for the forecast. Forecast for The date for which you want the forecast information.
  • Page 102 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-34 Intraday Report Table 3-4: Intraday Forecast Report Description (Contd) Report Heading What It Means Service Level % The targeted percentage of calls that the split/skill’s agents will answer [Call Handling within the time specified in the Service Level sec field.

  • Page 103: Special Day Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-35 Special Day Report Special Day Report Purpose The 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.

  • Page 104: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-36 Special Day Report Prerequisite You must have previously defined the special day on the Administration: Special Days window. System You must have defined a call handling profile to use with the Administration split/skill for which you are running a forecast.

  • Page 105: Field Descriptions

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-37 Special Day Report Field Descriptions Split/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.
  • Page 106 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-38 Special Day Report 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.

  • Page 107: Special Day Forecast Report Description

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-39 Special Day Report Special Day A description of each report item follows the report example in the Special Day Forecast Report Description table. Forecast Report Description Figure 3-15: Special Day Forecast Report Example Table 3-5: Special Day Forecast Report Description Report Heading What It Means...
  • Page 108 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-40 Special Day Report Table 3-5: Special Day Forecast Report Description (Contd) Report Heading What It Means Forecast Calls The number of calls forecasted to arrive at the split/skill for the Carried associated intrahour interval.

  • Page 109: Hypothetical Data

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-41 Hypothetical Data Hypothetical Data Purpose Prior 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: Enter new data in the hypothetical data table from scratch.

  • Page 110: Copy Historical Data

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-42 Hypothetical Data Copy Historical Use 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 data table. You can use this data, either immediately or after editing it, to run hypothetical forecasts.

  • Page 111: Copy Historical Data Window

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-43 Hypothetical Data Copy Historical Data To copy historical data for a split/skill from the forecast input table into the hypothetical data table, use the Hypothetical Data: Copy Historical Data Window window.

  • Page 112: Edit And View Hypothetical Data

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-44 Hypothetical Data Edit and View Use the Edit Values window (Figure 3-17) to view, add, change, or delete the data in the hypothetical data table. Hypothetical Data Things to Know You can edit data for only one data point and one interval at a time.

  • Page 113: Edit Values Window

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-45 Hypothetical Data Edit Values Window To view hypothetical data, you must use the Edit Values window (Figure 3-17). Figure 3-17: Edit Values Window Field/Action List Usage To add a hypothetical data entry, complete all the input fields and select Add.

  • Page 114: Change The Interval Length Of Hypothetical Data

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-46 Hypothetical Data Interval start time: Enter the start time of the intrahour interval for which you want to edit hypothetical data. ACDCALLS: Enter the number of ACD calls you want considered for the specified data point and intrahour interval(s) when CentreVu CMS calculates the hypothetical forecast.
  • Page 115 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-47 Hypothetical Data Change Data from 30-Minute Intervals to 15-Minute Intervals 1. In the Data point field, enter the data point whose intervals you want to change. 2. Select Find one to display the The ACDCALLS field first interval of data in the data displays the number of...
  • Page 116 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-48 Hypothetical Data 9. Repeat Steps 1 through 8 for each 30-minute interval in the data point. 10. Repeat Steps 1 through 9 for the other three data points you want for your forecast.
  • Page 117 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-49 Hypothetical Data Changing Data from 15-Minute Intervals to 30-Minute Intervals 1. In the Data point field, enter the data point whose data you want to change. 2. Select List all to display all The List All window of the 15-minute intervals of data.
  • Page 118 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-50 Hypothetical Data 10. Repeat Steps 1 through 9 for the other three data points you want for your forecast. When you are done, you can run the Hypothetical Forecast with the new interval length.

  • Page 119: Hypothetical Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-51 Hypothetical Report Hypothetical Report The Hypothetical Data Forecast lets you play with “what if . . .” scenarios. For example, you might ask yourself, “If, during the first week of selling a new product, Split 1 gets 1,000 calls per intrahour interval, how many agents will I need to handle them efficiently?”...

  • Page 120: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-52 Hypothetical Report Prerequisite Data must exist in the hypothetical data table for each intrahour interval you specify for the forecast. For a forecast to make sense, System all four data points in the table should have data for the intrahour Administration interval(s).

  • Page 121: Field Descriptions

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-53 Hypothetical Report Field Descriptions Days between data points (1 or 7): Enter 1 or 7 to specify the number of days between data points. If 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.
  • Page 122 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-54 Hypothetical Report ACD: Enter the number or name of the ACD from which CentreVu CMS should retrieve the call handling profile you specified. Forecast method (Select one) Enter an x to select one of the three trending options: No trending—...

  • Page 123: Hypothetical Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-55 Hypothetical Report Hypothetical A description of each report item follows the report example in the Hypothetical Forecast Report Description table. Forecast Report Example Figure 3-20: Hypothetical Forecast Report Example...
  • Page 124 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-56 Hypothetical Report Table 3-6: Hypothetical Forecast Report Description Report Heading What It Means ACD for Call The ACD of the call handling profile used in the forecast. Handling Profile Printed The date and time the report was run.
  • Page 125 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-57 Hypothetical Report Table 3-6: Hypothetical Forecast Report Description (Contd) Report Heading What It Means Agent Occ % The targeted average percentage of time agents should spend on ACD [Call Handling calls while logged in.

  • Page 126: Hypothetical Financial Report

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-58 Hypothetical Financial Report Hypothetical Financial Report Purpose Like the Hypothetical Forecast, the Hypothetical Financial Forecast lets you play with “what if . . .” scenarios, with the additional ability to forecast call revenues, call handling costs, and the resulting profit margin.

  • Page 127: Prerequisite System Administration

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-59 Hypothetical Financial Report Prerequisite Data must exist in the hypothetical data table for each intrahour interval in the forecast. And for a forecast to make sense, all four System data points in the table should have data for the intrahour interval(s). Administration The call handling profile you specify for the report must be defined.
  • Page 128 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-60 Hypothetical Financial Report If 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 day (+n): Enter a date as a relative day (for example, 12 means 12 days after today).
  • Page 129 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-61 Hypothetical Financial Report ACD: Enter the number or name of the ACD from which CentreVu CMS should retrieve the costs profile you specified. Forecast method (Select one) Enter an x to select one of the three trending options: No trending—...

  • Page 130: Hypothetical Financial Forecast Report Example

    Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-62 Hypothetical Financial Report If you selected Printer and want to use a printer other than your default printer, enter the printer name in addition to the x. If you selected File, enter a file name. If the file name already exists, the existing file is overwritten with the new report data.
  • Page 131 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-63 Hypothetical Financial Report Table 3-7: Hypothetical Financial Forecast Report Description Report Heading What It Means ACD for Call The ACD of the call handling profile used in the forecast. Handling Profile Printed The date and time the report was run.
  • Page 132 Call Volume/Agents Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 3-64 Hypothetical Financial Report Table 3-7: Hypothetical Financial Forecast Report Description (Contd) Report Heading What It Means Agent Occ % The targeted average percentage of time agents should spend on ACD [Call Handling calls while logged in.

  • Page 133: Requirement Forecast Reports

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 General Information Requirement Forecast Reports General Information The following two requirement forecast reports can tell you, given specific call handling objectives, how many calls you can handle. Agent Positions The Agent Positions Required Report provides Required Report a table showing how many calls a specified number of agents can handle given specified...

  • Page 134: Guidelines For Requirement Reports

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Guidelines for Requirement Reports Guidelines for Requirement Reports Use the Agent Positions Required report to determine the number of calls that can be handled by a certain number of agents during an interval given your objectives.

  • Page 135: Agent Positions Required Report

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Agent Positions Required Report Agent Positions Required Report Purpose The Agent Positions Required Forecast generates a table that tells you, given specific call handling objectives, how many calls per intrahour interval can be handled by variable numbers of agents. The Agent Positions Required Forecast is a quick calculator that lets you see how adjustments to call handling objectives can affect your agents’...

  • Page 136: Agent Positions Required Input Window

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Agent Positions Required Report Agent Positions To run an Agent Positions Required Forecast, use the Agent Positions Required Input window (Figure 4-1). Required Input Window Figure 4-1: Agent Positions Required Input Window Field Descriptions Average speed of answer: Enter a number of seconds to define the targeted or expected average...
  • Page 137 Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Agent Positions Required Report Agent occupancy: Enter a number, 0 to 100, to specify the percentage of time agents should spend, while logged in, on ACD calls. This percentage should include after-call-work. Number of agents: Enter a number of agents or a range of agents for which you want to see the number of calls that can be handled.

  • Page 138: Agent Positions Required Report Example

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Agent Positions Required Report Agent Positions A description of each report item follows the report example in the Agent Positions Required Report Description table. Required Report Example Figure 4-2: Agent Positions Required Report Example...
  • Page 139 Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Agent Positions Required Report Table 4-1: Agent Positions Required Report Description Report Heading What It Means Average Speed of The targeted average time calls should wait before an agent answers. Answer You define this parameter on the Agent Positions Required Input window.

  • Page 140: Trunks Required Report

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Trunks Required Report Trunks Required Report Purpose The Trunk Required Forecast generates a table that tells you how many calls per intrahour interval can be handled by variable numbers of trunks. The trunk blocking probability and holding time per call that you specify also affect the number of calls that the trunks can handle.

  • Page 141: Prerequisite System Administration

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 Trunks Required Report Prerequisite You must have write permission for the Forecast subsystem. System Administration Trunks Required To run the Trunks Required Forecast, you must complete the Trunks Required Input window (Figure 4-3).
  • Page 142 Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 4-10 Trunks Required Report Gradations (y/n): Enter a y if you want only gradations of trunk quantities listed in the report. Enter an n if you want to list every possible quantity of trunks, as specified in the Number of trunks: field.

  • Page 143: Trunks Required Report Example

    Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 4-11 Trunks Required Report Trunks Required A description of each report item follows the report example in the Trunks Required Forecast Report Description table. Report Example Figure 4-4: Trunks Required Report Example Table 4-2: Trunks Required Report Description Report Heading What It Means...
  • Page 144 Requirement Forecast Reports CentreVu CMS R3V5 Forecast 585-215-825 4-12 Trunks Required Report...

  • Page 145: Trunk Performance Report

    Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 General Information Trunk Performance Report General Information The Trunk Performance report estimates, at the busiest intervals in a specified range of historical dates, what the usage rate and blocking percentages were for the selected trunk group(s). This report does not actually predict the number of trunks needed.

  • Page 146: Things To Know About Report Data

    Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 General Information If a row in the report contains all zeros except for Objective Blocking, then there was no data found in the forecast trunk group tables between the Start date (mm/dd/yy or -n: and the Stop date (mm/dd/yy or -n: field to make a calculation on.

  • Page 147: Prerequisite System Administration

    Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 General Information Prerequisite You must have previously defined a Trunk Group Profile for each trunk group in the report. System The Forecast Manager must have collected data for the days in the Administration reporting period.

  • Page 148: Trunk Performance Input Window

    Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Input Window Trunk Performance Input Window To run a Trunk Performance Report, you must complete the Trunk Performance Input window (Figure 5-2). Figure 5-2: Trunk Performance Input Window Field Descriptions Start date (mm/dd/yy or -n: Enter a past date as a relative day (for example, -2 means 2 days ago) or in mm/dd/yy format.
  • Page 149 Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Input Window switch) or frequent trunk failures. This allows consideration of data that would not normally be found in a busy interval since some trunks were not working or data was not being collected for some portion of the interval.

  • Page 150: Trunk Performance Report Example

    Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Report Example Trunk Performance Report Example A description of each report item follows the report example in the Trunk Performance Report Description table. Figure 5-3: Trunk Performance Report Example...
  • Page 151 Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Report Example Table 5-1: Trunk Performance Report Description Report Heading What It Means The ACD of the trunk group(s) in the report. Printed The date and time the report was run. The start and stop dates of the historical data CentreVu CMS used in the __ to __ report.
  • Page 152 Trunk Performance Report CentreVu CMS R3V5 Forecast 585-215-825 Trunk Performance Report Example...

  • Page 153: How The Forecast System Generates Data

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 General Information How the Forecast System Generates Data General Information This chapter describes how the Forecast subsystem generates the data for a forecast. Algorithms are included for the following: “Call Volume/Agents Forecast Reports”...

  • Page 154: Call Volume/Agents Forecast Reports

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Call Volume/Agents Forecast Reports This section includes all of the algorithms used for Call Volume/Agents Forecast Reports. For the CentreVu™ CMS to use the algorithms for forecasting, you must first define the following types of information: Which dates of data to use Which forecast method to use.
  • Page 155 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports You use Current Data Points for all of the Call Volume/Agents Forecast Reports based on historical data. The system does the following: 1. Gets today’s date 2.

  • Page 156: Example 1: Current Data Points

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Example 1: Current Assume that today is 5/24/97 and you have entered the following parameters for a report: Data Points 6/1/97 as the forecast date 1 as the number of days between historical data points Current trending.

  • Page 157: Seasonal Data Points

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Seasonal Data Points Figure 6-3 shows which dates of data to use for the seasonal data points. seasonal seasonal trend season current forecast data base date data today Number...

  • Page 158: Example 2: Seasonal Data Points

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Example 2: Seasonal Assume that today is 5/28/96, and you have entered the following parameters for a report: Data Points 6/5/97 as the forecast date 7 as the number of days between historical data points Seasonal trending with the base date = -364.

  • Page 159: Algorithm For Forecast Calls Carried

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Algorithm for This section includes all of the algorithms used to calculate Call Volume/Agent Forecast Reports: Forecast Calls “Forecast Methods” Carried “Algorithm for FCC Intraday” “Algorithm for FCC Special Days”...
  • Page 160 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports No Trending (Weighted Average of Data): 1. Find the Weighted Average of Calls Carried (WACC) for the current data. a. Multiply the Number of Calls Carried (NCC) in each intrahour interval for historical days C1 through C4 by the assigned data weights.
  • Page 161 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 Call Volume/Agents Forecast Reports Seasonal Trending: 1. Find the Seasonal Trending Ratio (STR). a. Multiply the Number of Calls Carried (NCC) for seasonal days S1 through S4 by the assigned data weights. The NCC for a seasonal day includes the NCC for the whole day, not just one intrahour interval.
  • Page 162 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-10 Call Volume/Agents Forecast Reports Current Trending: 1. Find the projected number of calls in each intrahour interval of the forecast date using a weighted quadratic least squares curve fit. The weighted quadratic least squares curve fit is an algorithm that fits a curve to the current data.
  • Page 163 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-11 Call Volume/Agents Forecast Reports Expected Calls: 1. Find the Weighted Average of Calls Carried (WACC) of the current data. xNCC xNCC xNCC xNCC WACC ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- - 2. Divide the WACC for each interval by the sum of WACC for all intervals.

  • Page 164: Algorithm For Fcc Intraday

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-12 Call Volume/Agents Forecast Reports Algorithm for FCC This algorithm computes the FCC for each intrahour interval in Intraday reports. The algorithm uses the NCC from intervals that have already Intraday passed and the FCC in the Current Day report to obtain a ratio of actual calls to forecast calls.

  • Page 165: Algorithm For Fcc Special Days

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-13 Call Volume/Agents Forecast Reports Algorithm for FCC This algorithm computes the FCC for each intrahour interval in Special Day reports. The algorithm computes the FCC using historical data Special Days collected from the previous special day.

  • Page 166: Algorithm For Number Of Agents Required

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-14 Call Volume/Agents Forecast Reports Algorithm for This algorithm computes the Number of Agents Required for each intrahour interval in the following reports: Number of Longterm Agents Required Financial Current Day Intraday Special Day...

  • Page 167: Algorithm For Estimated Margin

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-15 Call Volume/Agents Forecast Reports Algorithm for This algorithm computes the Estimated Margin for each intrahour interval in Financial reports. The Estimated Margin is the difference between call Estimated Margin revenue and call costs.

  • Page 168: Requirement Reports

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-16 Requirement Reports Requirement Reports This section includes all of the algorithms used in Requirement Reports: “Algorithm for Agent Positions Required” “Algorithm for Trunks Required” Algorithm for This algorithm computes how many calls a given number of agents can handle per intrahour interval.

  • Page 169: Algorithm For Trunks Required

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-17 Requirement Reports f. If any of the new objectives exceeds or falls below the objectives in the Call Handling Profile, set upper bound = midpoint. Otherwise, set lower bound = midpoint. g.
  • Page 170 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-18 Requirement Reports ----- - ---------------------------- - ----- where = blocking probability, = number of trunks, = load in Erlangs (midpoint). e. If P blocking objective, set the lower bound = midpoint. Otherwise, set the upper bound = midpoint.

  • Page 171: Trunk Performance Report

    How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-19 Trunk Performance Report Trunk Performance Report This section includes all the algorithms used in the Trunk Performance report. Algorithm for This algorithm estimates, at the busiest intervals in the specified time period, the number of trunks required to meet your objective blocking Trunk percentage.
  • Page 172 How the Forecast System Generates Data CentreVu CMS R3V5 Forecast 585-215-825 6-20 Trunk Performance Report Compare the estimated carried load found in Step 6 with the actual carried load found in Step 2. If the estimated carried load is greater than the actual carried load: a.

  • Page 173: Glossary

    CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-1 Glossary Abandoned Call A call in which a caller hangs up before receiving an answer from an agent. The call could be queued to a split or in the vector/VDN before abandoning. Access Permissions Permissions assigned to a CMS user so that user can access different subsystems in CMS or administer specific elements (splits/skills, trunks, vectors, etc.) of the ACD.
  • Page 174 CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-2 Algorithm A prescribed set of well-defined rules or instructions for the solution of a problem; for example, the performance of a calculation, in a finite number of steps. Expressing an algorithm in a formal notation is one of the main parts of a software program.
  • Page 175 CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-3 Cost Profile A set of objectives describing costs and revenues used in calculating financial forecasts. Current Day A set of input parameters that describe how Forecast Manager is to Configuration calculate a Current Day Forecast for a specified split/skill. Current Day Forecast A forecast for today calculated by the Forecast Manager (usually in the early morning on a timetable after Daily Summarizing).
  • Page 176 CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-4 Forecast Input Data The split/skill and trunk group data collected from the historical data tables and stored in special forecast tables. (Also known as Forecast Data.) Forecast Manager The process which collects forecast input data from historical data, manages the forecast data, and calculates configured Current Day Forecasts.
  • Page 177 CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-5 Special Day Forecast A forecast for an unusual day (for example, a holiday) based on specially saved historical data. Top Skill An agent’s top skill is the agent’s highest-level, first administered skill. If the agent has no other skills at that same level, then the top skill represents that skill for which it is most likely that the agent will take calls.
  • Page 178 CentreVu Glossary CMS R3V5 Forecast 585-215-825 GL-6...

  • Page 179: Index

    Index CentreVu CMS R3V5 Forecast 585-215-825 IN-1 Index Costs Profiles Administrati... . . 1-4 Costs Profiles Administration Costs Profiles Window ... . 2-21 Agent Occupancy, Definition .
  • Page 180 Index CentreVu CMS R3V5 Forecast 585-215-825 IN-2 Algorithm For Special Day Forecasts ..6-13 Hypothetical Financial Report Algorithms ....6-7 Financial Report Input Window .
  • Page 181 Index CentreVu CMS R3V5 Forecast 585-215-825 IN-3 Special Day Report Definition ....3-35 Forecast Report Description ..3-39 Guidelines .
  • Page 182 Index CentreVu CMS R3V5 Forecast 585-215-825 IN-4...

This manual is also suitable for:

Centrevu

Table of Contents