Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 108

Call Volume/Agents Forecast Reports
Special Day Report
Table 3-5: Special Day Forecast Report Description (Contd)
Report Heading
Forecast Calls
Carried
Number Agents
Req'd
Avg Speed
Answer [Call
Handling Profile]
Service Level %
[Call Handling
Profile]
Service Level sec
[Call Handling
Profile]
Agent Occ %
[Call Handling
Profile]
Avg Serv Time
[Call Handling
Profile]
Avg Speed
Answer
[Profile Results]
Service Level %
[Profile Results]
Agent Occ %
[Profile Results]
The number of calls forecasted to arrive at the split/skill for the
associated intrahour interval.
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.
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.
The targeted percentage of calls that the split/skill's agents will answer
within the time specified in the Service Level sec field.
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.
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.
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.
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.
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.
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.
CentreVu CMS R3V5 Forecast 585-215-825
What It Means
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