Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 124

Call Volume/Agents Forecast Reports
Hypothetical Report
Report Heading
ACD for Call
Handling Profile
Printed
Forecast data _
days apart
Forecast for day
Data point (weight) The current data points used for the forecast, and their respective
Forecast method
% Change Factor
User expected calls The number of calls entered on the Hypothetical Input window, if the
Time
Forecast Calls
Carried
Number Agents
Req'd
Avg Speed Answer
[Call Handling
Profile 1]
Service Level %
[Call Handling
Profile 1]
Service Level sec
[Call Handling
Profile 1]
Table 3-6: Hypothetical Forecast Report Description
The ACD of the call handling profile used in the forecast.
The date and time the report was run.
The number of days between data points, as specified in the Hypothetical
report input window.
The relative date in the future for which you want the forecast
information.
weights (0 to 10), as specified on the Hypothetical report input window.
The method, as specified on the Hypothetical report input window, used
to determine forecast data:
No trending
Current trending
Expected calls.
The 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 Hypothetical Input
window.
expected calls forecast method is used.
The start time of each intrahour interval included in the forecast.
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 answer. This
objective is specified in the Call Handling Profile selected in the
Hypothetical report 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 Hypothetical report input window.
CentreVu CMS R3V5 Forecast 585-215-825
What It Means
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