Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 125

Call Volume/Agents Forecast Reports
Hypothetical Report
Table 3-6: Hypothetical Forecast Report Description (Contd)
Report Heading
Agent Occ %
[Call Handling
Profile 1]
Avg Serv Time
[Call Handling
Profile 1]
Avg Speed Answer
[Profile Results]
Service Level %
[Profile Results]
Agent Occ %
[Profile Results]
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 Hypothetical report 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 Hypothetical report
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 split/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.
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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