Introduction; What Is Forecasting - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Introduction

What Is Forecasting?

1 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
occupancy, average speed of answer, average agent service time, and
service level to predict different needs for your call center)
Number of trunks that you will need
Trunk performance.
For example, with forecasting you can look at your call volume for the last
four Mondays to predict your call volume for the next Monday. Then, using
your assigned objectives, you can show the number of agents and trunks
that are required during each intrahour interval next Monday.
Before you begin using the Forecast subsystem or reading this
Note
document, see the "Glossary" at the end of this document for the
meaning of forecasting terms.
CentreVu CMS R3V5 Forecast 585-215-825
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