Agent Positions Required Report; Purpose; Things To Know About Report Data - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Requirement Forecast Reports

Agent Positions Required Report

Agent Positions Required Report

Purpose

Things to Know
About Report
Data
The Agent Positions Required Forecast generates a table that tells you,
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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'
call handling efficiency.
The Agent Positions Required Forecast, in addition to calculating
the number of calls handled for each number of agents, converts
your call handling objectives into performance data for each level of
staffing. Comparison of this data to your objectives will show which
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objective(s) have the most impact on performance.
You can run a forecast for a single agent or a specific number of
agents. You can also specify a range of agents.
If you specify a range of agents (for example, 100-200), you will
get a table with 101 rows, one row for each increment of one agent.
However, you can choose to have only gradations of agents listed.
For example, instead of having 101 rows (100 to 200) in your report,
selecting gradations will cause your performance data to be listed in
increments of 10 agents (that is, at 100, 110, 120, and so on).
The number of agents you specify may be thought of as the number
who have a given skill as their top skill. These are the agents that
will be handling the calls in this skill when call volume is heavy (for
Generic 3 with the Expert Agent Selection [EAS] feature activated).
For a detailed explanation of how CentreVu™ CMS generates
Note
forecast data, see Chapter 6, "How the Forecast System
Generates Data."
CentreVu CMS R3V5 Forecast 585-215-825
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