Agent Positions Required Input Window; Field Descriptions - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Requirement Forecast Reports
Agent Positions Required Report
Agent Positions
Required Input
Window

Field Descriptions

To run an Agent Positions Required Forecast, use the Agent Positions
Required Input window
4
Figure 4-1: Agent Positions Required Input Window
Average speed of answer:
4
Enter a number of seconds to define the targeted or expected average
wait time for calls to the split/skill.
Average agent service time:
Enter a number of seconds to define the targeted or expected average
time for each agent to spend on an Automatic Call Distribution (ACD)
call, including talk time and after-call-work (ACW) time.
Service level:
Enter a number, 1 to 99, to specify the percentage of calls that you are
expecting or targeting to be answered by split/skill agents within the
specified number of seconds. Also, enter the number of seconds you are
targeting as an acceptable speed of answer for most calls.
CentreVu CMS R3V5 Forecast 585-215-825
(Figure 4-1).
4-4