Purpose Of Forecast Subsystem - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Introduction

Purpose of Forecast Subsystem

Purpose of Forecast Subsystem
Use the Forecast subsystem to do the following:
Provide you with the estimated number of agents and the number of
trunks required for each intrahour interval.
Set objectives for Automatic Call Distribution (ACD) activities
involving agents, split(s)/skill(s), and trunk/trunk groups for which
you want to get forecasting information about upcoming dates or
time periods. You do this using the Forecast Administration
windows.
Generate reports using historical data that predict call volume and
agent requirements for:
— Today (Current Day report)
— Any day up to 35 days in the future (Longterm report)
— A given profit margin plus how many calls you can expect for a
split/skill, and how many agents you will need to handle those
calls for any day up to 35 days in the future (Financial report)
— The remaining part of the current day (Intraday report)
— A special day, for example, a holiday or a special promotion
day (Special Days report).
Other reports also provide information about agent positions
required, trunks required, and trunk performance. You do this using
the Forecast Report windows.
Predict the staffing requirements of your call center in hypothetical
situations.
Increase profits by predicting when to reduce surplus labor.
Generate reports that justify increased staffing based on objectives
and predicted call volume.
Perform careful scheduling and planning to optimize productivity.
Estimate how many calls a given number of agents can handle per
intrahour interval.
CentreVu CMS R3V5 Forecast 585-215-825
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