Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 161

How the Forecast System Generates Data
Call Volume/Agents Forecast Reports
Seasonal Trending:
1. Find the Seasonal Trending Ratio (STR).
a. Multiply the Number of Calls Carried (NCC) for seasonal days
S1 through S4 by the assigned data weights.
The NCC for a seasonal day includes the NCC for the whole
day, not just one intrahour interval.
b. Add the weighted data together and divide that sum by the sum
of the individual weights.
c. Divide the NCC for season day S0 by the quotient found in
Step b.
The equation for STR is as follows:
= -----------------------------------------------------------------------------------------------------------------------------------------------------------
STR
W NCC
1
---------------------------------------------------------------------------------------------------------------------------------------------------------
where W
2. Find the Weighted Average of Calls Carried (WACC) of the current
data.
W
WACC = ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- -
3. Divide the Change Factor (CF) by 100.
4. Multiply the factors found in the previous three steps to get the FCC
for each intrahour interval.
FCC =
CentreVu CMS R3V5 Forecast 585-215-825
NCC
+
W NCC
S1 2 S2
W + W
1 2
through W are the corresponding data weights.
1 4
xNCC + W xNCC
1 C 1 2
W
1
CF
STR WACC --------- -
100
S0
+ +
W NCC W
3 S3
+ W + W
3 4
+ W xNCC +
C 2 3 C 3
+ W + W + W
2 3 4
6-9
NCC
4 S
W xNCC
4 C 4