Algorithm For Fcc Intraday - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Call management system release 3 version 5 forecast

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How the Forecast System Generates Data

Call Volume/Agents Forecast Reports

Algorithm for FCC

Intraday

This algorithm computes the FCC for each intrahour interval in Intraday

reports. The algorithm uses the NCC from intervals that have already

passed and the FCC in the Current Day report to obtain a ratio of actual

calls to forecast calls. Then, using this ratio, the algorithm scales the FCC

for the remaining intervals in the day. The number of agents required to

handle the new call volume is recalculated.

1. Sum together the NCC for all specified passed intervals.

2. Sum together the FCC for all specified passed intervals.

3. Divide the sum found in Step 1 by the sum found in Step 2.

4. Multiply the FCC for the remaining intervals in the Current Day

report by the quotient found in Step 3.

5. The equation for FCC is as follows:

FCC

FCC remaining interval

CentreVu CMS R3V5 Forecast 585-215-825

NCC passed intervals

--------------------------------------------------------- -

FCC passed intervals

6-12

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