Data Used For Split/Skill Forecasts; Data Points - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Introduction
Getting Started with Forecasts
Data Used for
Split/Skill
Forecasts

Data Points

To forecast calls carried to a split/skill, CentreVu CMS uses historical
intrahour interval data. Specifically, CentreVu CMS uses the sum of ACD
and abandoned calls that the split/skill received in each interval. This sum
of ACD and abandoned calls is called the Number of calls
1
carried.
The number of calls carried normally comes from the intrahour intervals
1
from 4 specific days in the past. These 4 days that supply input data are
called data points. The data points may be either 1 day apart or 1 week
apart:
One-day-apart data points are always the 4 sequential days
immediately preceding the current day. Look at the example in
Figure 1-1. If the current day is Monday, May 5, the data points are
May 1, 2, 3, and 4.
.
S M
4 5
11 12
18 19
25 26
= today
Figure 1-1: Sample Data Points—One Day Apart
One-day-apart data points should not be used if they include
Note
days that had no activity. For example, in
the data points fall on Saturday and Sunday. If the call center
is normally closed on weekends, a forecast with 1-day-apart
data points would be skewed.
CentreVu CMS R3V5 Forecast 585-215-825
MAY 1997
T W T F S
1 2 3
6 7 8 9 10
15
13 14 15 16 17
22
20 21 22 23 24
29
27 28 29 30 31
= data points
JUNE 1997
S M T W T F
3 4 5 6
1 2
8 9 10 11 12 13
16 17 18 19 20
23 24 25 26 27
30
= forecast day
Figure
1-5
S
7
14
21
28
1-1, two of