Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 174

Glossary
Algorithm
Automatic Call
Distribution (ACD)
Average Agent Service
Time
Average Speed of
Answer
Blocking
Call Handling Profile
Call Volume/Agents
Forecast
Calls Carried
CentreVu™ Call
Management System
(CMS)
CMS
A prescribed set of well-defined rules or instructions for the solution of a
problem; for example, the performance of a calculation, in a finite number
of steps. Expressing an algorithm in a formal notation is one of the main
parts of a software program.
A switch feature. Automatic Call Distribution (ACD) is software that
channels high-volume incoming call traffic to agent groups (splits or
skills).
Also an agent state where the extension is engaged in an ACD call (with
the agent either talking to the caller or the call waiting on hold).
The average time you are expecting or targeting for each agent to spend
on an ACD call, including talk time and ACW time.
The average time you are expecting or targeting for callers to wait in
queue before connecting to an agent.
Used by the Forecast subsystem just as traffic engineers use it: to model
system performance based on specified levels of accessibility to the
system. This blocking objective is administered on a trunk-group-by-
trunk-group basis in the Forecast subsystem.
A set of objectives describing how you want a split/skill to handle calls.
A type of forecast report which calculates the expected number of calls
(forecast calls carried) and the number of agents required to handle
those calls within the objectives you specified in the call handling profile.
The number of inbound/outbound calls carried.
Forecast uses historical data to determine the sum of the ACD and
abandoned calls.
See also Number of Calls Carried and Forecast Calls Carried .
A software product used by business customers that have Lucent
Technologies telecommunications switches and receive a large volume
of telephone calls that are processed through the Automatic Call
Distribution (ACD) feature of the switch. The CentreVu CMS collects call-
traffic data, formats management reports, and provides an administrative
interface to the ACD feature in the switch.
See Call Management System .
CentreVu
CMS R3V5 Forecast 585-215-825
GL-2