Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 35

Forecast Administration
Call Handling Profiles Administration
In defining the agent occupancy objective, remember that the
objective is the percentage of time that you want the agents active
on a call or in ACW. CMS uses the Erlang C algorithm, which
assumes that each agent is available and waiting for a call if they
are not on an ACD call or in ACW.
Therefore, do not include time agents are in Auxiliary (AUX) work in
your agent occupancy objective. Instead, if you want to determine
the total agents you need when some are in AUX work, you will
have to forecast the agents required, and then factor in AUX work.
For example, if CMS forecasts that you need 30 agents to handle
calls during a half-hour interval, and you want 8 agents to take a 15-
minute break during that interval, you will actually need to schedule
34 agents for the interval to cover the staff time lost to breaks.
If you have agents in multiple skills and are using bi-level call
distribution, you may want to use the concept of the agent's top skill
to refine your agent occupancy numbers. The agent's top skill is the
agent's highest-level, first administered skill. If the agent has no
other skills at that same level, then the top skill represents that skill
for which it is most likely that the agent will take calls.
When you look at historical skill reports to assess the amount of time
agents spent in this skill, use all the time spent in ACD and ACW for
the skill (by any agents) and only the time agents with this skill as
top skill spent available. This method will avoid counting available
time for agents for both top and backup skills, giving a more
accurate representation of the agent occupancy for this skill.
CMS forecasts the number of agents that will be required to handle
the volume of calls during a specified time period. This forecast
makes the call handling performance equal to or better than your
objectives. Therefore, CMS will forecast the number of agents
required so that:
— The average speed of answer for calls will be equal to or faster
than your objective.
If you are using multiple call handling or forced multiple
Note
call handling, you need to account for the time that the
call is on hold at the agent position along with the time
that the call is in queue and the time that the call spends
ringing at the agent position.
— Agent occupancy is equal to or less than your objective.
— The percentage of calls answered within service level is equal
to or greater than your objective.
CentreVu CMS R3V5 Forecast 585-215-825
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