Prerequisite System Administration; Call Handling Profiles Window - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Forecast Administration
Call Handling Profiles Administration
Prerequisite
System
Administration
Call Handling
Profiles Window
For example, if your target average speed of answer is 30 seconds,
the forecasted number of agents might be able to handle calls with
an average speed of answer of 28 seconds.
To account for the differences between objectives and forecasted
performance, split/skill forecasts include "Profile results" which show
the average speed of answer, agent occupancy, and percent within
service level that the agents should actually achieve.
You can also copy an existing profile's objectives to the new profile
you are defining. You do this via the Copy window which displays
when you select the Copy action list option. See
To simplify building your call profiles, your system comes with a
sample call profile. It can be copied to a new profile you are defining.
This then allows you to modify your parameters. See the "Get
Contents" section in this section for details. You can also modify
your parameters across multiple intervals.
You must have write permission for the Forecast subsystem if you want
to create, change, or add a profile.
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Use the Call Handling Profiles window to define the call handling
objectives of a split or skill. See
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Figure 2-2: Call Handling Profiles Window
CentreVu CMS R3V5 Forecast 585-215-825
Figure 2-2.
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Figure 2-3.