Field Descriptions - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Forecast Administration
Call Handling Profiles Administration

Field Descriptions

Interval start time:
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Enter a time of day in hh:mm format, either as military time (for example,
13:30) or with am or pm appended (for example, 10:15am).
When viewing, modifying, or deleting objectives, you may specify
multiple intervals with:
— A range (for example, 7:00am-12:00pm)
— A series (for example, 7:00am;7:30am;4:30pm;5:00pm)
— A series of ranges (for example, 7:00am-11:30am; 12:30pm-
5:00pm).
This is the start time of the interval whose call handling objectives
you want to view, add, modify, or delete.
You can add objectives one interval at a time only. If you enter
Note
multiple intervals and select Add, the action will fail.
Average speed of answer:
Enter a number of seconds to define the targeted or expected average
wait time for calls arriving in the specified intrahour interval(s).
CMS will forecast just enough agents so that the average time calls
wait will be equal to or below this number of seconds.
The number of seconds should not exceed the length of your
administered intrahour interval.
If you are using multiple call handling or forced multiple
Note
call handling, you need to account for the time the call is
on hold at the agent position along with the time the call
is in queue and the time the call spends ringing at the
agent position.
Average agent service time:
Enter a number of seconds to define the targeted or expected average
time for each agent to spend on an ACD call, including talk time and
ACW time.
The number of seconds should not exceed the length of your
administered intrahour interval.
CentreVu CMS R3V5 Forecast 585-215-825
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