Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 41

Forecast Administration
Call Handling Profiles Administration
Service level:
Enter a number, 1 to 99, to specify the percentage of calls that you are
expecting or targeting to be answered by agents within the specified
number of seconds.
Enter the number of seconds that you are targeting as an
acceptable speed of answer for most calls.
CMS will forecast just enough agents so that, within the specified
number of seconds, they can answer a percentage of calls equal to
or greater than your target percentage.
The number of seconds should not exceed the length of your
administered intrahour interval.
Agent occupancy:
Enter a number, 0 to 100, to specify the percentage of time agents should
spend on ACD calls and in ACW.
CMS will forecast just enough agents so that the percentage of time they
spend on ACD calls is equal to or less than your target percentage.
CentreVu CMS R3V5 Forecast 585-215-825
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