Costs Profile Administration; Purpose; Things To Know Before You Start - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Forecast Administration

Costs Profile Administration

Costs Profile Administration

Purpose

Things to Know
Before You Start
You define costs profiles to specify the following objectives for a split/skill:
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Cost per call
Cost per agent
Revenue per call.
In the Financial and Hypothetical Financial Forecasts,
CentreVu CMS will use the costs profile, along with forecasted calls
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carried, to forecast "financial information" (both costs and profit and
the resulting margin) of a split(s)/skill(s) operation per intrahour
interval.
You must specify cost-per-agent, cost-per-call, and revenue-per-call
for each intrahour interval that you want to forecast.
Up to 100 costs profiles may be created per ACD connected to
CentreVu CMS. As a result, you can define a profile which describes
one or more splits/skills. You might do this if, for example, you want
a profile for forecasts of weekdays (when calling rates are high), and
another profile for forecasts of weekends (when rates are
discounted).
You may define a unique costs profile for each split/skill for which
you want forecasts. However, you will normally be able to use the
same costs profile, if appropriate, for multiple splits/skills in the ACD.
In the Costs Profiles window itself, you assign only a profile ID
number. To actually define the costs/revenue objectives of a profile,
you must use the Get Contents window, which displays when you
select the Get Contents action list option. See
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
CentreVu CMS R3V5 Forecast 585-215-825
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Figure 2-4.
Figure 2-3.
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