Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 71

Call Volume/Agents Forecast Reports
Guidelines for Call Volume/Agents Forecast Reports
If the number of calls handled by a split/skill shows a strong trend
that is unrelated to previous times, Current Trending may be an
effective forecast method for you to use. Choose whether the Days
between historical data points field is 1 or 7 based on the
length of the current trend. If the trend so far is short, use 1; but if the
trend is as long as a month, use 7.
If a split/skill handles calls 7 days a week, then you can effectively
use the Days between historical data points field (set to
1). If the split/skill only handles calls 5 days a week, then you must
use Days Between Historical Data Points (set to 7).
If you know a day of data to be used in a forecast is problematic or
unreliable, lower the data weight associated with it. The value of this
weight compared to the unchanged weight of 10 should reflect your
assessment of that data. (For example, if the data is only 80 percent
reliable, change the weight from 10 to 8.)
If the day for which you are forecasting has special characteristics
unlike your normal daily call handling, use the Special Day Forecast.
This forecast requires you to save special day data whenever you
have an unusual day, so that it can be used for Special Day
Forecasts. When you are having (or know you will have) a special
day, administer a Special Day for the split/skill before you run the
Forecast Manager for that day, so that the data will be stored.
Examples of special days are holidays and days affected by special
advertising or promotions.
The following guidelines allow you to interpret some of the results you
may get on some Call Volume/Agent reports:
If an interval of time between the First interval start time
field and the Last interval start time field is missing, it is
because that interval is missing in the Call Handling Profile
and/or the Costs Profile you specified.
If a row on a Call Volume/Agent report contains zeros for
Forecast calls carried, Num Agents Req'd, and under
the Profile Results columns, it is because no historical data
was found (as collected by Forecast Manager from the historical
tables into the Forecast tables or in the Hypothetical Data) for the
dates on which the forecast is based.
Profile results are given on the Call Volume/Agent reports so that
you can compare them directly with your objectives in the Call
handling profile. The calculation of Num Agents Req'd
field uses the objectives in the Call handling profile field for
each interval of time as boundary conditions for the answer. It is
normal for one or two of the Profile Results field(s) to be
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