Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 78

Call Volume/Agents Forecast Reports
Current Day Report
Table 3-1: Current Day Forecast Report Description (Contd)
Report Heading
Number Agents
Req'd
Avg Speed
Answer
(Call Handling
Profile)
Service Level %
(Call Handling
Profile)
Service Level
sec
(Call Handling
Profile)
Agent Occ %
(Call Handling
Profile)
Avg Serv Time
(Call Handling
Profile)
Avg Speed
Answer
(Profile Results)
What It Measures
The number of agents that must be logged
into the split/skill for the intrahour interval in
order to handle the forecasted calls, given
the call handling objectives.
The targeted average time calls should
wait before an agent answers. This
objective is specified in the Call Handling
Profile selected in the Current Day
Configuration window.
The targeted percentage of calls that the
agents will answer within the time specified
in the Service Level sec field.
The targeted number of seconds within
which the Service Level % of calls should
be answered. This objective is specified in
the Call Handling Profile selected in the
Current Day Configuration window.
The targeted average percentage of time
agents should spend on Automatic Call
Distribution (ACD) calls while logged in.
This objective is specified in the Call
Handling Profile selected in the Current
Day Configuration window.
The targeted average number of seconds
each agent should spend on an ACD call,
including talk time and (After Call Work)
ACW time. This objective is specified in the
Call Handling Profile selected in the
Current Day Configuration window.
The forecasted average time calls will wait
before an agent answers. CentreVu CMS
calculates this average after calculating the
number of agent positions required to meet
the call handling profile objectives.
Normally, the forecasted average will be
slightly lower than the Average Speed of
Answer objective.
CentreVu CMS R3V5 Forecast 585-215-825
Database Item
NUMAGREQ
AVGSPEEDANS
SERVLEVELP
SERVLEVELT
AGOCC
AVGAGSERV
RAVGSPEEDANS f_cdayrep
3-10
Table
f_cdayrep
f_cdayrep
f_cdayrep
f_cdayrep
f_cdayrep
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