Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 79

Call Volume/Agents Forecast Reports
Current Day Report
Table 3-1: Current Day Forecast Report Description (Contd)
Report Heading
Service Level %
(Profile Results)
Agent Occ %
(Profile Results)
What It Measures
The forecasted percentage of calls that the
agents will answer within the time specified
in the Service Level sec field.
CentreVu CMS calculates this percentage
after calculating the number of agent
positions required to meet the call handling
profile objectives. Normally, the forecasted
percentage will be slightly higher than the
Service Level % objective.
The forecasted average percentage of time
agents will spend on ACD calls while
logged in. CentreVu CMS calculates this
percentage after calculating the number of
agent positions required to meet the call
handling profile objectives. Normally, the
forecasted percentage will be slightly lower
than the Agent Occ % objective.
CentreVu CMS R3V5 Forecast 585-215-825
Database Item
RSERVLEVELP
RAGOCC
3-11
Table
f_cdayrep
f_cdayrep