Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 86

Call Volume/Agents Forecast Reports
Longterm Report
Report Heading
ACD
Printed
Split/Skill
Forecast for
Historical data
used
% Change Factor
Forecast method
Base date
Time
Forecast Calls
Carried
Number Agents
Req'd
Avg Speed
Answer [Call
Handling Profile]
Service Level %
[Call Handling
Profile]
Service Level sec
[Call Handling
Profile]
Table 3-2: Longterm Forecast Report Description
The ACD of the forecasted split/skill.
The date and time the report was run.
The name of the split/skill for the forecast.
The date for which you want the forecast.
The current data points used for the forecast, and their respective
weights (0 to 10), as specified on the Longterm Input window.
The adjustment, expressed as a percentage, that CentreVu CMS made
to its initial forecasted calls carried. CentreVu CMS makes changes, if
any, based on the Change Factor you enter on the Longterm Input
window.
The method, as specified on the Longterm Input window, used to
determine forecast data:
Seasonal trending
Current trending
No trending
Expected calls.
A past date, as specified on the Longterm Input window, that is similar to
the current date. This date is used only for seasonal trending.
The start time of each intrahour interval included in the forecast.
The number of calls forecasted to arrive at the split/skill for the
associated intrahour interval.
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
Longterm Input window.
The targeted percentage of calls that the split(s)/skill(s) agents will
answer within the time specified in the Service Level sec field.
This objective is specified in the Call Handling Profile selected in the
Longterm Input window.
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 Longterm Input window.
CentreVu CMS R3V5 Forecast 585-215-825
What It Means
3-18