Preface; General Information - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

Preface

General Information

Preface
General Information
The CentreVu™ Call Management System Release 3 Version 5 Forecast
(585-215-825) document is written for CentreVu Call Management System
(CMS) administrators and split/skill supervisors who are responsible for
administering and reporting forecast data.
This document is organized as follows:
"Preface," describes style conventions and lists CentreVu CMS
documents and other related documents.
Chapter 1, "Introduction," describes the Forecast subsystem, purpose
of forecasting, types of forecasting, guidelines, start-up tasks, and the
best order for using the Forecasting subsystem and this document.
Chapter 2, "Forecast Administration," describes the start-up tasks you
must do before you can get forecast reports.
Chapter 3, "Call Volume/Agents Forecast Reports," describes how a
call volume/agent forecast predicts the number of calls a split/skill will
receive (Forecast calls carried). Also, it describes how many
agents will be required to handle those calls (Number of agents
required). Most forecast reports are call volume or agent reports.
Chapter 4, "Requirement Forecast Reports," describes the Agent
Positions Required and Trunks Required reports. These two reports can
show you, given specific call handling objectives, how many calls your
call center can handle.
Chapter 5, "Trunk Performance Report," describes how this report
estimates, at the busiest intervals in a specified range of historical
dates, what the usage rate and blocking percentages were for the
selected trunk group(s). This report also shows how many trunks the
trunk group(s) would have needed during the busiest intervals to meet
predetermined objectives you have set for your call center.
Chapter 6, "How the Forecast System Generates Data," describes the
algorithms that CMS uses to predict agent staffing and trunk capacity
needs.
CentreVu CMS R3V5 Forecast 585-215-825
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