Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 94

Call Volume/Agents Forecast Reports
Financial Report
Report Heading
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]
Agent Occ %
[Call Handling
Profile]
Avg Serv Time
[Call Handling
Profile]
Avg Speed
Answer
[Profile Results]
Table 3-3: Financial Forecast Report Description (Contd)
The method, as specified on the Financial Input window, used to
determine forecast data:
Seasonal trending
Current trending
No trending
Expected calls.
A past date, as specified on the Financial 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
Financial Input window.
The targeted percentage of calls that the split/skill 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
Financial 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 Financial Input window.
The targeted average percentage of time agents should spend on ACD
calls while logged in. This objective is specified in the Call Handling
Profile selected in the Financial Input window.
The targeted average number of seconds each agent should spend on
an ACD call, including talk time and after-call-work time. This objective
is specified in the Call Handling Profile selected in the Financial Input
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
What It Means
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