Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual page 95

Call Volume/Agents Forecast Reports
Financial Report
Report Heading
Service Level %
[Profile Results]
Agent Occ %
[Profile Results]
Costs Profile
[Costs Profile]
Cost of Call
[Costs Profile]
Cost of Agent
[Costs Profile]
Revenue per Call
[Costs Profile]
Est Margin
Table 3-3: Financial Forecast Report Description (Contd)
The forecasted percentage of calls that the split/skill 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.
The number of the costs profile specified in the Financial Input window.
The three objectives directly below this heading are specified in the
Costs Profile.
The expected average cost of a call to this split/skill, as specified in the
Costs Profile window.
The expected average cost per agent for the intrahour interval, as
specified in the Costs Profile window.
The expected average revenue per call, as specified in the Costs Profile
window.
The estimated profit per interval, based on the number of calls, their
associated revenue and costs, and the cost of agents.
CentreVu CMS R3V5 Forecast 585-215-825
What It Means
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