User guide

Contact Center Management
45
Forecasting
The Forecasting tool takes historical telephone system data and predicts future traffic volumes
and patterns and agent requirements. It uses default service level percent (80%), service level
time (20 second), and wrap-up time (15 second) values in calculating the agents required.
These values can be changed in the resultant spreadsheet and the number of agents required
can be recalculated.
Forecast reports are configurable based on parameters on the Reporter Filter tab. These
parameters include Service Level %, Service Level Time, Wrap Up Time, Agent Efficiency,
Average Talk Time, Calls Offered, and time format. Supervisors can generate, print, email, and
schedule Forecast reports in Contact Center Management.
Data collection monitoring
The Network Monitor application provides information on the status of media server real-time
data collection.
Network Monitor
Alarms can be configured for notification if the prairieFyre.Net Collector is not receiving data
or if the server disk space is low. In Network Monitor, you can verify if the alarms are enabled
for your media servers, and if the media servers are reporting any alarms.
Network Monitor displays critical and warning alarms. Critical alarms are activated when
Collector Service is not receiving data, the Enterprise Server disk space is low, and whenever
the Enterprise Server is prevented from functioning optimally. Warning alarms are activated
when license violations occur, when duplicate records are created, and for other non-critical
issues. You can configure pop-ups, audio alerts, and emails to notify you of critical alarms.
Network Monitor provides information on the status of media server real-time data collection.
You can verify if alarms are enabled for your media servers and if the media servers are reporting
any alarms.
Database programming
Information in the YourSite database can be configured for the following application areas:
• Enterprise—set up the site structure
• Configuration—set up the YourSite database to mirror the resources, trunks, routing and
timing options, and agent positions in use on the telephone system so that reports can be
generated
• Network Monitor—specify the days and times during which data alarms are activated
• Schedules—create schedules that accurately reflect the business hours of the operation
• Security—restrict user access to specific devices and Contact Center Management
website application areas