Forecast and plan using customer engagement traffic information analysis

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCUE606, 'Forecast and plan using customer engagement traffic information analysis'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Forecast and plan using customer engagement traffic information analysis' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Analyse contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and nonrecurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic