Unit of competency Outline

Date retreived
23/07/2026 10:06 AM AWST

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Forecast and plan using customer engagement traffic information analysis

Forecast and plan using customer engagement traffic information analysis

Unit of competency
National Code
BSBCUE606
State Code
AUM54
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to analyse call or engagement traffic information to forecast and plan resourcing for customer engagement operations.It applies to individuals who analyse, design and execute judgements using wide ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
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
No information
No information
Replaces
State Code National Code Title Type
S8065 BSBCCO606B Forecast and plan using customer contact traffic information analysis Unit of competency
Replaced By
State Code National Code Title Type
OCF05 BSBOPS601 Develop and implement business plans Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification
AVW8 BSB61015 Advanced Diploma of Leadership and Management Qualification