The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Analyse engagement traffic data
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Access engagement traffic data Completed |
Evidence:
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Identify engagement traffic patterns over short and long intervals Completed |
Evidence:
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Identify anomalies and nonrecurring events in engagement patterns Completed |
Evidence:
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Review forecasting and planning
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Incorporate identified range of contact centre or customer engagement phenomena into resource planning Completed |
Evidence:
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Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning Completed |
Evidence:
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Plan labour requirements
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Determine basic inputs to queuing tools Completed |
Evidence:
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Calculate resources required using queuing tools Completed |
Evidence:
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Adjust results to account for quantitative and qualitative factors Completed |
Evidence:
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Schedule levels of forecasted call and engagement traffic Completed |
Evidence:
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Maximise operational efficiency and customer service levels in schedules while minimising wage costs Completed |
Evidence:
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Use available skill base appropriate to schedule most effective use of human resources Completed |
Evidence:
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Communicate schedules to staff within designated timelines Completed |
Evidence:
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