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Topic outline

  • Overview

    This module sets the stage for the other forecasting modules, but it is also of independent interest. We discuss ways to measure the accuracy of a forecast and we discuss what we can forecast (such as volume and AHT). We also look at the different ways in which we can define volume in the presence of redials.
    • Previous Knowledge

      Required knowledge is a good understanding of variability, especially in the context of arrival processes. The modules “arrival processes” and “theory of variability” are required previous knowledge. You can test your knowledge in the following quiz.
    • Introduction

      Restricted Not available unless: The activity Previous Knowledge Quiz is marked complete
    • Error Measurement

      Restricted Not available unless: The activity Introduction Quiz is marked complete
    • Minimal Error

      Restricted Not available unless: The activity Error Measurement Quiz is marked complete
    • Redials

      Restricted Not available unless: The activity Minimal Error Quiz is marked complete
    • Feedback and Certificate

      Before you move on to the next course, we would like to hear your feedback on this one.

      To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.