Backlog

Backlog is the amount of off-phone work that is already planned and needs to be completed in a specified scheduling period. Such items as emails, payment processing, account maintenance, and loan underwriting are contained in the backlog. Backlog items are considered inactive until the time comes for it to be scheduled. To make it active, you need to specify backlog items for any deferred media queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. by following one of the ways:

Enter a backlog manually in the details pane.
Fetch a backlog from the selected period.

When you fetch a backlog and you have selected a combined node with multiple queues, the backlog is distributed evenly across all the selected queues.

When the scheduling period has already started but some changes need to be made, you can specify an interim (reforecasted) backlog value in the middle of the scheduling period. After the reforecasted value is entered on the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). List tab of the details pane, the reforecasted value is summarized with the actual backlog value. In cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where multiple queues are specified, the reforecasted value is distributed to all queues.