Backlog Age

Backlog Age Feature in WFM that allows users to specify how old their backlog is for work items. allows users to specify how old their backlog is for work items. This feature allows users to define various age buckets and what percent of the backlog belongs to each of these age buckets.

You can associate backlog age distribution data at the beginning of a scheduling period to a selected deferred queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. or to a group of multiple selected deferred queues. The dates of the backlog buckets are counted backward from the start date of the current scheduling period.

The Scheduling algorithm uses the Backlog Age data to help prioritize work in the current scheduling period. The Backlog Age data provides more accurate service level Set percentage of interactions in WFM that are handled in a defined unit of time. projections for the work that is scheduled to be completed.

The Backlog Age distribution proportions for each bucket can be auto populated from Work Item Tracking (WIT) Data that can be imported from WFM Operations data sources, and typically contains a number of standard attributes. data or entered manually by the user.

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