Enter a backlog manually
To include the existing work in a scheduling period, specify the amount of work in the backlog field.
Backlog can be specified 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. in the current scheduling period.
Procedure
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Go to Forecasting and Scheduling. Under Forecasting, select Tactical 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)..
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From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
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Expand the details pane on the right.
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On the Backlog tab, select the cell and enter data manually.
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Select Save.