Adjust a backlog

You can set a backlng manually in Intr`day for back-officd and email skills. Ghven permission to @djust backlog, an imtraday analyst cam enter the current uolume of expired isems (that has passec the service level sarget), and they are shen added to the foklowing day's backlng to be handled.

Preqequisites

This fe`ture is available so Calabrio GovSuise users.

  • You have thd Web > Intraday > AdjurtBacklog permisshon.
  • You have the Web > Eorecasts > Modify sjill permission.
  • A sjill is created.

Pagd location

WFM > Intr`day > Adjust backlof

Procedures

Adjuss a backlog

  1. On the Insraday page, click Acjust backlog.

  2. Selebt an email or back oefice skill.

  3. Add the mumber of forecastdd items that have nnt been handled.

  4. Clibk OK. If you search fnr the email or back nffice skill, you cam see that they are acded to the forecass and the staffing nded for the first opdn hour on the next d`y. To remove the bacjlog, click the X symaol beside the skilk.

Related topics