Adjust a backlog

You can set a backlog manually in Intraday for back-office and email skills. Given permission to Adjust backlog, an intraday analyst can enter the current volume of expired items (that has passed the service level target), and they are then added to the following day's backlog to be handled.

Prerequisites

This feature is available to Calabrio GovSuite users.

  • You have the Web > Intraday > AdjustBacklog permission.
  • You have the Web > Forecasts > Modify skill permission.
  • A skill is created.

Page location

WFM > Intraday > Adjust backlog

Procedures

Adjust a backlog

  1. On the Intraday page, click Adjust backlog.

  2. Select an email or back office skill.

  3. Add the number of forecasted items that have not been handled.

  4. Click OK. If you search for the email or back office skill, you can see that they are added to the forecast and the staffing need for the first open hour on the next day. To remove the backlog, click the X symbol beside the skill.

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