Set a reforecasted backlog

To change planned non-phone workload in the middle of scheduling period, use a reforecasted backlog. You can make changes in the selected queue or combined queues even if the scheduling period has already started.

Before you begin

You must have reforecast in Queue Analytics.

Procedure

Go to Forecasting and Scheduling. Under Forecasting, select Tactical Forecast.
From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
Expand the Details pane on the right.
On the Backlog tab, on the Reforecasted line, set date and start time.
Select Save.

Example:

When you save the forecast as active, the statistics are recalculated and backlog is updated. Reforecasted backlog gets a part of the active forecast.