Backlog

Backlog is the amount of off-phone work that is already planned and needs to be completed in a specified scheduling period. Such items as emails, payment processing, account maintenance, and loan underwriting are contained in the backlog. Backlog items are considered inactive until the time comes for it to be scheduled. To make it active, you need to specify backlog items for any deferred media queue by following one of the ways:

Enter a backlog manually in the details pane.
Fetch a backlog from the selected period.

When you fetch a backlog and you have selected a combined node with multiple queues, you have the option of determining how the backlog is distributed. By default, the backlog from each queue is applied to the respective queue. Alternatively you can choose to distribute the fetched backlog evenly across all the selected queues.

When the scheduling period has already started but some changes need to be made, you can specify an interim (reforecasted) backlog value in the middle of the scheduling period. After the reforecasted value is entered on the Forecast List tab of the details pane, the reforecasted value is summarized with the actual backlog value. For the backlog to be distributed proportionally, fetch the backlog across individual queues.