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The Backlog work items report is similar to the Ongoing work items report, with focus on all work items created in the last two days. You can filter content by created on, queue, agent, work item skill, and time zone.
Besides filtering, the report also provides the following KPIs to track all-up volumes within the selected filter.
| KPIs | Description |
|---|---|
| Total work items | Total number of work items created in the last two days. |
| Assigned work items | Number of work items created in the last two days that are currently assigned. |
| Unassigned work items | Number of work items created in the last two days that aren't yet assigned. |
| Agents online | Number of agents online at the moment. |
It allows you to easily identify overall case or record volume, and provides easy identification of unassigned work items for triage based on priority.
| KPIs | Description |
|---|---|
| Subject | Case or record title. |
| Queue | Queue that the work item is routed to. |
| Status | Open or active, where open isn't assigned to a customer service representative (service representative or representative). |
| Work item age | Time in days since case or record was created. |
| Agent name | Service representative the work item is assigned to. |
| Created on | Date and time stamp of when the work item was created. |
| Case | Unique number id of conversation linked case record. |
| Priority | Priority of conversation linked case record. |
Learn more about assign, transfer, and force close description, in the ongoing work items report
Related information
Manage real-time analytics for record routing
Overview of real-time analytics for record routing
Queue report
Summary report
Agent report
Ongoing work items report