Objective

Estimate how incoming demand and available capacity could affect backlog over a selected time horizon.

Environment

  • You have access to a generated forecast with incoming volume for the dates you want to simulate.
  • You know which queues and backlog statuses to include and have a capacity assumption to test.

Resolution

  1. Open the forecast and select Simulation. Review the latest forecast date and any warnings before changing assumptions.
    The Simulation tab combines backlog and capacity assumptions with a forecast horizon, result cards, and a backlog burn-down chart.
    Important: Check the forecast coverage window

    The simulation uses forecast inbound volume only through the dates covered by the forecast. Later days may simulate zero arrivals; this does not mean actual demand will be zero. Check the coverage dates before interpreting backlog clearance or capacity results.

  2. Select an existing simulation from the selector, or keep Unsaved simulation to start a new scenario. Use the refresh control to recalculate after changing inputs.
  3. Set the scenario assumptions. Choose a Capacity source; with Manual entry, set capacity for each queue and weekday in the table. Choose whether Tickets/hr from uses the Profile or Measured value. Set Volume change % to model a demand increase or decrease, Horizon (days) for the length of the simulation, and Clear backlog in (days) for the target time to work through the opening backlog.
  4. Select the Backlog statuses to include, such as New, Open, Pending, or Hold. Review each queue’s starting backlog and tickets per hour, then enter the daily capacity values you want the simulation to test.
  5. Read the result cards and Backlog burn-down chart. All workload cleared indicates whether the selected work is cleared within the horizon; Peak backlog shows the largest simulated backlog; Idle capacity shows capacity left unused; and Required hours reports whether the target clearance time is achievable. The chart compares forecast inbound volume, remaining opening backlog, unserved incoming work, and capacity.
  6. Change one assumption at a time and recalculate to see how it affects the results. Select Save to keep a named simulation for later review.

Use the simulation as a scenario estimate. Its result depends on the selected forecast, statuses, productivity assumption, and capacity entries; confirm the inputs and forecast coverage dates before using it to make staffing decisions.