State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

3.3 Monitor View Tab

The Monitor View tab is not visible to all agents. The Monitor View tab houses the Dashboard tab, which shows contact center statistics in real time and the queues of the agent’s specific group. The Dashboard tab is not visible to all agents. Focus on the queues ending in “use.” This page is informational only.

Show/Hide an example of the pageShow/Hide an example of the page

The specific statistics displayed may vary by agency but include:

• Oldest Call Waiting: How long the oldest call currently in the queue has been waiting.
• Average Wait Time (AWT): Average wait time (for the day) for all calls answered and abandoned.

  Note	AWT is not the same as Average Speed of Answer (ASA). ASA is only answered calls. ASA is not visible in this view.

• Calls In Queue: Current number of calls in the queue waiting for agents.

  This page last updated in Release Number: 23-03
  Release Date: 11/10/2023
  Effective Date: 11/10/2023

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Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208