State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

6.3 Viewing Agent Status

Demo Video

Viewing Agent Status

The Agent Status view allows supervisors to display status-related agent metrics. The default agent status view displays all agents in your line of business for the selected time period. The information displayed includes current status and time in that status, time logged in, time on and off queue, idle time, and time not responding for all agents. The same information plus time in status and current status is displayed for each individual agent. For information about selecting agents, filtering, exporting, saving views, and downloading, see Section 6.1 Introduction to Performance.

For instructions on opening the Agent Status view see Section 6.1.1 Open a View. 

6.3.1 Busy Secondary Statuses

Demo Video

Viewing Secondary Statuses

The busy secondary statuses allow supervisors to see how long an agent was in a particular busy secondary status during the reporting period for the following statuses: 

• Busy: Supervising
• Busy: Technical Issues
• Busy: Application Processing
• Busy: Extended After Call Work

To add any of these columns to the Agent Status view:

1. Click the plus button to open the Add/Remove Column menu.
2. Next to the Busy option, click on the triangle to reveal the secondary busy statuses. Select the desired statuses and click on Save. 
   

These columns give supervisors a historical view of how long an agent was in a specific secondary status. Supervisors may still see how long an agent has currently been in a specific secondary status (live) by viewing the Time in Status in the same view.

6.3.2 View Status, Secondary Status, and Routing Status

When viewing an agent’s current status in the Agent Status view, there are three columns to consider: Status, Secondary Status, and Routing Status. Status and Secondary Status show that an agent is On Queue or in one of the other selectable statuses. Routing Status shows if the agent is available for calls.

Selectable statuses for Status and Secondary Status include: 

• Available
• Busy
• Away
• Break
• Meal
• Meeting
• Training
• On Queue

All statuses selected by the agent show the agent is Off Queue, except the On Queue status. 

Routing Status: 

• Off Queue: Agent is Off Queue 
• Idle: Agent is On Queue, but not on a call
• Interacting: Agent is either on a call or in after call work (ACW)
• Not Responding: Agent is On Queue, but did not answer their last call

If an agent is Off Queue and their Routing Status shows Interacting, it likely means they are on an outbound call or they have moved themselves Off Queue during the inbound call to avoid getting the next call.

Various Status Combinations

Status (selectable status)	Secondary Status  (selectable status)	Routing Status	Description
Available	Available	Off Queue	Agent is off queue and selected available status. Available is also the default status when the agent logs in.
Break	Break	Off Queue	Agent is off queue and selected break status.
Busy	Application Processing	Off Queue	Agent is off queue and selected busy and application processing.
On Queue	On Queue	Idle	Agent is on queue and waiting for their next call.
On Queue	On Queue	Interacting	Agent is on queue and currently on a call or in ACW.
Break	Break	Interacting	Agent is off queue and either on an outbound call or the agent selected break status while on a call.
On Queue	On Queue	Not Responding	Agent is on queue but did not answer the last call offered to them.

6.3.3 Add Secondary and Routing Status to the Agent Status View

To add Secondary Status and Routing Status to the Agent Status View:

1. Click the plus button on the right side of the workspace.
2. Select Routing Status and Secondary Status.
3. Click Save.
   
4. The selected columns are added to the view.
   

6.3.4 Viewing Agent Status Timeline Detail View

Demo Video

Viewing Agent Status Timeline Detail View

The Agent Timeline Detail view provides a visual representation of the conversations handled by the agents. This view enhances the supervisors’ visibility into agent activities, allowing them to observe how voice conversations are interwoven with multiple simultaneous digital interactions.

By default, this view provides details about primary status, secondary status, routing status, and various interactions such as voice, callback, chat, email, and message.

To view the agent timeline details:

1. In the Analytics Workspace, from the New Tab, scroll down to the “Contact Center” section and select Agent Performance.
2. From the Agents Performance Summary view, click an agent name. The Agents Performance Detail view displays. 
   
3. Click the Timeline tab. The Agent Timeline Detail view appears.
4. To see the most current data, click Refresh. 
   

Some of the calls may appear to overlap one another. Hover over a voice call to see the details of that call such as the start time, end time, and duration of the call. 

Note	The start time, end time, and duration of the call shows the time the call entered and exited the call center. This does not reflect the time spent interacting with the agent.

To show only specific data, customize the agent timeline detail view. For example, choose to view only certain metrics or filter to see certain types of interactions. 

To filter by date or time: 

1. Click the date. 
2. In the Presets list, select a preset date option. Up to seven days can be viewed at one time. 
   

To filter by media type:

1. Click the Filter button. 
2. Select the media type. 
   

To select the metrics for the summary row:

1. Click Select Metrics. 
   
2. Select the desired metric categories such as Count-based, Percentage-based, and Time-based. Choose up to 12 metrics.
3. Click Add.
   
4. The selected metrics are displayed.
    

To show or hide timeline rows: 

1. Click Select Rows. The Select Rows pop-up window appears. 
   
2. Select the required rows such as Primary Status, Secondary Status, Routing Status, and Interactions.
    
3. Click Save. The selected rows are displayed. 
   

To show or hide the interactions list:

1. Click Show Interactions List. 
2. All the interactions for the chosen date range are listed on the right. 
3. To view more details about any interaction, click on the Voice link for the required interaction.
    
4. The Interaction Details View page displays.
   

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Publication Number: P-03208