State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

6.4 Viewing Queue Activity

Demo Videos

Viewing Queue Activity Filtering for Callbacks Waiting

The Queue Activity view allows supervisors to display current activity-related queue metrics.  

The Queue Activity Summary view displays the current activity occurring in all queues in your line of business. The information displayed includes: number of calls waiting; number of current interactions; service level percentage; number of agents on and off queue; number of agents in each status; and number of agents interacting, communicating, idle, and not responding for all queues. For information about selecting queues and saving views see Section 6.1 Introduction to performance.

To open the Queue Activity Summary view: 

1. In the Analytics Workspace, from the New Tab, scroll down to the “Contact Center” section and select Queue Activity. 
2. The Queue Activity Summary displays. 
   
3. Check the checkbox next to Name to see a summary of all the queues in your line of business or check the checkbox next to specific queues. Click Add to filters button once the desired selection is made. 
   
4. The summary of all selected queues displays. Click the plus sign on the right to add or remove columns. Click and drag each column to rearrange in a different order. 
   

   Note

   When leaving this view within the tab, the filter resets to display only voice calls, not all media types. For instance, switching to the Performance view and then return to the Activity view, results in only voice calls being shown. To display all media types including call back, click the filter button and select All from the Media Type options.

5. To view voice and callback calls, select All from the Media Type filter options. 
   

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Publication Number: P-03208