State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

3.2 Performance

Demo Video

Performance

Use the Analytics Workspace to view personal statistics, statistics of assigned queues, and interactions. 

Click the Menu button, Analytics, and then Analytics Workspace.

From the New Tab screen, scroll down to the section titled My Performance and select My Performance.

From the My Performance tab, toggle between Performance, Statuses, and Interactions.

Note	The Evaluations, Schedule, Scorecard, and Development tabs are not used.

Click the plus button to the right of the My Performance tab to open a new tab or multiple tabs. Scroll down and click the desired hyperlinks in the left pane to view specific performance information.

Perform this step multiple times until all desired tabs are displayed. Recommended views include: My Interactions, My Performance, My Queues Activity, and My Status.
 

On the My Performance (or Performance) and My Status (or Statuses) pages, the top row displays the summary row for each metric’s average over the selected time period. Selecting one of the summary metrics (Answer, Handle, Avg Handle, Avg Talk, Avg Hold, Avg ACW, Hold, or Transfer) displays a chart, with a table below showing daily details in half hour intervals.

Click the Hide Chart (Show Chart) button to switch views.

Note	Internal calls (Genesys user to Genesys user) may not be displayed in the Performance view.

Change the time period by clicking the date filter (blue date at the top center of the tab) and selecting a preset time range or entering a specific date range.

Click the filter button to choose one or more filters for the displayed metrics. 

For details about the information displayed in each column, click the help button and scroll down to Available Columns. Automatic Call Distribution (ACD) is used in the help files. ACD refers to inbound calls in the queue.

To add additional metrics, click the plus button on the far right of the workspace and select columns from the list.

 

Click the Save button to save the desired view.

To name a saved view, click the save image button.

3.2.1 My Performance

The My Performance view displays several metrics. Click the plus button on the right side of the view to add or remove metrics.

Metric	Description	Live Update
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions.  Calculated: Includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.	Yes
Avg Talk	The average number of seconds spent interacting on a media type.  Calculated: Total Talk Time / Count of Interactions with Talk Time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated: Total Hold Time / Count of Interactions	Yes
Avg ACW	The average amount of time agents spent completing after-call work.  Calculated: Total ACW / Interactions with ACW	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction.  Calculated: Number of interactions blind transferred or consult transferred	Yes

3.2.2 My Status

The My Status view displays several metrics. Click the plus button on the right side of the view to add or remove metrics. 

Metric	Description	Live Update
Logged In	The total amount of time a user is logged in for the specified period.	Yes
On Queue	The number of agents that are On Queue for a specific queue.	Yes
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.	Yes
Not Responding	The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes
Off Queue	The number of agents that are Off Queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in Out of Office and Offline statuses are not included in this number.	Yes
Available	Time spent in the Available status for the specified period.	Yes
Away	Time spent in the Away status for the specified period.	Yes
Break	Time spent in the Break status for the specified period.	Yes
Meal	Time spent in the Meal status for a specified period.	Yes

3.2.3 My Interactions

The My Interactions view displays several metrics. Click the plus button on the right side of the view to add or remove metrics. 

Metric	Description
Users	The internal users alerted or involved.
Remote	Information about the external participants.  Note: PII is masked in this view.
Date	The date the interaction started.
Conversation Duration	The length of the interaction.  Calculated: (Conversation End – Conversation Start)
Direction	Whether the interaction was inbound, outbound, or inbound/outbound.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.

3.2.4 My Queues Activity

The My Queues Activity view displays several metrics. Click the plus button on the right side of the view to add or remove metrics.   

Metric	Description	Live Update
Name	The name of the queue.	Yes
Waiting	The number of interactions that waited in the queue.	Yes
Interactions	The number of interactions assigned to that queue that agents are currently interacting with.	Yes
On Queue	The number of agents that are On Queue for a specific queue.	Yes
Off Queue	The number of agents that are Off Queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number.	Yes
Interacting	The number of agents working with interactions. The number includes agents completing after call work.	Yes
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call.	Yes
Idle	The number of agents who are On Queue and available to take interactions but who are not working with interactions.	Yes
Not Responding	An agent was On Queue or Interacting and did not answer on offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes

3.2.5 Exporting, Scheduling, and Expiring Reports

For instructions on exporting, scheduling, and expiring reports see Section 6.8 Exporting or Scheduling a Report and Section 6.8.3 Expiring Reports. 

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Publication Number: P-03208