The staff is divided into 5 groups, each one responsible for a queue. Between the two call centers they process approximately 5,000 claims per week. The facility has 60 lines available with an average wait time of 5 minutes. During heavy volume they peak at 15 minutes wait time. An average claim takes 5 minutes to process.
More time is needed if the claim is complex.
First of these screens is the Personal Information which provides claimant identity and some profiling characteristics. Then the UI Application, which records job attachment, additional profiling characteristics and eligibility questions. The Employment History screen identifies all employers, the reason for separation and periods of employment. There are additional windows for identifying federal, ex-military, interstate claims, liable and agent claims and screens for additional employer information. Wisconsin also provides service for the hearing impaired.