+3
12
Active Calls
+18%
1,247
Calls Today
-12%
4:32
Avg Handle Time
+2%
87%
First Call Resolution
Active Calls
5Sarah M.***4521
Benefits Inquiry•Aria
positive
2:34
duration
John D.***8892
Claims Status•Aria
neutral
1:12
duration
Maria L.***3345
Provider Search•Aria
positive
0:47
duration
Robert K.***7721
Prior Auth•Marcus
neutral
3:21
duration
Lisa T.***5543
ID Card Request•Aria
positive
0:23
duration
Call Types
Benefits Inquiry35%
437 calls
Claims Status28%
350 calls
Prior Authorization18%
225 calls
Provider Search12%
150 calls
Other7%
85 calls
Recent Calls
| Caller | Type | Duration | Resolution | Time | Actions |
|---|---|---|---|---|---|
| James W. | Benefits | 5:12 | resolved | 2 min ago | |
| Emily R. | Claims | 3:45 | resolved | 5 min ago | |
| Michael S. | Prior Auth | 8:23 | escalated | 8 min ago | |
| Jennifer L. | Provider | 2:18 | resolved | 12 min ago | |
| David C. | Benefits | 4:56 | resolved | 15 min ago |
Agent Performance
Aria
★4.7
523
Calls
89%
FCR
4:12
Avg Time
Marcus
★4.5
412
Calls
85%
FCR
4:45
Avg Time
Sophia
★4.8
312
Calls
91%
FCR
3:58
Avg Time