Health Connector Contact Center Monthly Report

The Monthly Contact Center Dashboard provides an overview of Health Connector Contact Center operational metrics.  It is updated monthly with data through the end of the prior month.

There are two tabs to explore:

  1. Call Metrics: An overview of call volume, service levels, average speed of answer, and abandonment rate over the past two years.
  2. Ombuds and Survey Metrics: An overview of current and historic cases submitted to the Health Connector Ombuds team, as well as Customer Survey metrics over the past two years.

Contact center vendors:

  • Accenture (ACN)
  • Automated Health Systems (AHS)

In the bottom right corner of the dashboard, there is a download icon. Click on the icon and select “PDF”.

A “Download PDF” pop-up box will appear.

  • For “Include”, select “Specific sheets from this workbook”. To download all sheets, use the “Select All” button, or click on the sheets you wish to select.
  • For “Orientation”, select “Landscape”.
  • Click “Download” to save.

Dashboard

Note: This information is provided for general informational purposes only and may not align exactly with other reporting based on the specific data methodologies used.