Lines of Business
LOB Performance
Volume, quality, and risk across every line of business — sorted by intervention priority.
Line of business
Volume
NPS
AHT
Transfer
Hold
QA
Surveys
Focus
LOB 1 (Claims)
Risk 84
31,240
56
7:32
11.4%
55s
89.7%
2,210
WatchCompliance + hold
DSNP
Risk 78
34,980
54
7:18
12.6%
62s
90.2%
1,820
WatchTransfer reduction
CAID
Risk 48
22,610
61
6:48
9.1%
47s
92.4%
1,640
WatchHold time
Retail Care
Risk 34
22,710
66
6:02
8.2%
37s
92.8%
1,720
WatchHoliday staffing
Banking Support
Risk 30
26,110
68
6:11
7.8%
34s
93.1%
1,980
WatchUpsell QA
MR
Risk 22
28,140
65
6:20
7.2%
36s
93.8%
2,104
HealthyMaintain
URIDE
Risk 18
18,420
70
5:42
6.4%
29s
94.6%
1,410
HealthyMaintain