Executive Dashboard
Medicare Advantage, Supplement & Part D · All channels · Powered by the governed semantic model
Mock data for prototype purposes only.
Total Consumer Interactions
847,200
+12% MoM
Self-Service Rate
38.4%
+4.1 pts YoY
Agent-Assisted Interactions
124,600
-3.2% MoM
Voice AI Containment
61.7%
+8.2 pts since rollout
Escalation to Licensed Agent
18.3%
-2.1 pts MoM
AEP vs Prior Year
+9.4%
Enrollment volume
Baseline PeriodJun 2024 – May 2025 · First full year under the governed semantic model
Where we are today — the baseline against which the channel shift will be measured
Today's mix is the reference point. Future periods are evaluated against this baseline to track the deliberate shift from agent-assisted to self-service and Voice AI.
Self-Service Shift
+4.1 pts since baseline
Self-service share has grown from 34.3% to 38.4% of total interactions.
Voice AI Containment
+8.2 pts since rollout
Containment up from 53.5% to 61.7% — 67,200 interactions resolved without an agent.
Objective
50% self-service by FY27
Targeting a 12-pt shift toward self-service and Voice AI over the next two cycles.
Interactions by Channel
Current period · Defined by Metric Catalog
Monthly Interaction Trends
12-month view · Shaded band marks AEP (Oct 15 – Dec 7)
Self-Service vs Agent-Assisted Mix
Share of total consumer interactions
Voice AI Impact Snapshot
Before vs after rollout
Agent-Assisted Volume-11% since launch
Avg Handle Time-4.2 min
Contained Interactions67,200
Escalation Rate26.1% → 18.3%
Top Interaction Categories
Share of total consumer interactions · Current period