Metric Catalog
Trusted reporting starts with agreed definitions. Every metric below is owned by a business function, versioned, and approved before it powers any executive dashboard or AI insight.
Mock data for prototype purposes only.
Consumer Interaction
Any measurable touchpoint between a Medicare-eligible consumer and the organization across any channel, including digital, phone, field, or Voice AI.
Approved
Included Channels
Web
Mobile App
Phone
Field Agent
Voice AI
Calculation Logic
Count of unique touchpoints per consumer per sessionBusiness Owner
Consumer Experience
Last Updated
2025-05-12
Agent-Assisted Interaction
Any interaction in which a licensed sales agent or licensed customer service representative actively supports the consumer — including plan comparison, enrollment assistance, and post-enrollment support.
Approved
Included Channels
Phone
Field Agent
Calculation Logic
Total interactions where a licensed agent was engagedBusiness Owner
Sales Operations
Last Updated
2025-04-30
Self-Service Interaction
Any interaction completed by the consumer without direct agent involvement, including online plan comparison, quote generation, and web-based enrollment.
Approved
Included Channels
Web
Mobile App
Voice AI (contained)
Calculation Logic
Total interactions with no licensed agent involvement / Total interactionsBusiness Owner
Digital Strategy
Last Updated
2025-05-02
Voice AI Interaction
Any consumer touchpoint handled by the Voice AI system, including plan inquiries, eligibility questions, and guided self-service enrollment flows. Excludes interactions escalated to a licensed agent.
In Review
Included Channels
Voice AI (web-embedded)
Voice AI (phone IVR)
Calculation Logic
Total Voice AI sessions initiatedBusiness Owner
Digital Transformation
Last Updated
2025-06-01
Escalation to Licensed Agent
Any interaction that begins in a self-service or Voice AI channel and is transferred to a licensed sales or service agent. Tracked separately due to CMS requirements governing licensed agent interactions with Medicare consumers.
Approved
Included Channels
Voice AI → Phone
Web → Phone
Calculation Logic
Total escalated interactions / Total self-service + Voice AI interactionsBusiness Owner
Compliance & Sales Operations
Last Updated
2025-04-18
Successful Enrollment
A completed plan enrollment (Medicare Advantage, Medicare Supplement, or Part D) submitted during a valid enrollment period (AEP, OEP, or SEP), confirmed by CMS or carrier acknowledgment.
Approved
Included Channels
Web
Mobile App
Phone
Field Agent
Calculation Logic
Count of submitted and confirmed enrollments per periodBusiness Owner
Sales Operations
Last Updated
2025-06-05