Dashboard
Calls Operation Oversight — Weekly Overview
Total Audits
1,247
+8.3% vs last weekATA Disagree Rate
18.4%
+2.1% vs last weekAvg GEHA Score
92.7
+1.2 vs last weekCoaching Opportunities
34
-5 vs last weekScoring Differences — UMR vs GEHA (Last 8 Weeks)
UMR Avg Score
GEHA Avg Score
Score Delta
Audits by Channel
Calls
Top Error Categories
| Category | Count | % of Errors | Trend |
|---|---|---|---|
| Job Knowledge | 156 | 37.2% | |
| Documentation | 98 | 23.4% | |
| Accuracy — Benefits | 67 | 16.0% | |
| Communication Skills | 52 | 12.4% | |
| Accuracy — Eligibility | 46 | 11.0% |
Recent Activity
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ATA Batch Imported — 247 audits from UMR
2 hours ago12 Disagrees flagged for ATA meeting
4 hours agoRandom Audits — biweekly batch sent to UMR
YesterdayUMR Response — 38 coaching flags received
2 days ago