Front Office · Royal Puri & Karawang
Senin, 16 September 2024 · shift 07:00–15:00
Active conversations
47
↑ 12 dari kemarin
AI deflection rate
68%
target 70%
Avg response time
28 detik
SLA <30
Escalations today
14
↓ 6 dari kemarin
Active conversations · live
| Patient | Topic | Status | Response time | Agent | Last update |
|---|---|---|---|---|---|
| Budi Hartono | MCU Diabetes-Cardio booking | AI handling | 12s | Hi Mandaya bot | 09:17 |
| Sari Wijaya | Lab result query | Awaiting agent | 1m 32s | escalated → Putri | 09:14 |
| Andi Pratama | Discharge billing question | AI handling | 8s | Hi Mandaya | 09:16 |
| Lina Setiawan | BPJS Rujukan triage | AI handling | 14s | Hi Mandaya | 09:15 |
| Rini Kusuma | Refill obat hipertensi | AI handling | 9s | Hi Mandaya | 09:13 |
| Agus Wibowo | Reschedule MCU Sabtu | Resolved | 22s | Hi Mandaya | 09:11 |
| Maria Tanudjaja | Estimasi biaya endoskopi | AI handling | 17s | Hi Mandaya | 09:10 |
| Dewi Permata | Hasil PCR — eskalasi nurse | Awaiting agent | 2m 04s | escalated → Nurse Yuli | 09:08 |
| Hendra Saputra | Konfirmasi jadwal kontrol | Resolved | 11s | Hi Mandaya | 09:05 |
| Ratih Pranata | Asuransi Mandiri Inhealth coverage | Awaiting agent | 3m 12s | escalated → Putri | 09:03 |
Deflection categories · 7 hari terakhir
Recent escalations
- Sari Wijaya · Lab result query09:14
Reason: Complex hematology — escalated to nurse triage
- Dewi Permata · Hasil PCR positif09:08
Reason: Notifikasi hasil kritikal harus disampaikan tenaga medis
- Ratih Pranata · Asuransi Mandiri Inhealth09:03
Reason: Verifikasi coverage di luar SOP AI — perlu admin asuransi
- Yusuf Halim · Komplain billing duplikasi08:51
Reason: Sentimen negatif terdeteksi — eskalasi ke supervisor
- Nia Larasati · Permintaan second opinion onkologi08:42
Reason: Triase klinis kompleks — diteruskan ke care coordinator