Referral queue
Backlog rising • First action slowing
Workflow Use Case
Operational Visibility & Reporting
Give operators and leaders visibility into backlog, turnaround, workload, and automation performance across workflows.
See queue health and aging across workflows in one place
Connect throughput to staffing, automation, and bottlenecks
Use observability logs and exports to go deeper when needed
Operational picture
The operating layer is measurable
Calvient exposes queue health, workflow aging, team throughput, and agent behavior so leaders can manage the system instead of guessing.
Signals
Queue health
Workflow drilldown
Automation log
Prior auth queue
Portal automation covering volume
ROI queue
Stable backlog
SLA alerts
Queue risk detection
Agent activity logging
New in Calvient
CalvientGPT
CalvientGPT brings HIPAA-compliant AI chat into operations
Give your organization a secure AI workspace to ask operational questions, surface answers faster, and move from insight to action inside the platform.
- Mission Control style workspace with guided prompts for common operational asks.
- Integrated with queue, schedule, and performance context so answers stay actionable.
- Audit-friendly controls with chat history and oversight visibility for leadership teams.
Mission Control
Welcome to Mission Control
Your agents are standing by. What needs to get done?
Pull eligibility for everyone on tomorrow's schedule.
Search the schedule and give me all open slots for this week.
What is our average turnaround time for prior auths?
Ask anything, or tag an agent with @...
What Calvient handles
The real work inside this workflow
These are the operational motions the system has to coordinate well if the workflow is going to move cleanly.
Dashboards
Queue health and backlog visibility
See what is piling up, where work is aging, and which teams or workflows are losing momentum.
Performance
Turnaround and productivity reporting
Measure throughput, first-touch time, turnaround, and ownership patterns across the workflows that matter.
Observability
Audit and automation visibility
Track agent decisions, communication events, browser activity, and operational exceptions with a usable event trail.
Exports
Exportable and custom reporting paths
Use built-in reporting for operators and managers, then export or connect to deeper analysis when leadership wants more detail.
How it works
Structured execution from trigger to closure
The workflow should move because the system keeps state, ownership, and next action visible at every step.
01
Aggregate workflow data
Collect queue state, timestamps, ownership changes, communications, and agent actions across workflows.
Leaders get one reporting layer instead of multiple partial views.
02
Surface bottlenecks and aging work
Highlight where cases are waiting too long, where queues are growing, and where downstream handoffs are failing.
Problems are visible before they become operational surprises.
03
Track team and workflow performance
Compare how teams, workflows, sources, and payers are performing across the metrics that actually matter.
Managers can coach, rebalance, or automate based on real signals.
04
Export or drill deeper
Use built-in dashboards for daily operations and export structured data or logs when you need broader analysis.
Operational reporting supports both frontline management and executive review.
What operators see
Product views that move the workflow forward
These are the working surfaces that keep the queue understandable, actionable, and measurable.
Dashboard
Queue health across the operating system
Supervisors can see which workflows are stable, which are aging, and which are breaking their SLA posture.
Intake
Healthy auto-route coverage
Referrals
Backlog climbing this afternoon
Prior auth
Payer-specific delay pattern
- Backlog by workflow and team
- Aging hotspots
- Priority and SLA risk visibility
Drilldown
Workflow and team performance detail
Managers can move from a top-line dashboard into source, queue, payer, or operator-level views without leaving the system.
Referral intake
First-touch slowing on outside faxes
ROI team
Best throughput per FTE
Auth renewals
Needs earlier escalation rule
- Turnaround by queue
- Owner and workload balance
- Source and payer segmentation
Observability
Communication, integration, and agent logs
When a team asks why something happened, the event trail is visible instead of hidden in someone’s inbox or memory.
Agent action log
Portal submitter completed 18 runs
Communication events
Survey escalation rate rising
Export feed
Weekly ops report generated
- Message and call outcomes
- Browser and automation actions
- Rule-based escalations and exceptions
Workflow Views In Product
In Product
Operations dashboard
Dashboard with backlog, turnaround, and queue health tiles.
In Product
Observability / audit log
Event view showing agent actions, communication events, and escalations.
Special Agents
Special Agents for this workflow
These agents are useful because they handle the repetitive middle of the workflow while leaving sensitive or ambiguous decisions with staff.
SLA breach escalator
Warns teams before backlog and aging turn into missed service commitments.
Trigger
Queue items approaching defined SLA or aging threshold
Actions
- Highlight at-risk work
- Notify the right owner or leader
- Create escalation task with reason
Handoff
Escalates to supervisors only when the queue truly needs intervention.
Capacity balancer
Looks for uneven workload and helps teams shift work before one queue becomes a choke point.
Trigger
Queue imbalance, rising backlog, or owner saturation
Actions
- Surface workload skew
- Recommend queue rebalancing
- Open reassignment workflows
Handoff
Provides an operational recommendation instead of leaving managers to discover the issue late.
Automation opportunity finder
Uses work patterns and logs to show where repetitive motion is still costing teams time.
Trigger
Repeated manual steps or high-volume exception categories
Actions
- Flag candidate workflows
- Point to repeated bottlenecks
- Summarize where automation would remove rework
Handoff
Gives operators and leaders a concrete path for the next automation decision.
Operational channels
The workflow moves across multiple channels without losing state
Visibility work depends on the same signals as operations: communications, queues, browser work, documents, and the chart context behind them.
Fax
Text
Phone
Browser
Forms
EHR / integrations
Fax
See how inbound document volume affects first-touch time and backlog growth
Text
Track reminder, recall, and follow-up response performance
Phone
Understand call outcomes, escalations, and follow-up load
Browser
Observe portal work, agent automation, and manual exception points
Forms
Measure completion, defect, and follow-up patterns on structured workflows
EHR / integrations
Tie queue outcomes back to appointments, patients, and chart activity
Teams that use this
Deployment usually spans more than one team
Operations leaders need one version of the truth that works for frontline supervisors and executive reviews without rebuilding spreadsheets every week.
Operations Leaders
Team Managers
Department Heads
KPIs / outcomes
Measure the outcomes that matter
The right operating system should make these measures easier to see, easier to improve, and easier to explain to leadership.
KPI
Backlog growth
Whether queues are stabilizing or getting worse over time.
KPI
Turnaround time
How long work takes from intake to meaningful completion.
KPI
Throughput
How much work teams and workflows are actually closing.
KPI
Automation rate
How much of the workflow is being handled by rules and agents instead of manual effort.
Related use cases
Explore adjacent workflows
Intake & Triage
Capture inbound work from fax, email, forms, and other channels, classify it, and route it to the right workflow.
Prior Auth & Payer Ops
Handle benefits checks, prior auth submissions, payer portal work, status follow-up, and renewals.
Referral Management
Centralize inbound and outbound referral work, track status, request missing information, and move patients forward.