When a participant completes an HRA and requests a call, the assigned users will receive an email alert (or daily digest) with a direct link to the Engagement Queue. Clicking the link takes them directly into the dashboard (after logging in).
📸 (Screenshot: example email notification)
You can also access the Engagement Queue from within the HRA Console:
- Navigate to the dashboard
- Click ‘Engagement Queues’ in top Navigation
- Navigate to the Appropriate Engagement Queue
📸 (Screenshot: engagement queue dashboard view)
The Engagement Queue has two main sections:
- Engagement Queue (top) – Participants who need follow-up
- Engagement Completed (bottom) – Participants who have been resolved or reached their follow-up limit
Each row shows:
- Name and phone number
- Risk result
- Last attempt (if any)
- Time since completion
To log a call:
- Click the three dots under the Actions column
- Select Log Phone Call
- Enter:
- Date and time of call
- Call result (e.g., Left Voicemail, No Answer, Scheduled Appointment)
- Optional call notes
📸 (Screenshot: log phone call modal)
If the call does not result in resolution, the participant remains in the queue. If the call meets resolution criteria or the call attempt limit is reached, they will move to Engagement Completed.
To get context before calling:
- Click View Risk Report under the Actions column
- This shows the user’s HRA results and the factors that contributed to their risk level
📸 (Screenshot: risk report preview)
To view past call attempts:
- Click View Call History
- You’ll see timestamps, result codes, and notes from previous follow-ups—especially useful if multiple navigators are sharing responsibility
📸 (Screenshot: call history pop-up)
