✨
AT A GLANCE
📞
—
NAVIGATOR CALLS
Five9: —
⏱️
—
AVG DURATION
per call
🏠
—
LIHEAP APPS
std + past due
🚨
—
DISCONNECTIONS
urgent protocols
🌿
—
WX SCREENED
weatherization
💡
—
ESA SCREENED
energy savings
🏥
—
CAL AIM
screened
📋
—
CRM NOTES
generated
📈
CALL VOLUME
Calls Over Time
Mon–Fri daily breakdown
📊 Call Outcomes
Distribution by outcome type
⏱️ Call Duration Trend
Daily average (mm:ss)
🏛️
PROGRAM ACTIVITY
🏠 LIHEAP Actions
By action type
🔍 Intake Referrals
Programs referred from intake screening
🌐
CALLER INSIGHTS
🌍 Caller Language Preference
Preferred language reported during intake
🏘️ Dwelling Type
Caller housing breakdown
📣
HOW CALLERS FOUND US
Referral Sources
All sources from intake — multi-select, total reflects all selections
🛠️
TOOL & CRM USAGE
Agent Tool Utilization
How agents are using Navigator features
🗺️
GEOGRAPHIC COVERAGE
📍 Calls by ZIP Code
Bubble size = call volume · animated dots by need type
🔴 disconnection · 🟠 past due · 🟡 standard LIHEAP · 🟢 general
Disconnection
Past Due / Notice
Standard LIHEAP
General / Other
| # | ZIP | Calls | Top Need |
|---|
⚡ Utility Providers
Call distribution