Oversight
Every call and workflow scored. Every action on the record.
See what every agent did and why, score every call and workflow against your standards, and pause or redirect any agent in one step.
Review the exceptions, not a sample
At 5,000 calls a month, a QA team can listen to a sliver. Avallon scores every interaction against your criteria, logs every action with its source, and puts the exceptions in front of your team.
Every call and workflow scored
- Calls checked for identity, disclosures, and escalation
- Workflows checked for accuracy, completeness, and handoffs
- Pass or fail, with trends by agent, workflow, and client
A complete record
- Full trace with sources
- Append-only, never edited
- Query by API or send to your SIEM
Clear lines agents don’t cross
- Pause one agent or all; live calls finish politely
- Rules that send more work to a person apply on the next claim
- Agents prepare claims. Adjusters decide them.
How teams use Oversight
Every call and email is scored. Your QA team starts the day with the exceptions, not a random sample.
Pull the full record for any claim: every call, document, decision, and write, with its time and source.
Add a rule in plain words. Rules that send more work to a person apply on the next claim. Changes to how agents do the work ship as a tested version your team approves.
If scores drop or escalations spike, your team hears about it in Slack, Teams, or email.
Pause one agent or all of them. Calls in progress finish first, and nothing new starts until you resume.
Works with
Compliance for the realities of claims
Avallon’s security program supports the privacy, healthcare, communications, and data protection requirements that shape claims operations.
Access security documentation, review controls, and submit questions through the Avallon Trust Center.
- SOC 2 Type II
- HIPAA
- GDPR
- CCPA
- TCPA
