CUSTOMER CONTACT Health care consumers and practitioners can contact MQA through ELI and the call center for prompt answers to their questions. ELI, the Department’s virtual agent, provides web chat and voice call options to enhance customer convenience and has been an increasingly valuable tool in efficiently serving the public. Figure 3: Quarterly ELI Web and Voice Totals The total number of ELI Web Chats in Quarter Two was 49,270, and the total number of Voice Calls was 154,849. This quarter, ELI reached 2 million conversations since the measuring of its volume in 2022. Most ELI contact happened within business hours, as opposed to outside of business hours, where 30,222 Web Chats (61.3%) and 146,144 Voice Calls (94.4%) were conducted. The Board of Nursing made up 35% of the total web chat volume this quarter. The MQA Contact Call Center was offered 59,608 calls and 52,385 (or 88%) were answered. The average talk time was 5 minutes, 11 seconds. Q2 • Quarterly Performance Report • FY 2024-25 9
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