NDOL IVR Call Flow.pdf

The document is a call flow diagram for the Nebraska Department of Labor (NDOL) Interactive Voice Response (IVR) system, detailing the routing process for incoming calls. The diagram illustrates a multi-step navigation process where callers first choose between claimant and employer options, then select a language preference (English or Spanish), and finally are routed to specific departments such as fraud, appeals, or general inquiries. Each step includes a potential disconnection point, suggesting potential challenges in the call routing process.

The call flow diagram reveals a structured approach to managing unemployment-related communications, with distinct pathways for different caller types and needs. The color-coded branches indicate intentional design for handling various caller scenarios, including language preferences and specific service requirements. While the diagram does not provide explicit details about call volumes, staffing, or performance metrics, it represents a critical component of the broader NDOL call center support contract, which aims to efficiently manage approximately 71,000 annual calls with multilingual capabilities and diverse service routing options.