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UnitedHealth Group
The Situation
UnitedHealth Group manages a high volume of sensitive customer interactions across regulated environments daily. Contact centre agents logged the outcome of every call (Do Not Contact, Permission to Contact, Resolution and Action Codes, and WRAP summaries) in LiveVox. These codes were not reaching EPMP, the organization's Evaluation Performance Management Platform responsible for agent coaching, workforce planning, and compliance enforcement.
Compliance teams could not apply codes systematically in real time. Supervisors evaluated agents without current call outcome data. Workforce planning ran on lagging reports. The gap was creating invisible degradation across multiple functions.
What We Did
One Primero engineered a lightweight middleware integration hosted entirely within UHG's Azure environment — console-based, SSO-authenticated, requiring no new user interface and no administrative intervention.
The integration operates through two complementary processes: a real-time job connecting to LiveVox's Event and Reporting API multiple times daily, classifying each post-call outcome and routing it to the correct EPMP endpoint; and a historical reconciliation job running daily to catch any records missed by the real-time process. Every relevant code type is mapped precisely into EPMP with no manual handling required.
What Followed
Post-call outcome codes now flow from LiveVox to EPMP automatically. Compliance is applied systematically. Supervisors evaluate agents on accurate, current call outcomes. Workforce planning runs on live data rather than lagging reports. The solution was handed over to UHG's internal IT team with full job logging and console-level tracking.
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