Appendix P. Figure 2. Logical Flow of Contacts into Multi-channel Contact Center—HEALTH Model (Text Description)

This flow chart illustrates the technologies and processes that can be used to provide information to the public depending on the services levels (1 or 2) needed. The diagram has five columns: self service Web, self service interactive voice response, E-mail (level 1), chat (level 1), and voice (level 1/level 2). Each column lists possibilities for what information can be provided by that technology or process alone or in concert with others.

The self service Web column starts at the top with Website, continues to Event Statement then to Reference Manual where it stops or goes on to FAQs. From FAQs, it continues to More Information—Chat with Me, which flows across to the chat column to Chat Process and also continues down its column to More Information-E-mail Me, which flows across to the E-mail column, to E-mail Process. At the bottom of the column, Information Satisfies Client, Case/Contact Information i.e. Vaccine Adverse Events Report Surveillance flows across the bottom of the columns to End Transaction.

The self service IVT column starts at the top with a box containing 1-Latest Event Update, 2-Symptoms Exposure, 3-Provider Information, and 4-General Information. This flows to the Voice Column to Adverse Event Flow and also flows down to Event Statement. From there it flows to Reference Material and ends and also flows to FAQs and continues to "More Information—Fax Me, then to Access Fax Server. Between the latter two, it also flows to E-mail Process. Finally it flows to Information Satisfies Client then to End Transaction.

The E-mail column starts with Email Process and ends with Case/Contact Information and continues to End Transaction.

The chat column starts with Chat Process and continues to Case/Contact Information then to End Transaction.

Finally, the voice column starts with Adverse Event Flow, which goes to Case Contact Information, then to End Transaction. Under Adverse Event Flow in the voice column is General Information Flow, which continues to Case/Contact Information then to End Transaction.

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