For office performance, the Performance Report will be best for this:
Performance Report - Article
The Performance Report is excellent for seeing data for an individual location's performance and a group of locations. An Admin/decision maker should look at this report at least weekly.
Call Summary
The call summary chart can be switched to show daily or hourly data using the button at the top right.
This can identify trends of calls needing to be answered to see where additional support is needed.
Daily Call Summary
A visual representation of the overall number of calls recorded, the number of new patient calls, and the number of calls not connected to a receptionist or call center agent, broken down by day of the week.
This can be used to identify trends of busy or slow days.
Hourly Call Summary
A visual representation of the overall number of calls recorded, the number of new patient calls, and the number of calls not connected to a receptionist or call center agent, broken down by hour of the day.
This can be helpful to find trends to see if you may need someone else answering the phones during peak hours of not connected calls.
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Pie Charts
- Reasons Not Booked: This section explains why people who called to request an appointment chose to end the call without scheduling.
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Referring Source: Will show sources were attributed to calls:
Click here to learn more. - Classifications: A visual representation of the different classifications that our system automatically attributed to the phone calls.
- Reasons Not Connected: Why calls were not connected to a receptionist or a call center agent. The most common reasons were the caller hung up or reached voicemail.
- Sentiment: This will show you the general tone/attitude of either the lead, agent or overall audio conversation.
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Enterprise Insights
Designed for groups with multiple locations, the Enterprise Insights section gives a quick snapshot of how each location is doing based on a series of metrics.
There are different tabs to click that will show data based on their category.
This is the number one place we recommend users go to see how their group of locations is doing daily or weekly.