Direction:
Either an inbound or outbound call. This will show if the call came in from an inbound caller dialing a Patient Prism number or an outbound call made to a patient/lead.
Id:
Each call or form will have a unique ID that will allow you to access it easily.
DeepLens:
This is our AI Summary and Recommendation that is applied to certain calls.
It will explain what happened on the call as well as what we would recommend in the future if the call was not booked.
Priority:
This would be applied via the Trigger System. A user can create a custom "Priority" label in their company settings. Then, they could use the Trigger System to condition when the "Priority" label applies.
Appointment Priority:
This is a new data point that will show if the call was for a Routine or Emergency appointment.
Company:
The company to which the call record belongs.
Location:
The location to which the call record belongs.
Location Timezone:
The timezone associated with the location to which the call record belongs.
Agent:
The agent who took the call, If the system could determine this using either the Voice Fingerprint or name matching features.
Phone Number:
The tracking phone number that the caller dialed or was forwarded to. This would be a Patient Prism phone number.
Caller Name:
The name of the caller, if the system can determine it. This would usually only occur on a New Opportunity phone call.
Caller Phone Number:
The phone number that the caller used when dialing into the system. This would be their cell or work phone.
Dialed Phone Number:
The phone number that the patient dialed. This would be the number itself and not the name of the number in the Phone Number column.
Classification:
If Patient Prism classified the call, this would be the classification that as assigned.
Booking Status:
If the call was a new or existing opportunity, we will apply a booking status to indicate whether the patient booked or not. Not Connected calls will also have a Not Booked status if we determine they were a lead according to the voicemail they left.
Reason Not Booked:
If the caller tried to book an appointment but did not, this would be the reason that we believe they did not book.
Connection Status:
Either Connected or Not Connected. This would indicate if we think the caller spoke to a human or not (Answered Vs Not Answered).
Reason Not Connected:
If we determine the call was Not Connected, we will display the reason. This would be either the caller Hung Up or the caller Reached Voicemail.
Insurance Coverage:
If insurance is discussed, we will determine the type of coverage. The options are: Insured, Medicaid, Not Insured/Not Using Insurance Coverage.
Referring Source:
If the call/number has a referring source set, we will show it here.
Gender:
The gender of the caller, if we could determine it.
Language:
The dominant language that was spoken during the call.
Follow Up Recommended:
Each company should have a Follow Up Recommendation trigger that is designed to tell the system what types of calls should be recommended for a follow up (these follow up recommendations appear as RELOs). By default, all not booked calls are recommended for follow up, this includes New Opportunities that did not booked, Existing Opportunities that did not book and certain not connected calls where the caller left a voicemail where we believe they are a lead based on the message.
Follow Ups:
If the call or form has a follow up note or call within the interactions Follow Up section.
Time to Follow Up:
This is the time the call came in vs the time the follow up occurred.
If a call is analyzed at 1:00 pm and the follow up is submitted into the call at 1:10 pm that the Time to Follow Up will be 10 minutes.
Follow Up Conversion:
If the interaction was followed up with and converted from not booked to booked, the Follow Up Converstion would be Yes. If the follow up was not made or not needed it would have a "-" listed.
Follow Up Conversion Position:
If the conversation happened on the first attempt, the Follow Up Conversion Position would be 1.
If they leave 4 notes and then make a 5th note that sets the interaction to Booked the position here would be 5.
Opportunities:
The opportunity value is associated with a new opportunity call.
These values are found in the Location Settings and are applied based on what the caller is asking for.
Call Compliance:
This is the call basic compliance score that will show as a percentage for new opportunity calls based on how many call basics they met during the call.
Weighted:
Every call is weighted by default and the default view is to filter to see only weighted calls. A call can be manually unweighted or automatically unweighted based on conditions to have it be ignored by your default view.
First Time Caller:
If this was the first time the company received a call from a caller phone number, they would be a first time caller.
Duration:
The duration of the call.
Lead Time:
This is the time/date from when the call came in vs the time/date that the booked appointment was set. If I were to call in to your office on December 1st and book an appointment for December 3th, the Lead Time will equal 2 days. Booking an appointment for the same day will be reflected as Same Day.
Date:
The date and time that interaction was place.
Period:
This will either be During Business Hours or After Business Hours. The system will know the period based on the Business Schedule associated with the location.
Topics:
The Topics come from the Dictionary System, and the topics contain phrases, which are the keywords/phrases that the caller would say on the call.
Tags:
Tags can be applied to calls to allow the user to filter and see calls with the tags applied.
Lead Sentiment:
The sentiment of the caller, this can either be positive, negative, or neutral.
Agent Sentiment:
The sentiment of the agent/receptionist/call taker, this can either be positive, negative, or neutral.
Overall Sentiment:
The overall sentiment of the call, this can either be positive, negative, or neutral.
Keywords:
Google Click ID:
Facebook Click ID:
Microsoft Click ID:
UTM Campaign:
UTM Medium:
UTM Source:
UTM Term:
Ad Group ID:
First Visit URL:
Last Visit URL: