The Agent report is an excellent place to find all metrics about individual employee performance.
The Booking Summary graphic shows the New Patient Booked and Not Booked metrics by team members.
In the Agent Metrics report, you will see the name of each team member who has answered calls. If a call was answered by somebody whose name was not in our system, then it will be included in the Unlisted Users row.
New Opportunities Section
Here is a quick look at what each column title means.
Total: The total number of New Patient calls answered by that team member.
Booked: The number of New Patient calls booked on the initial phone call.
Not Booked: The number of New Patient calls not booked on the initial phone call.
Converted: The number of Not Booked New Patient calls successfully converted during a follow-up phone call. This column only shows the number of converted calls, not who made the calls.
Fol. Up. Converted: This column shows the number of successful follow-up call conversions made by that specific team member. This is based on the name of the person who entered the note in the Follow Up Report.
Avg. Score: This column shows the overall Call Basics score for each team member. If a New Patient call successfully ends in a booked appointment, then the team member gets a 100% for the Call Basics.
Existing Opportunities Section
Total: The total number of calls from current patients of record who are seeking to schedule a new appointment answered by that team member.
Booked: The number of calls from current patients booked on the initial phone call.
Not Booked: The number of calls from current patients not booked on the initial phone call.
Patient Prism does not email alerts for current patients who do not schedule appointments. However, those missed opportunities are included in the Follow Up Call Record Performance section.
Call Phase Performance
Patient Prism has analyzed more than ten million phone calls and identified a series of best practices, known as Call Basics.
If a new patient call ends in a booked appointment, the team member automatically receives a perfect score on the Call Basics.
Patient Prism identifies missed Call Basics if the new patient call does not end in a booked appointment. This provides a quick-look training tool to identify trends.
In the Call Phase Performance section of the Staff Report, Patient Prism shows the team’s overall performance on the Call Basics.
Call Basic Explorer
This section of the Staff Report gives a detailed breakdown of each team member’s performance in each of the Call Basics. In the left table, you can click the Staff Member’s name. In the right table, you can expand the number of Call Basics visible by changing the number in the “Show call basics per page” area.