This report will display several key metrics that will help maximize your practice's potential.
To begin, access the report using the sidebar and going to Analyze --> Performance.
Then, select the desired location(s) and date range from the top drop-down menus.
––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Call Summary
The call summary chart can be switched between showing the daily or hourly data using the button on the top right.
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.
––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Pie Charts
- Reasons Not Booked: This section explains why people who called to request an appointment chose to end the call without scheduling.
- 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.
––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
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 viewing options for Performance, Not Booked, and Not Connected. You can also toggle the options on the top right of the table and export the data as a CSV spreadsheet.
––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Tracking Phone Numbers
This lists the phone numbers that Patient Prism is recording and analyzing. The column labeled Calls shows the total number of calls that were recorded and the Booked column shows how many patients are scheduled. This number includes both new patients and current patients that are scheduled.
––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
TOPIC EXPLORER
This is where you will see a detailed view of the different Phrases (keywords) that were assigned to your calls.
If you click the Topic, it will expand the report and show you the different phrases in the topic and details about each one:
These topics/phrases are based on the Dictionary being applied to your account.
You can also create a Custom Dictionary to apply custom words or phrases so they can be reported on in this same way.