For tracking office-level performance, the Performance Report is your go-to tool. The performance report is excellent for viewing trends across a single location or a group of locations. We recommend that admins or decision-makers check this report at least once a week.
To access the Performance Report in Patient Prism, navigate to Analyze and select Performance. You can also bookmark the Performance Report page for easy access in the future.
For more information on the Performance Report, see our article here.
Call Summary 📞
The Call Summary charts provides a high-level view of overall call activity. Use the toggle in the top right to switch between daily and hourly views.
This section helps you identify trends that may point to staffing gaps, missed calls, or spikes in new opportunities.
Daily Call Summary
A visual breakdown of:
Total number of calls per day
Number of new patient calls
Number of calls not connected to a receptionist or agent
Use this data to identify your busiest days and spot when call volume trends shift.
Hourly Call Summary
Tracks the same metrics — but broken down by hour.
This view can help identify periods of the day where additional staff coverage may be beneficial to ensure calls are consistently answered.
Pie Charts 📊
This section gives quick, visual summaries of key call metrics:
- Reason Not Booked: Displays why patients didn't schedule.
- Referring Source: The source of where calls originated (e.g. Google Ads, organic search, direct). 🔗 Click here to learn more
- Classifications: Labels the different classifications that our system automatically attributed to the phone calls (e.g. New Opportunity, Existing Opportunity).
- Reasons Not Connected: Why calls were not connected to a receptionist or a call center agent, with the most common reasons being hang-ups or reaching voicemail.
- Sentiment: General tone of the conversation (lead, agent, or overall).
Enterprise Insights 📈
Designed for businesses with multiple locations, the Enterprise Insights section offers a snapshot of performance by location — across a range of metrics.
⚠️ This is the #1 place we recommend checking to understand how your group of locations is performing daily or weekly.
Each tab filters results by different categories (e.g. Not Booked, Referring Source, Sentiment).
You can view the following and more:
- Total and booked calls
- Lead response time
- Call outcomes
- Revenue gained or lost