To evaluate individual team member performance, use the Agent Report. This report provides insights into each agent's call activity, booking success, follow-up effectiveness, and adherence to call handling best practices.
To access the Agent Report in Patient Prism, navigate to Analyze and select Agents. You can also bookmark the Agent Report page for easy access in the future.
For more information on the Agent Report, see our article here.
Agent Metrics 📊
This section shows the name of each team member who has answered calls. Any call not assigned to a user will be listed under Unlisted Users.
New Opportunities Section 🆕
Here’s what each column means:
Total: Total number of new patient calls answered by that team member
Booked: Calls booked on the initial phone call
Not Booked: Calls that were not booked on the initial call
Converted: Not Booked calls that were successfully booked during follow-up (note: this does not indicate who made the follow-up call)
Fol. Up. Converted: Number of successful follow-up call conversions entered by that specific team member in the Follow Up Report
Existing Opportunities Section 🔁
Tracks calls from current patients who are looking to schedule new appointments.
Total: Total number of calls from current patients answered by that team member
Booked: Current patient calls booked on the initial call
Not Booked: Current patient calls not booked
🔔 Patient Prism does not send alerts for missed bookings from existing patients, but those calls are included in the Follow Up Call Record Performance section.
Additional Agent Metrics 🧠
Avg. Call Compliance: The agent’s average score for Call Basics (based on quality standards)
Avg. Duration: Average length of both new and existing opportunity calls
🎖 Clicking the blue icon next to an agent’s name opens their earned achievements:
Call Phase Performance 📈
Patient Prism has analyzed over 10 million phone calls to identify core best practices — referred to as Call Basics.
The Call Phase Performance section gives you a team-wide view of how agents are doing across these call benchmarks, helping pinpoint training opportunities.
Call Basic Explorer 🕵️♂️
This tool gives a detailed view of each agent’s performance across specific Call Basics:
Use the left table to click on an agent’s name
Use the right table to expand and explore individual Call Basics
Adjust the “Show call basics per page” dropdown to see more entries