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Group Reports - Overview

Reports designed to examine your call group data

Updated over a week ago

What can Group Reports tell me?

Your staff are organised into Groups such as Reception or Prescriptions. The Groups are where your patients will queue in order to get through to your staff. Assessing how efficient your staff are at handling these calls and the experience your patients are getting is essential information

You will see the Group Report located in the left hand menu of the Report Portal


Group Summary Landing Page

When you select Group Overview you will see a landing page

The Landing Page will display data with the following parameters and filters in place:

  • Time Period - last 7 days

  • Time Increment - Half Hour

  • Group Filter - All Groups

  • Inbound Number - All Numbers

  • Days of the Week - All Days Selected

From here you can select a custom range and choose which Group(s), numbers, services, time parameters and weekdays and export the data as required

NOTE: Each time increment choice will have implications as to what Time Period can be selected;

By Half Hour - maximum 1 week of data,

By Hour - 1 month of data,

By Day - 1 year of data

Group Queue Activity

The Group Queue Activity section contains headline stats and graphical data

The x axis of the graph shows the time period and the y axis shows the count

This can be downloaded as a PDF or exported as a CSV file

Group Queue Duration

The Group Queue Duration section contains headline stats and graphical data

The x axis of the graph shows the time period and the y axis shows the duration

The graphical data shows the Longest Overall Queue Time and the Average Overall Queue Time

This can be downloaded as a PDF or exported as a CSV file

Patient Callback Analysis

The Patient Callback Analysis section contains headline stats and graphical data

The x axis of the graph shows the time period and the y axis shows the count

The graphical data shows Callbacks Offered, Callbacks Requested, Successful Callbacks

This can be downloaded as a PDF or exported as a CSV file

Tabular Data

The data can also be viewed in tabular form. The columns can be reordered, there is a search function and the data can be exported as a CSV file

Each column header has a hover describing the data contained in that column


Group Overview

  • Run over selected time period, 1 day upwards

  • Shows data for all groups on the service

  • Tabular data broken down by Group

  • Percentage pie chart


Group Overview Hourly

  • Run over selected time period, 1 day upwards

  • Single group or multiple groups can be selected

  • Tabular data broken down by hour

  • Graph showing comparison of answered and missed from queue


Patient Callback

  • Run over selected time period, 1 day upwards

  • Single group or multiple groups can be selected

  • Can view by day or hour


Queue Duration Analysis

  • Run over selected time period, 1 day upwards

  • Single group or multiple groups can be selected

  • Shows tabular data and bar graph data

For further information on Reports see our collection of guides here, or

access the Surgery Connect Academy Reports and Data Analysis course here

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