What does this mean?
Below are brief descriptions of the main terms we use in the Reports Portal.
General Terms
Inbound call | An inbound call is a call made into the surgery |
Outbound call | An outbound call is a call made from the Surgery’s service and does not include internal calls made |
Queued call | Queued calls are those that joined a Group queue and started the queueing process to speak to one of your staff members |
Missed call | Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group
A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue |
Abandoned call | Abandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users
Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice |
Average call duration | This is the average length of calls including all of the call flow, queueing, talk or hold time that may have occurred |
Total call duration | This is the actual length of a call including all of the call flow, queueing, talk or hold time that may have occurred |
Maximum call concurrency | This is how many individual calls are happening at the same time |
Group/queue terms
Queued for group | The total number of calls that queued for that group |
Answered from queue | The number of calls in the queue that were answered |
% answered from queue | The percentage of calls answered from the queue |
Missed from queue | This is the total number of calls that joined the queue but did not get answered |
% missed from queue | The percentage of calls missed from the queue |
Missed from queue under 10 seconds | These are the calls that joined the queue but the caller hung up before 10 seconds of queueing had occurred. These may not want to be considered when assessing call answering efficiency as there was little chance of your staff answering these calls due to the caller hanging up so quickly |
Queue duration | The length of time the caller spent in the queue |
Patient Callback terms
Calls when patient callback active | This is the total number of inbound calls whilst patient callback was offered |
Calls handled by patient callback | This is the number of calls that chose the patient callback option |
Callbacks made | This is the number of callback calls made |
Callbacks accepted | This is the number of callback calls that were answered and accepted by the patients |
Callbacks rejected | This is the number of callback calls that were unanswered or cancelled by the patients |
Queue timeout | This is where a maximum queue time has been set on the service and the time in that queue is reached |
Caller rang back in | This is where a caller has selected a callback but calls in again |
Caller rang back in - rejoined queue | This is where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery |
Caller rang back in - hung up | This is where a caller has called in again and hung up |
Caller rang back in - cancelled | This is where a caller has a callback booked but has rung in and cancelled that callback when given the option |
Time in virtual queue | This is the amount of time the callers would have spent in the queue if they had not selected a callback |