The collection of this data is dictated by NHSE. For more information, see NHS England's support information for Cloud Based Telephony in General Practice here
Why does our data get shared with NHSE? When and how did we consent to sharing data?
X-on Health have only shared data for practices that have consented via the Calculating Quality Reporting Service (CQRS). Practices can withdraw consent at any time using the CQRS to prevent future data sharing
NHSE provides a monthly list of consented practices for all telephony suppliers to refer to and produce the data.
For more information on changing consent, please click here
What data is shared?
Details on the CBT data collection specification are held at:
Why has data been shared with our ICB?
X-on Health have not shared CBT data with ICBs, but we understand that NHSE have
Why is my practice not included in the published data?
We provide data at a customer account level. Where more than one practice is on the same customer account, NHSE do not include the practices on their practice level breakdowns but do in national totals. NHSE refer to them as “unmapped” or “unassigned” in total numbers
Providing the data per account is acceptable to NHSE and the practice has met its obligations to NHSE
Why does my practice have a low answered call rate?
The CBT statistics look at all inbound calls on all numbers, whereas other reports are run with restrictions, e.g. queued calls or specific numbers
Calls where a callback is booked are categorised as call back requested, not answered. Both answered and callback requested count as “handled”
Why does my practice have more missed calls than reported on other reports?
The CBT statistics count both missed calls and calls that went to voicemail as missed, whereas most X-on reports treat voicemail separately
What has been published, and where?
Data has been published at:
A good overview of this data is provided in the summary spreadsheet
How can I recreate the statistics you have sent for my practice?
A supervisor can export call data from the User Console to recreate the statistics. Please note: this User will need to have access to all display groups for the service to do this
Select “View archived calls” and the date range for the month.
Export the data to a spreadsheet and apply filters as below:
CBT001 Inbound Calls
Direction = INBOUND; Caller Name = Blank
CBT002 Abandoned Calls
Direction = INBOUND; Caller Name = Blank; Outcome = Abandoned
CBT003 Answered Calls
Direction = INBOUND; Caller Name = Blank; Outcome = Answered
CBT004 Missed Calls
Direction = INBOUND; Caller Name = Blank; Outcome = Missed or Voicemail
CBT005 Call Back Requested
Direction = INBOUND; Caller Name = Blank; Outcome = Blank