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Introduction
The Inbound Call Report dashboard provides you with end-to-end visibility into incoming patient call traffic. By monitoring answer rates, wait times, menu preferences, and peak houses, you can optimise staff scheduling and streamline patient access
What does this report show?
Total daily calls
Peak concurrent calls
Hourly performance stats
Answered vs. missed
Wait time thresholds
Menu selection volumes
Call duration analysis
Daily Inbound Call Stats
Identify total inbound calls, abandoned percentages, and the Max Concurrent Calls (the highest number of callers on the line at once). Filter by Date and Telephone Number
What you can Measure
Service-Level Performance: Compare different entry points, such as your Main Call-Flow versus an Emergency Bypass, to ensure that critical lines maintain a 100% answer rate while monitoring the load on general reception
Caller Journey Outcomes: Track exactly where calls end, whether they are Answered, Abandoned before Queuing, Missed, or sent to Voicemail. This identifies if patients are dropping off due to long wait times or being diverted to automated services
Max Concurrent Calls: Monitor the peak number of calls happening at any one second. This metric is essential for workforce planning, helping you determine if your current staffing levels are sufficient to manage patient volume during peak intervals
Resource Allocation: By measuring Average Inbound Call Duration and Total Talk Time, you can calculate the total staff required to answer the phones, assisting in more accurate staffing and budget planning
Requested Callback: Identify how many callers are requesting callbacks and how many of these were successful
Daily Inbound Call Performance
Measure daily performance against a specific wait-time threshold. Filter by Date, Telephone number & Threshold Minutes
What you can Measure
Custom Service Level Targets: By adjusting the Threshold Minutes, you can measure exactly what percentage of patients are being answered within your practice's specific goal (e.g., 2, 5, or 10 minutes)
Response Rate Efficiency: The report calculates a Success Rate (%) for calls answered within your threshold. This helps you track consistency in call handling across the week and identify high-performance days
Missed Call Impact: Distinguish between patients who hung up quickly (Missed Within Threshold) and those who waited a significant amount of time before disconnecting. This helps pinpoint when the queue length becomes a deterrent to patients
Queue Extremes: The Over Threshold columns highlight the instances where patients were kept waiting longer than your target, allowing you to investigate the cause of these specific service bottlenecks
Inbound Calls that Queued: Tracks the total daily volume of patient calls that entered your waiting queue. This helps you monitor overall demand and easily spot high-traffic trends across the week
Hourly Inbound Call Stats
The Hourly Inbound Call Stats report condenses your incoming phone traffic into 60-minute windows, showing exactly when call volume spikes and how many simultaneous calls are active so you can align staff scheduling with real patient demand. Filter by date, telephone number and threshold minutes
What you can Measure
Peak Morning and Afternoon Surges: Visual bar charts (Total Calls Received by Hour) showing exactly what time of day the surgery experiences its heaviest call influxes
Hourly Team Capacity & Outcomes: Metrics mapping answered, missed, abandoned at IVR, and voicemails to see if specific hours are understaffed
Callback Tracking: Monitors the number of requested callbacks alongside how many were successfully returned or missed
Call Durations: Tracks the average inbound call duration and total inbound call duration (overall active talk time) logged by your team
Hourly Call Concurrency: Visual bar chart (Max Concurrent Calls Received by Hour) showing the highest number of simultaneous inbound calls active at any given point within an hour
Hourly Inbound Call Performance
The Hourly Inbound Call Performance report breaks your day down into 60-minute windows to show exactly when your practice is meeting or missing its call-answering time targets, helping you pinpoint specific hours where staffing needs to be adjusted. Filter by date, telephone number and threshold minutes
What you can Measure
% Answered Within Threshold: Monitor the percentage of calls answered before your target time (e.g., 10 minutes) lapses each hour. This helps pinpoint exactly when your response times drop significantly due to high demand or reduced staffing
% Missed Over Threshold: Identify critical windows where patients remained in the queue past your target threshold time but ultimately disconnected before being answered. This metric highlights bottlenecks where patients are ending the call due to excessive wait times
Hourly Traffic Distribution (Inbound Calls that Queued): Review the total volume of calls entering your queue hour-by-hour to easily map out your absolute peak operational rush windows versus your evening drop-offs.
Menu Selection
Analyse how patients navigate your automated phone options. It shows a breakdown of which menu buttons (e.g., Appointments, Prescriptions, Results) are being pressed most frequently, categorised by hour and date. Filter by Date, Telephone Number and Menu Name
What you can Measure
Patient Intent Distribution: Track the volume and percentage of calls directed to specific departments. This identifies the primary reasons patients are calling, such as Appointments or Prescription Enquiries, allowing you to align staffing with patient needs
Self-Service Adoption: Measure the success of automated features by tracking engagement with options like Omni-Consult, Check and Cancel or Surgery Assist. High adoption in these areas demonstrates effective "total triage" and reduces the burden on your reception team
Peak Demand by Intent: The Choice Selected Volume by Hour chart reveals when specific types of requests peak. For example, if "Test Results" selections spike at 10:00 AM, you can ensure the appropriate staff are available to handle those specific queries
Navigation Trends: Monitor the % of Total Selections to see how patient behaviour changes over time. This is essential for evaluating if recent changes to your phone menu are being utilised effectively
Call Flow Bottlenecks: Identify "Drop-off" or "Failure" points within the menu structure. If a high number of patients are hanging up during a specific sub-menu, it may indicate that the recorded instructions are too long or confusing
Inbound Talk Duration Analysis
This report is focused on the length of patient interactions, it categorises calls into time bands to show the average length of conversation. Filter by Date and Telephone Number
What you can Measure
Interaction Complexity: Categorise calls into one-minute increments to see the distribution of workload. This helps identify whether your staff are handling quick administrative tasks or more complex, time-consuming clinical queries
Operational Efficiency: Track the % of Total Calls that fall within the shorter bands (e.g., 1–2 minutes). A high percentage here indicates that the team is successfully resolving the majority of patient needs with speed and precision
Resource Allocation: By identifying the most common length of conversation, you can more accurately forecast how many staff members are needed to handle a specific volume of calls during peak hours
Long-Call Outliers: Monitor the 10 Minutes or More band to identify rare, extended interactions. Reviewing these outliers can help determine if certain call types require specialised handling or if there are training opportunities for streamlining conversations
Talk Time Trends: Use the Talk Duration by Time Band chart to visualise the "bell curve" of your practice's phone activity. This visual aid is essential for reporting on team performance and setting realistic expectations for call turnaround times