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Introduction
The User Report provides a granular look at how individual staff members interact with your surgery's phone system. It allows management to track productivity, identify training needs, and ensure that staffing levels are sufficient to meet patient demand
What does this Report Show?
User Calls Overview
Answered vs Made
Average Call Length
User State Timeline
User Status Overview
Staff Workload Contribution
What are you looking for?
What are you looking for?
User Calls Overview
This tab provides a comprehensive table of call statistics for every user account in the surgery. It includes a detailed breakdown of both inbound and outbound activity, including percentage-based success rates
What you can Measure
Individual Workload Distribution: Compare the Inbound Count and Outbound Count for every staff member. This helps identify which users are the primary drivers of call handling
Outbound Proactivity: Monitor how many outbound calls are being made and their success rate (Outbound % Answered). This is vital for tracking clinical follow-ups, results notifications, and administrative tasks, ensuring that your surgery is successfully reaching patients
Response Efficiency by User: Analyse the Inbound % Answered for specific team members, this metric helps identify if certain users require additional support or training
Cumulative Time Commitment: The Total Inbound/Outbound Talk Duration columns quantify exactly how many hours of the day each staff member spends actively engaged in conversation
User Status Overview
This report focuses on time management and system presence. It tracks the total time spent in various states, such as "Available," "Logged Out," or "Do Not Disturb"
What you can Measure
Active Availability: Monitor the total Available Status time for each user. This helps you verify that staff members are ready and waiting to receive calls during their scheduled shifts, ensuring maximum coverage for the practice
Capacity Bottlenecks: Review the Do Not Disturb Status and Outbound Calls Status columns to identify why a user may be unavailable for the inbound queue. Tracking these "offline" states is essential for understanding if staff are spending significant time on administrative follow-ups or other non-queue tasks
Login Compliance: The Logged Out Status column reveals the total time a user was completely disconnected from the system. Comparing this against shift patterns helps management ensure that staff are logging in and out on time
System Engagement: Track Direct Calls Only Status to identify users who are bypassing the general queue to handle specific, direct patient or internal interactions
Rota Accountability: By using the Weekday filter, you can audit performance on specific high-pressure days (like Mondays). This allows you to confirm that the team is maintaining high "Available" times during your most critical service windows
User State Timeline
This report provides a visual timeline of staff activity, tracking login times, availability, and interruptions to help optimise shift coverage and patient access
What you can Measure
Shift Punctuality and Coverage: The Logged Out (Grey) bars show when staff members are starting and finishing their shifts. This allows you to verify that the team is logged in and ready for the critical 08:00 AM rush
Real-Time Availability Peaks: Monitor the Available (Green) periods across the whole team to identify "bottleneck" times. If several staff members show as unavailable at the same time, it may explain sudden spikes in patient wait times
Do Not Disturb: Identify when staff are using the Do Not Disturb (Red) status. Tracking these mid-shift interruptions helps in understanding if staff are being pulled away for administrative tasks or if specific training is needed to manage call flow more consistently
Outbound Task Intensity: The Outbound Calls (Blue) markers show when staff are actively reaching out to patients. Comparing this against the inbound queue load helps ensure that proactive tasks aren't negatively impacting the "live" patient access
Resource Overlap: Visualise how many staff members are simultaneously available for the queue. This is the most effective way to ensure that Lunchtime or afternoon shift changeovers don't leave the practice under-resourced