Filters & Slicers: The "funnel" icon shows which filters are currently affecting that specific visual.

Focus Mode: The "square-in-square" icon expands to full screen for a closer look.

More Options: The three dots enable you to Export Data, Show as a Table and Get Insights

Digital Transformation Trends: The Consultations by Date by Method chart visualises the adoption of digital tools over time. By monitoring the "purple" and "pink" segments, you can measure the success of campaigns designed to move patients toward online consultation forms

User Engagement Levels: Identify your "digital champions" through the Top 10 Users by Activity Levels. This breakdown shows which staff members are successfully assigned to, saving, or processing consultations, providing a clear picture of individual workload and system adoption

Triage Outcome Tracking: Monitor the status of consultations to see how many are being successfully completed (Saved) versus those that may have been removed (Deleted). This is a vital quality and safety metric for ensuring no patient request is left unaddressed

Workflow Attribution: The Consultation For chart identifies the primary recipient of the consultation data. This helps the practice understand if the majority of digital traffic is being handled by a central hub or being distributed to individual clinicians

Triage Workflow Status: Monitor the lifecycle of all requests by tracking volumes for Triaged, Waiting, and Incomplete consultations. This allows you to see exactly where bottlenecks are occurring and prioritise unaddressed "Waiting" forms

Clinical Priority & Severity: Measure the urgency of your inbound workload through the Priority and Severity tables. By identifying high-priority or high-severity cases at a glance, you can ensure clinical resources are allocated to the most urgent patient needs first

Staff Accountability: Use the Assigned To column within the activity log to verify which staff member is handling each request. This provides a clear audit trail for clinical governance and helps balance the digital workload across the team

Status: Track the Read or Unread status for every consultation. This is a critical safety metric to ensure that no digital submission has been missed or unread by the team

Form Source & Category: Identify the most common entry points and request types, such as the Medical Request Form. Distinguishing between Web, Voice, and Phonebar submissions helps you understand how patients are interacting with your triage system

Individual Workload Distribution: The Total Activities by User chart identifies which staff members are processing the highest volume of consultations. This is essential for balancing the "digital workload" and ensuring that triage responsibilities are shared appropriately across the team

Consultation Handling Methods: Monitor which methods individual users prefer whether Voice, Web, or Phonebar

Outcome Accountability: Track individual performance through the User Activities by Type table. By monitoring Assigned to, Saved, and Deleted counts, management can ensure that requests are being followed through to completion and that "deleted" forms are audited for clinical safety

System Adoption Trends: Identify your "digital champions" by seeing who is most active with the Phonebar and Web consultation tools. This helps you identify staff who may be able to support or train others on the new digital workflows

Automation Success Rate: Monitor the Agent Success and Complete vs. Not Complete metrics. A high success rate indicates that the voice script is intuitive and that patients are successfully navigating the automated triage without needing manual intervention

Patient Journey Outcomes: The Online Consultation Outcomes chart visualises the flow of patient interactions. It highlights the proportion of patients who reached a Completed status versus those who Hung Up or were Not Completed, pinpointing where the journey may need refinement

Usage Trends Over Time: The Voice Agent Online Consultations and Success Rate by Date chart identifies spikes in automated activity. This helps you understand if patients are increasingly turning to the voice agent during peak periods to bypass traditional queues

Detailed Interaction Audit: Review the Voice Agent Online Consultation Activity log for a row-by-row breakdown of every interaction. Tracking the Output and Block Type allows for a granular audit of specific calls to see exactly which stage of the script a patient reached

Script Performance: Use the Script Name and Block Type data to evaluate the effectiveness of different automated workflows. If certain scripts show a high "Hung Up" rate, it may suggest that the questions are too complex or the prompts are too long for a voice-based interaction

Conversion Funnel Performance: The Form Activity funnel visualises the entire patient journey. It tracks how many patients Accessed a form versus how many achieved a Successful Submit. Identifying where the largest "drop-off" occurs helps you pinpoint technical or usability barriers

Patient Identification Success: Monitor the Successful Patient ID rate. This confirms how many patients were correctly matched with their clinical record during the form process. A high "Patient Not Found" rate in the Patient ID Success chart may indicate that patients need clearer instructions on entering their details

Form Completion Rate: Track the overall Web Form Success %. A low rate suggests that while many patients start a form, only half complete it. This is a key metric for evaluating if your forms are too long or complex for the average user

Daily Engagement Patterns: The Form Activities and Success Rate by Date chart identifies which days see the highest volume of digital submissions. Spikes in activity often correlate with your busiest phone days, demonstrating how web forms help manage the overall practice workload

Audit of Form Actions: Review the Form Online Consultation Activity log for a step-by-step audit of patient interactions. This tracks specific actions like "Confirmed Valid" or "Completed," providing evidence of exactly how patients are navigating the digital triage process

Clinical Triage Progress: Track the Status of consultation updates. By viewing the number of requests marked as Triaged, Closed, or Waiting, you can monitor your triage hub and identify any backlogs before they impact patient care

Urgency and Risk Management: Review the Severity and Priority of actions taken. Seeing a high volume of "High" priority or "Medium" severity updates allows for an audit of clinical decision-making and ensures that the most critical tasks are being prioritised by your team

Action Types and Outcomes: The Event Type chart breaks down exactly what actions are being performed. Whether it is a simple Update Action, a Medical Code Add, or a Save To Record, this data allows the practice to see which clinical tasks are consuming the most time

Individual Performance & Engagement: Identify your most active triage staff through the Event Users chart. This highlights which clinicians or administrators are handling the bulk of the digital workload, providing valuable data for performance reviews and resource planning

Automated Identification Success: Monitor the Assign Patient Success to see how often the system correctly matches a patient. A high success rate indicates that patients are providing the correct data (like Date of Birth or NHS Number) to trigger an automated link to your clinical system

Patient Journey Drop-offs: The Assign Patient Outcomes chart visualises where the process fails. Distinguishing between Not Identified (incorrect data provided) and Hung Up (patient lost patience during the process) helps you determine if the automated prompts need to be simplified

Data Matching Efficiency: Track the volume of Patient Identified versus Patient Not Identified. Consistent "Not Identified" outcomes for certain periods may suggest that your clinical database needs a contact information update or that patients are calling from unrecognised numbers

Peak Identification Demand: Use the Assign Patient by Date chart to identify the busiest days for automated matching. These spikes often occur alongside high-volume clinics or Monday morning surges, proving the value of automation in handling administrative heavy lifting

Granular Process Audit: The Assign Patient Activity log provides a row-by-row account of every attempt. Reviewing the Output for specific timestamps allows you to troubleshoot technical issues or audit the patient experience for specific high-priority cases

Administrative Audit Trail: Monitor the Config Page Accessed and SDC Action logs to see exactly when and how often your consultation settings are being reviewed. This is essential for ensuring that only authorised staff are making changes to your digital triage workflows

System Availability Management: Track the Form Status Toggled metric. This shows when forms were switched on or off, providing evidence for why a service may have been unavailable to patients during specific periods (e.g., during a scheduled staff meeting or bank holiday)

Data Governance Compliance: Monitor changes to the Retention Period. This is a critical security metric that ensures your practice is adhering to GDPR and local clinical data storage policies by documenting exactly when and how your data retention settings were updated

Configuration Activity Trends: The Service Delivery Console Actions by Date chart highlights periods of high administrative activity. Frequent changes may suggest that your practice is actively fine-tuning its triage process to respond to fluctuating patient demand

Verification of Saved Changes: Confirm that updates were successfully finalised by tracking Form Saved and Form Save Button Clicked. This provides a reliable check that administrative intentions were correctly committed to the system