Abandoned calls can be seen as a positive outcome when patients have been presented with an alternative choice and have opted not to proceed with the call
Service Summary
Calls Received | Total number of inbound calls from external numbers |
Calls Answered | Total number of inbound calls that were answered by a member of staff |
Abandoned at IVR | Total number of inbound calls that ended before reaching staff or joining a queue. This includes positive outcomes where callers hang up after being provided with information or an alternative service, such as a voice agent consultation form |
Missed Calls | Total number of inbound calls that were offered to a member of staff or joined a queue but ended before being answered |
Voicemail Calls | Total number of inbound calls that were directed to a voicemail box |
Callbacks Requested | Total number of inbound calls that ended when callers were offered and accepted a callback booking |
Inbound Calls that Queued | Total number of calls that joined a queue, including the virtual callback queue |
Answered From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, that were answered by a member of staff |
Missed From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, where the callers hung up before being answered |
Average Answered Time | The average amount of time taken to answer calls that joined a queue |
Outbound Calls Attempted | Total number of outbound calls made to external numbers |
Outbound Calls Connected | Total number of outbound calls made that connected to the recipient numbers |
Inbound Call Reports
Daily and Hourly Inbound Call Stats
Calls Received | Total number of inbound calls from external numbers |
Calls Answered | Total number of inbound calls that were answered by a member of staff |
Missed Calls | Total number of inbound calls that were offered to a member of staff or joined a queue but ended before being answered |
Abandoned at IVR | Total number of inbound calls that ended before reaching staff or joining a queue. This includes positive outcomes where callers hang up after being provided with information or an alternative service, such as a voice agent consultation form |
Voicemail Calls | Total number of inbound calls that were directed to a voicemail box |
Callbacks Requested | Total number of inbound calls that ended when callers were offered and accepted a callback booking |
Callbacks Successful | Total number of outbound calls made, to callers that requested an automated callback, where the call was answered |
Callbacks Missed | Total number of outbound calls made, to callers that requested an automated callback, where the call was not answered |
% Calls Answered | The percentage of inbound calls received that were answered by a member of staff |
% Missed Calls | The percentage of inbound calls received that were offered to a member of staff or joined a queue but ended before being answered |
% Abandoned at IVR | The percentage of inbound calls received that ended before reaching staff or joining a queue |
% Voicemail Calls | The percentage of inbound calls received that were directed to a voicemail box |
Callbacks Requested % | The percentage of inbound calls received that ended when the caller was offered and accepted a callback request |
Inbound Call Duration | The total duration of inbound calls, including time spent in the menus, queueing and talking |
Max Concurrent Calls | The maximum number of inbound calls in progress at the same time |
Daily and Hourly Inbound Queue Performance
Answered Within Threshold | Total number of inbound calls that queued where the ring duration and queue duration were below the selected threshold and where the calls were answered |
% Answered Within Threshold | The percentage of inbound calls that queued where the ring duration and queue duration were below the selected threshold and where the calls were answered |
Missed Within Threshold | Total number of inbound calls that queued where the ring duration and queue duration were below the selected threshold and where the calls were not answered |
% Missed Within Threshold | The percentage of inbound calls that queued where the ring duration and queue duration were below the selected threshold and where the calls were not answered |
Answered Over Threshold | Total number of inbound calls that queued where the ring duration and queue duration were above the selected threshold and where the calls were answered |
% Answered Over Threshold | The percentage of inbound calls that queued where the ring duration and queue duration were above the selected threshold and where the calls were answered |
Missed Over Threshold | Total number of inbound calls that queued where the ring duration and queue duration were above the selected threshold and where the calls were not answered |
% Missed Over Threshold | The percentage of inbound calls that queued where the ring duration and queue duration were above the selected threshold and where the calls were not answered |
Outbound Queued Calls | Total number of calls that joined the virtual callback queue |
Abandoned Queued Calls | Total number of calls that joined the queue and were subsequently abandoned the call during the IVR stage |
Inbound Calls That Queued | Total number of calls that joined a queue, including the virtual callback queue |
Menu Selection
Choice Selected Volume | Total number of times each menu choice was selected |
Inbound Talk Duration Analysis
Volume of Calls | Total number of inbound calls by talk duration group |
Outbound Call Reports
Daily and Hourly Outbound Call Statistics and Call Performance
Outbound Calls Attempted | Total number of outbound calls made to external numbers |
Outbound Calls Connected | Total number of outbound calls made that connected to the recipient numbers |
Outbound Calls Not Connected | Total number of outbound calls that were attempted but not answered (e.g., busy line, no answer, or rejected) |
% Outbound Calls Connected | The percentage of outbound call attempts that were successfully connected |
% Outbound Calls Not Connected | The percentage of outbound calls that were attempted but not answered |
Max Concurrent Outbound Calls | The highest number of outbound calls happening at the same time |
Outbound Talk Duration Analysis
Talk Duration by Time Band | Banding based on total call length |
Group Reports
Queue Activity
Inbound Calls That Queued | Total number of calls that joined a queue, including the virtual callback queue |
% of Calls That Queued | The percentage of inbound calls that joined a queue |
Answered From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, that were answered by a member of staff |
% of Answered From Queue | The percentage of queued calls that were answered by a member of staff |
Missed From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, where the callers hung up before being answered |
% of Missed From Queue | The percentage of queued calls that were not answered by a member of staff |
Queue Duration and Callbacks
Longest Queue Duration Answered | The longest wait time experienced by a caller whose call was answered |
Average Queue Duration Answered | The average time spent waiting in queue for calls that were answered |
Longest Queue Duration Missed | The longest wait time experienced by a caller before they hung up without an answer |
Average Queue Duration Missed | The average time spent waiting in queue before a caller hung up or missed |
Average Overall Queue Time | The combined average wait time for all callers in queue (both answered and missed) |
Callbacks Offered | Total number of calls where a caller waiting in queue was offered the callback option |
Callbacks Requested | Total number of calls where a caller accepted the option to receive a callback |
Callbacks Successful | Total number of callback calls that were returned and successfully connected to the caller |
Total Virtual Queue Duration | Total queue time replaced by offering callbacks |
Average Virtual Queue Duration | The average queue time replaced by offering callbacks |
Daily and Hourly Summary Table
Inbound Calls That Queued | Total number of calls that joined a queue, including the virtual callback queue |
Answered From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, that were answered by a member of staff |
% of Answered From Queue | The percentage of queued calls that were answered by a member of staff |
Missed From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, where the callers hung up before being answered |
% of Missed From Queue | The percentage of queued calls that were not answered by a member of staff |
Missed From Queue (Queued < 10 Secs) | Total number of calls that joined the queue where the caller hung up within 10 seconds |
Longest Queue Duration Answered | The longest wait time experienced by a caller whose call was answered |
Longest Queue Duration Missed | The longest wait time experienced by a caller before they hung up without an answer |
Average Queue Duration Answered | The average time spent waiting in queue for calls that were answered |
Average Queue Duration Missed | The average time spent waiting in queue before a caller hung up or missed |
Patient Callback
Callbacks Offered | Total number of calls where a caller waiting in queue was offered the callback option |
Callbacks Requested | Total number of calls where a caller accepted the option to receive a callback |
Callbacks Made | Total number of outbound callback calls dialed out by the system or staff |
Callbacks Successful | Total number of callback calls that were returned and successfully connected to the caller |
Callbacks Attempts Exceeded | Total number of callback calls where retry attempts exceeded the maximum system limits without connecting |
Queue Timeout | Total number of callback calls where the queue timeout limit was reached without connecting |
Callback Reset | Total number of callback calls where the call was not made as the queue was closed and cleared at the end of the working day |
Caller Rejoined | Total number of callback calls where the caller called back in and rejoined the queue before receiving the callback |
Caller Hungup | Total number of callback calls where the caller called back in while waiting for a callback and hung up |
Caller Cancelled | Total number of callback calls where the caller opted to cancel the callback call when given the option |
Total Virtual Queue Duration | Total queue time replaced by offering callbacks |
Average Virtual Queue Duration | The average queue time replaced by offering callbacks |
Total Real Queue Duration | Actual total time callers waited on hold before requesting a callback or connecting |
Average Real Queue Duration | The average actual time callers spent waiting on hold prior to selecting a callback |
Queued Call Talk Duration
Average Overall Talk Duration | The average time staff spent speaking to callers after connecting from the queue |
Longest Overall Talk Duration | The single longest talk time recorded for a connected queue call |
Answered From Queue | Total number of inbound calls that joined a queue, including the virtual callback queue, that were answered by a member of staff |
Total Overall Talk Duration | The total time staff spent speaking to callers after connecting from the queue |
User Reports
User Calls Overview
Inbound Targeted Calls | Total number of inbound calls that targeted a specific user |
Inbound Answered Calls | Total number of inbound calls that targeted a specific user and were answered |
% Inbound Answered Calls | The percentage of inbound calls that targeted a specific user and were answered |
Inbound Missed Calls | Total number of inbound calls that targeted a specific user and were missed |
% Inbound Missed Calls | The percentage of inbound calls that targeted a specific user and were missed |
Outbound Calls Attempted | Total number of outbound calls made by a specific user |
Outbound Calls Connected | Total number of outbound calls made by a specific user that connected |
% Outbound Calls Connected | The percentage of outbound calls made by a specific user that connected |
Inbound Talk Duration | Total talk duration for inbound calls that were answered |
Outbound Talk Duration | Total talk duration for outbound calls that were connected |
User Status Overview
Time on Inbound Calls | Total duration a user spent on inbound calls |
Time on Outbound Calls | Total duration a user spent on outbound calls |
Available Status | Total duration a user had a status of "AVAILABLE" |
Do Not Disturb Status | Total duration a user had a status of "DND" |
Outbound Calls Status | Total duration a user had a status of "OUTBOUND_CALLS" |
Direct Calls Only Status | Total duration a user had a status of "DIRECT_CALLS_ONLY" |
Other Status | Total duration a user had a status not listed in other columns |
Logged Out Status | Total duration a user had a status of "LOGGED_OUT" |
SMS Report
SMS Source | The source area in the telephony system the SMS message relates to |
Total Message Segments | Total number of SMS segments sent. One SMS can comprise more than one segment where the message length is > 160 characters |
Sent Time | The date and time individual SMS messages were sent |
User / Group | The user or queue group that the SMS message was sent from |
Source Account ID | The account ID of the user or queue group that the SMS message was sent from |
To Number | The number the SMS message was sent to |
Message | The SMS message |
Status | The delivery status of the SMS message |
SMS Source | The source area in the telephony system the SMS message relates to |
Feature Reports
Check and Cancel
Callers Entering Block | Total number of calls that entered the patient identification block |
Unique Callers | Total number of distinct caller telephone numbers that entered the patient identification block |
Exited Through "Identified" | Total number of calls where the caller was successfully identified |
Exited Through "Not Identified" | Total number of calls where the caller could not be identified |
Hung Up Before Output | Total number of calls where the caller hung up before receiving an identification result |
Callers Entering Block | Total number of calls that entered the check and cancel block |
Unique Callers | Total number of distinct caller telephone numbers that entered the check and cancel block |
Exited Through "Success" | Total number of calls that successfully checked or cancelled an appointment |
Exited Through "No Appointments" | Total number of calls where the caller was identified but had no upcoming appointments |
Exited Through "Fail" | Total number of calls where the check and cancel process failed |
Hung Up Before Output | Total number of calls where the caller hung up before receiving a check and cancel result |
No CLI | Total number of calls received without a visible telephone number |
No Patients Found | Total number of calls where no patient record matched the incoming telephone number |
No Unique Patients Found | Total number of calls where no unique patient record matched the incoming telephone number |
Invalid DOB Entry | Total number of calls where an invalid Date of Birth format was entered by the caller |
Failed DOB Entry | Total number of calls where the entered Date of Birth did not match the clinical system record |
Integration Timeout | Total number of calls where the request to the clinical database timed out |
Invalid API Credentials | Total number of calls that failed due to invalid clinical system API authentication |
Zero Appointments Found | Total number of verified patient checks that returned no active appointments |
Appointments Checked | Total number of upcoming appointments queried by callers |
Appointment Check SMS | Total number of SMS confirmation messages sent following an appointment check |
Appointments Cancelled | Total number of appointments successfully cancelled by callers |
Appointment Cancel SMS | Total number of SMS confirmation messages sent following an appointment cancellation |
Timeout Updating Appointment | Total number of cancellation requests that timed out while updating the clinical system |
Timeout Updating Patient | Total number of patient record updates that timed out during the Patient Update |
Failed Clinical API Connection | Total number of calls where a connection to the clinical API could not be established |
Check and Cancel Activity
Calling Number | The telephone number of the caller |
Valid DOB Entry | Indicates whether a valid Date of Birth format was entered by the caller |
Patient(s) Matched | Total number of patient records matched to the caller |
DOB Match | Indicates whether the entered Date of Birth matched the patient record |
Appointments Found | Total number of active appointments found for the patient |
Appointments Checked | Total number of upcoming appointments queried by callers |
Appointment Check SMS | Total number of SMS confirmation messages sent following an appointment check |
Appointments Cancelled | Total number of appointments successfully cancelled by callers |
Appointment Cancel SMS | Total number of SMS confirmation messages sent following an appointment cancellation |
Check and Cancel Overview
Weekday Calls 8AM - 9:30AM | Total number of calls received on weekdays between 8:00 AM and 9:30 AM |
Weekday Calls 9:30AM - 6:30PM | Total number of calls received on weekdays between 9:30 AM and 6:30 PM |
Out of Hours Calls | Total number of calls received outside standard practice operating hours |
Appointments Checked | Total number of upcoming appointments queried by callers |
Appointment Check SMS Requested | Total number of SMS confirmation messages requested for an appointment check |
Appointments Cancelled | Total number of appointments successfully cancelled by callers |
Personal Queue Routing
Routing Block Name | The name of the specific personal call routing block |
Total | Total number of calls processed by the personal call routing block |
Calling Number | The telephone number of the caller |
Block Output | The resulting outcome or destination of the personal call routing block |
Queue Position Webpage Terms
SMS Sent | Total number of SMS notifications sent containing the queue position webpage link |
Page Visits | Total number of views tracked for the queue position webpage |
Unique Page Visits | Total number of distinct visitors viewing the queue position webpage |
External URL Clicks | Total number of clicks on external links embedded on the queue position webpage |
Cancel Button Clicks | Total number of times callers clicked the cancel button on the queue position webpage |
URL | The web address of the external link embedded on the queue position webpage |