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Introduction
The Service Summary serves as your surgery's primary dashboard, providing an executive high-level view of your entire telephony service. It the "front page" for all other reports, offering a combined overview of system performance and feature adoption
What you can Measure
Total Capacity vs. Demand: Compare Calls Received against Calls Answered to identify gaps in staffing or capacity during peak periods
Patient Callback Adoption: Track Callbacks Requested to measure how many patients are choosing to hold their place in the queue via callback rather than staying on the line
Outbound Calls: Review Outbound Calls Attempted and Outbound Calls Connected to ensure clinicians and admin staff are successfully reaching patients
Feature Audit: The Products and Features Enabled section confirms which modules are live