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Introduction
The Outbound Call Reports provide a complete overview of all outgoing communications initiated by your surgery staff. By tracking team activity levels, connection success rates, and busy periods, you can audit staff workflows, optimise patient callbacks, and manage system capacity effectively
What does this report show?
Staff activity levels
Connection success rates
Daily traffic trend
Hourly performance spikes
Outbound concurrency spikes
Outbound talk time bands
Daily Outbound Call Stats
The Daily Outbound Call Stats report provides a high-level summary of outbound dialling activity categorised by individual staff members and tracked across your selected calendar dates
What you can measure
Individual user output: The total outbound calls attempted by each individual staff member. This lets you monitor individual staff productivity and audit daily performance levels across your team
Successful patient contact: The number and percentage of outgoing calls that successfully connected to the recipient. It highlights how effective your team's outbound dialling time is in actually reaching patients on the first try
Unsuccessful patient contact: The count and percentage of calls that failed to connect (e.g., busy signals, declines, or ring-outs)
Daily workload trends: A visual bar chart displaying the overall volume of outbound calls placed each day across the practice, tracking your practice's collective outbound efforts over time
Daily system concurrency: The maximum number of simultaneous outbound calls active at any single point during the day to track system capacity demands
Daily Outbound Call Performance
The Daily Outbound Call Performance report condenses your surgery's outgoing call metrics into a single date-by-date view, showing overall practice connection trends over time
What you can Measure
Outbound Calls Attempted: The sum of outbound calls placed by the entire practice for each calendar date. This provides a clear view of your overall daily outbound volume to evaluate long-term trends
Calls Connected & % Connected: The total daily volume and percentage of outgoing calls that successfully reached a patient
Calls Not Connected & % Not Connected: The count and percentage of calls each day that resulted in no connection. This flags specific days where staff spent a high amount of time dialling without successfully making contact
Hourly Outbound Call Stats
The Hourly Outbound Call Stats report condenses your staff's outgoing phone traffic into 60-minute windows, showing exactly when call volume spikes and how many simultaneous calls are active so you can monitor team activity throughout the day
What you can Measure
Staff dialling patterns: Hour-by-hour metrics mapping exactly when individual users are making their outbound calls
Peak outbound periods: A visual chart showing which hours of the day contain the highest volume of outgoing call activity. It maps your team's active dialling habits, showing you exactly when the practice is generating its heaviest outbound phone load
Hourly call concurrency: The highest number of simultaneous outbound calls active at any given point within an hour
Hourly Outbound Call Performance
The Hourly Outbound Call Performance report breaks your day down into 60-minute windows to show exactly when your practice's outgoing calls are successfully connecting or failing, helping you pinpoint the best times to reach patients
What you can Measure
Hourly connection success: The precise volume and percentage of outbound calls that successfully connected during each individual hour. This highlights the absolute best hours of the day to place outbound calls when patients are most likely to answer their phones
Hourly contact friction: The number and percentage of calls placed within specific hours that did not result in a connection. It identifies when patients rarely pick up, allowing you to instruct staff to avoid dialling during these windows
Hourly outbound load: Outbound Calls Attempted show the total volume of outgoing calls placed practice-wide within any single 60-minute window. It gives you a bird's-eye view of your team's hourly outbound pacing to help smooth out phone usage across the day
Outbound Talk Duration Analysis
The Outbound Talk Duration Analysis report categorises successfully connected outgoing calls into specific length brackets, showing the time distribution of your practice's completed conversations
What you can Measure
Interaction complexity: Categorise calls into exact one-minute increments (from Under 1 Minute up to 10 Minutes or More) to see your workload distribution. This helps identify whether staff are primarily 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., Under 1 Minute, 1-2 Minutes). A high percentage here indicates that the team is successfully resolving the majority of outgoing patient needs with speed and precision
Resource allocation: By identifying the most common length of your outgoing conversations, you can more accurately forecast team capacity. It allows you to plan how much dedicated desk time staff members need to clear a specific volume of clinical callbacks
Long-call outliers: Monitor the 10 Minutes or More band to isolate exceptionally long, extended interactions. Reviewing these outliers can help determine if certain call types require specialised clinical handling or if there are training opportunities for streamlining conversations
Talk time trends: Use the Talk Duration by Time Band chart to visualise the volume curve of your practice's outgoing call activity. This visual aid is essential for reporting on team performance, monitoring consultation pacing, and setting realistic expectations for outbound call turnaround times
Features to Optimise Call Performance