The Incoming Opportunities section in Phone IQ provides valuable insights into patient interactions, helping practices better understand call patterns, reasons for calls, and potential service needs. This section includes two visual tools:
Sankey Diagram
Word Cloud
1. Sankey Diagram
The Sankey Diagram visualizes the flow of incoming calls from start to finish. It categorizes calls to show missed opportunities and successfully handled calls, breaking down calls based on caller type (new or existing patients) and their purpose. Here’s how to interpret it:
Total Incoming Calls: This is the starting point, representing all calls received.
Missed Calls and Answered Calls: Calls branch into either missed or answered.
Caller Type: Answered calls are further divided based on the type of caller—New Patients, Existing Patients, or Other Callers.
Outcome: For each caller type, the diagram shows the outcome, such as Appointment Booked, Appointment Request, or Other Reasons.
This flow helps identify where calls may need more focus, for example, if a large percentage of calls are missed or if existing patients frequently call for appointment requests.
2. Word Cloud
The Word Cloud uses Call AI to analyze common words mentioned during calls, providing insights into frequent topics and potential patient needs. The words are color-coded to indicate the type of information:
Blue: Represents procedures (e.g., "exam," "cleaning," "x-ray").
Red: Highlights symptoms (e.g., "pain," "toothache," "extraction").
Green: Indicates insurances (e.g., "Delta Dental," "Aetna," "MetLife").
The size of each word correlates with its frequency. Larger words appear more often in conversations, helping practices understand common services requested or symptoms discussed during patient calls.
