The Missed Calls page in the Call AI Dashboard provides in-depth analytics on missed calls, follow-up performance, and new patient opportunities. By leveraging this data, practices can enhance response times, reduce lost opportunities, and improve patient engagement.
Key Metrics on the Missed Calls Page
At the top of the Missed Calls page, three key performance cards summarize important call insights:
Missed Call Overview
Missed Call Percentage: Displays the percentage of total incoming calls that were missed.
Missed Calls Count: Total number of missed calls.
Total Incoming Calls: Total number of calls received within the selected date range.
Missed Call Recovery Rate: Percentage of missed calls that were successfully returned.
Handled Rate
Follow-up Rate: The percentage of missed calls that were followed up on.
Calls Returned: The total number of missed calls that were successfully returned.
Average Time to Return: The average time it takes for a missed call to receive a follow-up.
New Patient Opportunities
Potential New Patients Missed: Number of missed calls identified as potential new patient opportunities.
Filtering Missed Calls
The Missed Calls page allows users to analyze data based on different time periods using filters:
All Hours – Displays missed calls for all times within the selected date range.
During Business Hours – Filters missed calls that occurred during operating hours.
Off Business Hours – Displays missed calls that happened outside of business hours.
How to Use Filters
Click on the desired filter (All Hours, During Business Hours, Off Business Hours).
The displayed data, including metrics and the missed calls list, will automatically update.
Missed Call Distribution by Time
A heatmap visualization displays missed call trends throughout the week. Darker shades indicate higher volumes of missed calls, helping practices identify peak hours where response times need improvement.
How to Use the Heatmap
Identify the busiest days/times for missed calls.
Adjust staffing or phone handling strategies during peak times.
Detailed Call Analysis
Missed Calls List
Below the performance metrics, a detailed list provides an overview of all missed calls, including follow-up attempts.
Columns in the Missed Calls Table:
Phone Number – The phone number of the caller.
Caller ID – Identifies the caller, if available.
Time – When the missed call occurred.
Caller – Displays the caller’s name if known.
Number Called Again – Indicates if the caller attempted to call back.
Returned – Shows if the practice followed up on the missed call.
Time to Return – Duration between the missed call and the follow-up.
How to Use the Missed Calls List:
Sort by "Time to Return" to analyze follow-up efficiency.
Use the search bar to find specific callers or call times.
Monitor call trends to spot recurring patient call patterns.
Potential New Patients Missed
The Potential New Patients Missed section highlights missed calls from potential new patients, allowing practices to recover lost opportunities.
Columns in the Potential New Patients Table:
Phone Number – The number of the potential new patient.
Caller ID – Identifies the caller, if available.
Time – When the missed call occurred.
Caller – Displays the caller’s name, if known.
Number Called Again – Indicates if the caller attempted to reach the practice again.
Returned – Shows whether the missed call received a follow-up.
Time to Return – Duration before the follow-up occurred.
Exporting Data
Both the Missed Calls and Potential New Patients Missed tables allow for data export:
Click the Export button at the top-right corner of the table.
Select your preferred format (e.g., CSV).
Use the exported data for further analysis or reporting.
Best Practices for Managing Missed Calls
✔ Monitor Call Trends – Regularly review missed call percentages to identify patterns.
✔ Follow Up Promptly – Use the Time to Return metric to ensure quick response times.
✔ Maximize Opportunities – Pay close attention to Potential New Patients Missed to recover new patient leads.
✔ Adjust Staffing Strategies – Use the heatmap to optimize staffing during peak missed call times.
By proactively analyzing and managing missed calls, practices can enhance patient communication, minimize lost opportunities, and optimize overall efficiency.
