The Missed Calls page in the Call AI Dashboard provides detailed insights into missed calls, follow-up performance, and opportunities to identify missed patient interactions. This guide will help you understand the metrics displayed, the filters available, and how to analyze missed calls effectively.
Key Metrics on the Missed Calls Page
At the top of the Missed Calls page, you will see three key performance cards that summarize important call data:
Missed Call Overview
Missed Call Percentage: Displays the percentage of total calls that were missed.
Missed Calls Count: Total number of missed calls.
Total Incoming Calls: Total calls received during the selected date range.
Missed Call Recovery Rate: Percentage of missed calls successfully returned.
Follow-up Performance
Follow-up Rate: Shows the percentage of missed calls that have been followed up.
Calls Returned: Total number of missed calls successfully returned.
Average Time to Return: Average time it takes for a missed call to be followed up.
New Patient Opportunities
Potential New Patients Missed: Total number of calls flagged as potential new patient opportunities.
Filter Options
You can refine the data displayed on the Missed Calls page using the following time-based filters:
All Hours: Displays missed calls for all hours of the selected date range.
During Business Hours: Filters missed calls that occurred only during business hours.
Off Business Hours: Displays missed calls outside of standard business hours.
How to Use Filters
Click on any of the filter options: All Hours, During Business Hours, or Off Business Hours.
The data displayed (including the metrics and missed calls list) will be updated accordingly.
Missed Call Distribution by Time
A heatmap visualization shows when missed calls are most frequent throughout the week. Darker shades indicate a higher volume of missed calls, helping practices identify peak times when call handling may need improvement.
Missed Calls List
Below the performance metrics, the Missed Calls section provides a detailed list of all missed calls.
Columns in the Missed Calls Table
Phone Number: The phone number of the caller.
Caller ID: Displays the caller’s identification, if available.
Time: The time when the missed call occurred.
Caller: Name of the caller, if identified.
Number Called Again: Indicates if the number attempted to call back.
Returned: Shows if the practice has returned the missed call.
Time to Return: The duration between the missed call and the follow-up.
Example Usage:
Sort the data by Time to Return to see which missed calls were followed up most quickly.
Search for specific phone numbers using the Search bar at the top.
Potential New Patients Missed
The Potential New Patients Missed section highlights calls that may represent missed opportunities with new patients.
Columns in Potential New Patients Table
Phone Number: The phone number of the potential new patient.
Caller ID: Identification of the caller.
Time: When the missed call occurred.
Caller: Name of the caller, if available.
Number Called Again: Indicates if the caller attempted to call back.
Returned: Shows whether the practice returned the call.
Time to Return: Duration before the follow-up.
Exporting Data
Both the Missed Calls and Potential New Patients Missed lists can be exported for further analysis:
Click the Export button in the top-right corner of the table.
The data will be downloaded in your preferred format (e.g., CSV).
Best Practices for Using the Missed Calls Page
Monitor Trends: Regularly review missed call percentages to identify patterns.
Follow Up Promptly: Use the Time to Return metric to ensure follow-up performance remains efficient.
Maximize Opportunities: Pay close attention to the Potential New Patients Missed section to capture new patient leads.
