The Outgoing Calls page in the Call AI Dashboard provides key insights into your practice's outbound call performance, enabling teams to track call volume, duration, and trends.
Accessing the Outgoing Calls Page
Navigate to Call AI at the bottom of your PbN page.
From the left-hand menu, click on Outgoing.
Key Metrics on the Outgoing Calls Page
At the top of the page, you'll find three key performance cards summarizing outbound call activity:
Outgoing Call Overview
Displays the total number of outgoing calls within the selected date range.
Highlights a percentage increase (green) or decrease (red) compared to the previous period.
Example: 950 outgoing calls, showing a 29.8% decrease.
Patient Calls
Tracks the total duration (hours/minutes) of outbound calls made specifically to patients.
Provides a trend comparison to the previous date range.
Example: 12h 13m of patient calls, reflecting a 9.8% decrease.
Call Recording Metrics
Measures the number of recorded outbound calls and their total duration.
Displays percentage changes in recorded calls compared to the previous period.
Example: 489 recorded calls, with a 5.8% decrease.
Outgoing Call Distribution Analysis
Outgoing Call Volume by Time
A heatmap shows when outbound calls are most frequent throughout the week.
Darker shades indicate higher call volume at specific times.
Helps identify peak call times for optimizing staffing and outreach efforts.
Call Volume by Extension
Breaks down outbound calls by phone extension, showing:
Call Volume (#): The total number of calls per extension.
Average Call Duration (sec): The average length of calls per extension.
Total Duration (sec): The cumulative call time per extension.
Example:
Extension | Call Volume (#) | Avg Call Duration | Total Duration |
103 | 373 | 1m | 6h 33m |
106 | 1 | 3m | 3m |
Call Distribution Analysis
Analyze outbound call patterns and trends based on different categories:
Call Count by Reason
Displays a pie chart categorizing outbound calls by reason (e.g., Confirm Appointments, Insurance Verification, Treatment Follow-up).
Helps identify the most frequent call purposes to refine call strategies.
Call Count by Sentiment
Categorizes calls based on sentiment analysis (e.g., Neutral, Positive, Negative).
Helps assess patient interactions and improve phone communication.
Best Practices for Managing Outgoing Calls
Monitor Trends: Use the heatmap and extension breakdown to optimize call scheduling.
Improve Efficiency: Identify the longest average call durations and adjust workflows.
Enhance Engagement: Use sentiment analysis to improve patient interactions and follow-up strategies.
