The Agent Performance page in Call AI provides detailed insights into individual agents' call performance metrics. It helps practices evaluate call handling efficiency, patient interactions, and booking success.
Accessing the Agent Performance Page
Go to the Call AI Dashboard at the bottom of your PbN page.
In the left-hand navigation menu, click on Agent Performance.
Key Metrics on the Agent Performance Page
At the top of the page, you’ll find four key performance cards summarizing agent call activity:
Overall Performance
Displays an overall performance score (1-10) based on AI evaluation.
Breakdown of Greeting Score, Empathy Score, and Info Gathering Score to assess call quality.
Call Success
Appointments Booked (%): The percentage of calls that resulted in an appointment.
Cancellations Saved (%): The percentage of cancellation calls where the appointment was retained.
Negative Calls (%): The percentage of calls flagged with negative outcomes.
Objection Handling Score (1-10): Measures how well agents overcome patient objections.
Call Volume
Shows the total number of calls handled by agents.
Breaks down into New Patient Calls, Existing Patient Calls, and Missed Calls.
Call Direction
Displays the total number of inbound and outbound calls.
Helps track agent workload and call activity trends.
Overall Performance Table
Below the performance metrics, the Overall Performance table provides a detailed breakdown of agent-specific call data.
Agent Performance Metrics
Each agent's performance is evaluated based on:
Overall Score (1-10): AI-generated score for call handling.
Total Calls: Number of calls managed by the agent.
New Patient Calls: Calls involving new patients.
Existing Patient Calls: Calls involving returning patients.
Appointment Booked Rate (%): Percentage of calls that resulted in a booked appointment.
Cancellations Saved (%): Percentage of cancellation calls successfully saved.
Negative Calls (%): Calls flagged as negative interactions.
Greeting Score (1-10): Measures how well agents greet and engage callers.
Empathy Score (1-10): Assesses how empathetic agents are during calls.
Objection Score (1-10): Evaluates how effectively agents handle objections.
How to Use the Agent Performance Page
Identify High-Performing Agents
Sort by Overall Score or Appointments Booked (%) to find top-performing agents.
Use Greeting, Empathy, and Objection Scores to assess call quality.
Monitor Trends in Booking and Cancellations
Track Appointment Booked Rate to evaluate scheduling efficiency.
Review Cancellations Saved (%) to measure patient retention efforts.
Address Areas for Improvement
Identify agents with low empathy or objection scores for additional training.
Focus on agents with high negative call percentages to improve call outcomes.
Export Data for Deeper Analysis
Click the Export button to download agent performance data.
Use filters to customize the displayed metrics.
Best Practices for Agent Performance Improvement
Coach Based on Data: Provide targeted coaching for agents with low greeting, empathy, or objection-handling scores.
Improve Booking Efficiency: Track Appointment Booked Rate to ensure calls are effectively converted into scheduled visits.
Reduce Negative Calls: Identify trends in negative interactions and train agents on better patient engagement.
Enhance Retention Efforts: Use Cancellations Saved (%) to monitor how well agents handle cancellation requests.
