The Incoming Calls page in the Call AI Dashboard provides key insights into your practice’s inbound call performance, enabling teams to track call volume, duration, and trends.
Accessing the Incoming Calls Page
Navigate to Call AI at the bottom of your PbN page.
From the left-hand menu, click on Incoming.
Key Metrics on the Incoming Calls Page
At the top of the page, you’ll find three key performance cards summarizing inbound call activity:
Incoming Call Overview
Displays the total number of incoming calls within the selected date range.
Highlights a percentage increase (green) or decrease (red) compared to the previous period.
Example: 1.0K incoming calls, showing a 5.2% increase.
Patient Calls
Tracks the total duration (hours/minutes) of calls from patients.
Provides a trend comparison to the previous date range.
Example: 13h 39m of patient calls, reflecting a 9.8% decrease.
Call Recording Metrics
Measures the number of recorded incoming calls and their total duration.
Displays percentage changes in recorded calls compared to the previous period.
Example: 592 recorded calls, with a 9.2% decrease.
Incoming Call Distribution Analysis
Incoming Call Volume by Time
A heatmap visualizes when inbound calls are most frequent throughout the week.
Darker shades indicate higher call volume at specific times.
Helps identify peak call hours for optimizing staffing and response times.
Call Volume by Extension
Breaks down inbound calls by phone extension, showing:
Call Volume (#) – 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 | 88 | 8m | 8h 5m |
101 | 196 | 1m | 2h 28m |
501 | 123 | 1m | 1h 18m |
Call Distribution Analysis
Analyze inbound call patterns and trends based on different categories:
Call Count by Reason
Displays a pie chart categorizing incoming calls by reason (e.g., Make Appointment, Confirm Treatment, Insurance Inquiry).
Helps identify the most common call purposes for workflow optimization.
Call Count by Sentiment
Categorizes calls based on Call AI sentiment analysis (e.g., Neutral, Positive, Negative).
Helps assess patient interactions and improve phone communication strategies.
Best Practices for Managing Incoming Calls
Monitor Trends: Use the heatmap and extension breakdown to allocate staff during peak hours.
Improve Efficiency: Identify long call durations and streamline phone interactions.
Enhance Engagement: Use sentiment analysis to improve patient communication and training.
