The Call Analytics Dashboard offers comprehensive insights into your practice’s phone performance. It helps identify call volume trends, call sentiment, and reasons for calls—empowering practices to enhance communication workflows and improve patient experiences.
Recording Volume Overview
Located at the top of the dashboard, this section highlights key call recording metrics for the selected date range. You can toggle between Incoming, Outgoing, or Total call views.
Displayed Metrics:
Total Duration: Cumulative talk time across all recorded calls.
Total Count: Total number of calls handled.
Recording Informed: The percentage of callers notified that the call is being recorded.
💡 Click on any metric to view detailed call recordings and metadata.
Donut Chart Insights
The donut charts on the Call Analytics Dashboard help practices visually break down call data meaningfully. Each chart can be filtered by Caller, Reason, or Sentiment, giving teams flexibility in reviewing and interpreting call patterns.
Call Count by Caller
This chart shows which caller types are contacting your practice most often, such as existing patients, new patients, insurance companies, vendors, or unknown numbers. It helps practices:
Understand who their front desk is interacting with most frequently
Tailor phone workflows to better serve high-volume caller groups
Identify trends in call source (e.g., more new patients after marketing campaigns)
Call Duration by Caller
This chart highlights which caller types occupy the most phone time. For example, existing patients may have longer calls due to more complex needs, while vendors might have shorter, more transactional calls. Practices can use this to:
Optimize staffing during peak hours
Identify which callers require more time and attention
Streamline conversations with lower-priority or non-patient callers
Call Sentiment by Caller
This view shows how sentiment varies across caller types. It helps teams:
Detect if certain groups tend to result in more negative or positive interactions
Take proactive steps to improve communication with groups that may be dissatisfied
Train staff on tone and messaging for specific caller categories
Call Count by Reason
This chart categorizes calls based on their purpose—like appointment scheduling, insurance questions, billing, or treatment follow-ups. It can help teams:
Understand why patients are calling most often
Pinpoint operational gaps that lead to high call volumes (e.g., online booking issues)
Refine phone tree routing or IVR menu options to reduce manual handling
Call Duration by Reason
This chart focuses on which types of calls take the most time. Practices can use this to:
Identify complex call topics that may benefit from more training or resources
Introduce self-service tools for high-frequency, low-complexity calls
Improve efficiency by adjusting scripts or protocols for lengthy call types
Call Sentiment by Sentiment
This chart breaks down overall call tone—positive, neutral, or negative. It allows practices to:
Monitor how patients are feeling during calls
Measure the impact of staff training or policy changes over time
Quickly detect rising frustration levels before they affect patient retention
Call Volume Trends
The Call Count by Hour and Call Count by Day of Week charts allow practices to analyze when calls occur and where call volume spikes. You can switch between four views to dig deeper into what’s driving call activity:
Call Count by Hour
This chart shows hourly call volume over a 24-hour period and can be filtered by:
Call Type
Visualizes when missed, received, and outgoing calls are most frequent.
Helps practices identify gaps in phone coverage (e.g., spikes in missed calls).
Useful for adjusting staff schedules to align with peak call hours.
Caller
Breaks down hourly volume by who is calling (e.g., Existing Patients, Insurance Companies).
Helps determine when specific caller groups tend to reach out.
Valuable for training teams on how to handle common call types during busy periods.
Reason
Highlights when specific reasons for calling—like rescheduling, cancellations, or insurance inquiries—occur most.
Allows practices to pinpoint operational bottlenecks by time of day.
Enables better prep for repetitive tasks like appointment changes during specific hours.
Line
Displays volume by phone line (e.g., 101, 201, 501), showing which lines get the most daily traffic.
Useful for optimizing call routing and reducing line congestion.
Call Count by Day of Week
This chart aggregates call volume by weekday and is also filterable by:
Call Type
Shows trends in missed, received, and outgoing calls by day.
Helps identify which weekdays need more front desk coverage or better follow-up processes.
Caller
Breaks down call volume by caller type per weekday.
Useful for identifying days with higher patient interaction (e.g., Mondays may be busier with returning patients).
Helps target communication or marketing efforts based on caller behavior.
Reason
Displays the top reasons for calls per day.
Helps teams identify patterns—like higher appointment changes early in the week or billing inquiries on Fridays.
Enables proactive strategies like sending reminders or automating responses for frequently asked questions.
Line
Shows how call volume is distributed across phone lines by day.
Lets practices ensure call load is balanced among departments or team members.
Useful for evaluating if specific days consistently strain one line more than others.
How to Use These Charts Strategically
Peak Time Planning: Use hourly data to set break schedules or lunch coverage during high call windows.
Follow-Up Prioritization: Spot days with more missed calls or specific call reasons to prompt follow-up.
Staffing Optimization: Adjust front office shifts based on call surges by caller type or line.
Call Routing Efficiency: Reevaluate phone line distribution to prevent bottlenecks or misrouted calls.💡 Key Insights and Best Practices
Optimize Staffing: Use hourly/daily trends to align staffing with high call volume periods.
Reduce Missed Calls: Identify time blocks with the highest missed calls and ensure coverage.
Improve Patient Satisfaction: Monitor sentiment data to address recurring communication issues.
Spot Common Issues: Analyze top call reasons to resolve frequent patient concerns proactively.