The AI Receptionist Analytics dashboard gives you conversation, appointment, and knowledge base metrics for a selected practice and date range. It’s organized into four tabs — Overview, Appointments, Knowledge Base, and Resolution found under New Settings→ AI → AI-R Analytics.
Every tab includes a practice selector, a date range picker, and a channel filter (All, SMS, or Voice).
Overview Tab
Displays top-level performance metrics and the appointment booking funnel.
Metric | Description |
Total Interactions | All sessions in the selected range, broken down by channel (SMS / Voice) |
Appointments Booked | Total confirmed bookings, split by new and existing patients |
Cancel Requests | Sessions where a cancellation request was captured |
Reschedule Requests | Sessions where a reschedule request was captured |
Appointment Confirm Requests | Sessions where an appointment confirmation was requested |
Booking Conversion | Bookings as a share of total interactions |
Avg Conversation Duration | Mean duration across all sessions |
Resolution Rate | Share of sessions resolved without human escalation |
Avg Call Duration | Mean voice call length |
KB Success Rate | Share of knowledge base queries answered successfully |
Appointments Booked, Cancel Requests, Reschedule Requests, and Confirm Requests are clickable — clicking any of them opens a list of the individual sessions behind that number, and from there you can view the full session for more detail.
Booking Funnel: shows how patients move from initial intent through to a confirmed booking: Intent Detected, Authentication, Slot Selection, Booking Confirmed. Each stage is clickable to see the sessions at that stage. A high drop-off at Authentication usually points to friction in verification; a drop at Slot Selection usually points to availability issues.
Appointments Tab
Breaks down booked appointments by patient type, channel, and time of day.
Total Booked, New Patients (%), Existing Patients (%), and After Hours (%) summarize the selected range.
By Channel shows booking counts and conversion rates for SMS and Voice separately.
By Time splits bookings into Business Hours and After Hours, each clickable to view the underlying sessions. Hour-by-hour detail isn’t available in weekly views; switch to a daily view for that.
Knowledge Base Tab
Tracks how well the AI Receptionist answers patient questions from your Knowledge Base.
KB Success Rate, Total KB Queries, and Unanswered Queries (%) summarize performance.
Top KB Topics lists your most-asked-about topics with a success rate for each; clicking a topic shows the sessions along with the patient’s actual question, which is useful for spotting where your Knowledge Base needs more detail.
KB Gaps groups unanswered questions by topic, helping you see what’s missing. An empty state here means full coverage for the period.
Resolution Tab
Measures whether the AI Receptionist resolved what the patient actually needed — separate from booking conversion or knowledge base accuracy.
A gauge shows your overall Resolution Rate, alongside Resolved Sessions, Unresolved Sessions, and Avg Turns to Resolve (the average number of AI replies needed to resolve the patient’s main request). Resolved and Unresolved counts are clickable.
Resolution by Intent: breaks results down by call type — Make Appointment, Check Appointments, Confirm Appointment, Cancel Appointment, Reschedule Appointment, Knowledge Base Query, Emergency, and PHI/Billing — showing share of calls, resolution rate, and average turns for each. Rows are clickable.
Unresolved Requests: shows where unresolved sessions ended up: escalated to staff, routed to voicemail, or abandoned (the patient disconnected after one turn or less). All three are clickable.
Good to Know
Analytics are scoped to one practice at a time; a combined view across multiple locations isn’t available yet.
Hour-by-hour after-hours detail is only available in daily views, not weekly rollups.