Overview

AI Coaching in Adit Call Intelligence provides a complete view of how your front desk is performing on patient calls. It analyzes scored conversations, tracks coaching opportunities, highlights unhappy customer trends, and shows how effectively your team is completing follow-up tasks.

Managers and Owners see overall practice performance. Staff and Read-Only users see only their own coaching data.

AI Coaching structure

The AI Coaching section is divided into three main pages:

• Summary – High-level performance overview.
• User Wise – Performance breakdown by staff member.
• Scored Calls – Detailed list of all scored calls.

1. Summary page

The Summary page gives a high-level view of performance for the selected time period. It shows how your team is performing overall and where improvement opportunities may exist.

Key metrics

• Overall Average Score – Average score across all scored calls in the date range.
  Helps you understand overall call quality.
• Scored Conversations – Number of calls evaluated by AI.
  Indicates how much coaching data is available.
• Call Tasks Created – Total number of automated call tasks created from scored calls.
  Shows how many follow-ups the system has generated.
• Call Tasks Completed – Number of those tasks that have been completed.
  Measures how much follow-up has actually been done.
• Task Completion Rate – Percentage of automated call tasks completed.
  Helps you track how reliably your team acts on follow-up items.

Score and sentiment views

• Score Trend – A chart showing how scores change over time.
  Use filters such as user, call type, source, patient type or outcome to see patterns.
• Average Score by Call Type – Average score grouped by call types like Scheduling, Emergency, Rescheduling, Billing, etc.
  Helps you see which call types perform well and which need more training.
• Unhappy Customers by Patient Type – Percentage of unhappy calls for New vs Existing patients.
  Helps you identify whether new or existing patients are having more negative experiences.
• Unhappy Customers by Call Type – Number of unhappy calls by call type.
  Highlights which call categories generate more dissatisfaction.
• Scorecard Breakdown – High-level view of how your team performs across key communication and process parameters such as greeting, rapport building, active listening, objection handling, and adherence to process.
  Helps you pinpoint specific behaviours that need coaching.

2. User Wise page

The User Wise page shows performance for each staff member in a table format. Only Managers and Owners have access to this view.

What you’ll see

• User – Staff member’s name.
• Location – Location assigned to the user.
• Role – Role such as Owner, Manager, Staff, or Read-Only.
• Average Score – Average score across that user’s scored calls.
• Scored Calls – Number of calls for that user that have been scored.
• Open Call Tasks – Number of automated call tasks still open for that user.
• Call Task Completion – Percentage of their assigned call tasks that have been completed.
• Happy Patients – Percentage of calls where sentiment was “Happy”.
• Unhappy New Patients – Percentage of new patient calls marked as “Unhappy”.
• Unhappy Existing Patients – Percentage of existing patient calls marked as “Unhappy”.
• Call-type Scores – Average scores by call type such as Scheduling, Emergency, Rescheduling, Confirmations, Recare, Billing, Insurance, Clinical, Product Order, Verifications.
• Skill / behaviour scores – High-level percentages for key behaviours such as introduction, rapport, tone, active listening, knowledge, empathy, objection handling, process adherence, recare pitching, cancellation handling, responsiveness, clinical handling, collections handling, resolution and closing.

How practices use this page

• Identify top performers and staff who need additional coaching.
• Compare performance across locations, roles, or teams.
• Monitor follow-up reliability using Open Call Tasks and Call Task Completion.

3. Scored Calls page

The Scored Calls page lists every call that has been evaluated using the AI scorecard. It is often used when drilling down from the Summary or User Wise pages.

What you’ll see

• Caller – Name or number of the caller.
• Time – When the call took place.
• Location – Location that received or made the call.
• User – Staff member who handled the call.
• Patient Type – New or Existing patient.
• Call Type – Category of the call (Scheduling, Billing, Insurance, etc.).
• Call Outcome – How the call ended (Booked, Not Booked, Resolved, Not Resolved, Cancelled, etc.).
• Sentiment – Overall caller sentiment (Happy, Neutral, Unhappy).
• Reason for Visit – Service or issue discussed, when applicable.
• Reason for Not Booking – If an appointment was not booked, the primary reason identified.
• Revenue Potential – Low, Medium, or High potential based on the reason for visit.
• Scorecard fields – Individual results for each scorecard question (for example, introduction, rapport, tone, active listening, empathy, resolution, closing).

How practices use this page

• Review specific calls behind a metric (for example, unhappy new patients or low scores in a time period).
• Listen to recordings for training and feedback sessions.
• Validate scoring by comparing call context with scorecard outcomes.

📍 Where to Find It

Navigation Path: Adit App → Call Intelligence → AI Coaching