Total Calls

What it means

Total number of calls handled by the practice (incoming + outgoing) during the selected date range.

Why it matters

This KPI is a primary indicator of overall phone activity and demand. It helps practices understand workload trends and whether call volume is increasing or decreasing over time.

How practices use it

• Plan staffing and front-desk coverage based on volume trends.
• Validate marketing or seasonal campaign impact on call volume.
• Set capacity thresholds (e.g., if calls exceed X/day, add staff).

Example

If Total Calls = 777 for the month, that number represents all answered and placed calls in the selected range.

Incoming Calls

What it means

Total number of inbound calls the practice received during the selected date range.

Why it matters

Incoming calls are the primary source of new patient inquiries and direct revenue opportunities. They show patient-initiated demand and are essential for measuring the effectiveness of phone coverage.

How practices use it

• Prioritize quick-answer strategies and front-desk training to protect conversion.
• Correlate inbound volume with conversion metrics like Scheduling Calls and Appointments Booked.
• Identify hours/days with high inbound demand and staff accordingly.

Example

If Incoming Calls = 329, this indicates 329 inbound call attempts in the chosen timeframe.

Outgoing Calls

What it means

Total number of outbound calls placed by the practice — this includes callbacks, confirmations, reminders, and collections.

Why it matters

Outgoing calls reflect proactive patient outreach and administrative workload. They also show how much effort staff spends on follow-ups that can convert missed opportunities.

How practices use it

• Balance staff time between inbound handling and outbound follow-ups.
• Measure correlation between outbound activity and recovered bookings.
• Track outreach efficiency (attempts vs successful outcomes).

Example

Outgoing Calls = 523 indicates your team made 523 outbound attempts during the date range.

Scheduling Calls

What it means

Calls categorized as scheduling-related: booking new appointments, rescheduling, availability inquiries, or confirmation conversations that relate to scheduling.

Why it matters

Scheduling calls are high-value interactions — they are the most likely to directly result in booked appointments and production. Monitoring scheduling volume helps measure demand and front-desk effectiveness.

How practices use it

• Focus training on booking skills and scripts to improve conversion.
• Monitor staffing during scheduling-heavy windows.
• Track inbound vs outbound scheduling performance.

Example

Scheduling Calls = 429 shows how many conversations were identified as scheduling-related in the period.

Appointments Booked

What it means

Number of confirmed appointments that originated from scheduling calls within the selected date range.

Why it matters

This is the direct conversion metric showing the business impact of call-handling — booked appointments are the primary revenue driver tied to phone performance.

How practices use it

• Measure booking conversion rates from scheduling calls.
• Forecast production and capacity from booked appointments.
• Coach staff to improve booking close rates.

Example

If Appointments Booked = 323, that means 323 bookings were completed as a result of scheduling calls during the timeframe.

Incoming Calls Breakdown

What it means

A breakdown of incoming calls showing total incoming, how many were answered, how many were missed, and how many were missed during business hours.

Why it matters

This chart highlights immediate response gaps. Misses during business hours are particularly costly because they represent lost opportunities when staff should be available.

How practices use it

• Reduce in-business-hours missed calls by reassigning staff or changing routing.
• Set SLA targets for answered rate and monitor changes after operational adjustments.
• Use answered % to validate front-desk effectiveness by shift.

Example

If Incoming = 329 and Answered = 223 (67%), then 33% were missed — prioritize reducing these missed calls during business hours.

Total Calls by Call Direction

What it means

A time-series (stacked bar) showing counts of incoming, outgoing, and missed calls over the selected period (daily, weekly, etc.).

Why it matters

This reveals daily and weekly patterns in call direction, enabling you to spot spikes, understand workload mix, and detect days with unusually high missed counts.

How practices use it

• Plan staffing for peak inbound or outbound days.
• Investigate reasons for spikes in missed calls on specific dates.
• Balance shift coverage between answering and follow-up tasks.

Example

If Nov 12 shows a spike in missed calls, review scheduling and routing for that day to find the root cause (staffing, system outage, campaign spike).

Call Volume by Hours

What it means

Call volume aggregated by hour of day, showing when your practice receives the most calls across the selected range.

Why it matters

Hourly volume is essential for optimizing shift schedules and ensuring that peak times are covered by enough staff to answer calls promptly.

How practices use it

• Schedule more staff during high-volume blocks to reduce wait times and missed calls.
• Assign specific callback owners during slower hours.
• Test different staffing models and measure the impact on answered % and booking conversion.

Example

If 11:00–12:00 shows consistently high volume, add a dedicated receptionist for that hour to keep the answered rate high.

Unique Callers by Call Direction

What it means

Trend of unique callers (distinct phone numbers) separated by incoming, outgoing and missed call direction. Each unique number counts once per period.

Why it matters

This distinguishes repeated attempts by the same caller from distinct new callers — a useful signal for marketing attribution and unresolved issues.

How practices use it

• Detect if repeated calls indicate unresolved problems requiring escalation.
• Measure how many distinct patients are contacting the practice versus repeat callers.
• Use unique-call trends to gauge real reach of your phone presence.

Example

If Nov 5 reports 23 unique incoming callers, it shows 23 different numbers engaged your practice that day.

Scheduling Calls Breakdown

What it means

A breakdown showing total scheduling calls and how many of them were incoming vs outgoing, plus appointments booked from each segment (conversion rates by direction).

Why it matters

This helps you understand whether inbound scheduling or proactive outbound scheduling produces higher conversion, and whether outreach is effective.

How practices use it

• Compare conversion rates for incoming vs outgoing scheduling calls.
• Adjust outreach cadence if outbound scheduling under-performs inbound.
• Optimize confirmation flows and reminders to increase booked appointments.

Example

If Incoming Scheduling Calls = 223 and Appointments Booked from Incoming = 203 (95% conversion), inbound booking performance is strong — replicate successful tactics.

Total Calls by Call Type

What it means

Time-series and totals showing volumes for each call type: Clinical, Billing, Insurance, Recare, Product Orders, Verifications, Vendor, Other, etc.

Why it matters

Understanding which call types generate the most volume helps prioritize training, staff specialization, and operational improvements for high-friction areas.

How practices use it

• Allocate specialists or scripts for complex categories like billing or clinical triage.
• Monitor spikes by call type stemming from insurance changes, campaigns, or service launches.
• Use call-type trends to predict training needs and adjust resources.

Example

If Insurance calls spike after a policy change, add a quick training note for staff to handle the new questions appropriately.

Total New Patient Calls by Call Source

What it means

Charts that attribute new patients and new-patient calls to marketing sources (Direct, Organic, Paid, Facebook, Google, Bing, etc.), and show trends over time.

Why it matters

This is essential for marketing ROI — it reveals which channels bring real inbound call interest and new patient bookings, enabling smarter budget allocation.

How practices use it

• Allocate marketing spend to channels that consistently produce new patients.
• Refine landing pages and call routing for top sources to improve conversion.
• Measure campaign performance by comparing cost per call and cost per booked patient.

Example

If Google Paid produced 12 new patient calls on Nov 13 and 3 of those booked, measure cost vs booking to decide whether to scale that campaign.

New Patients by Source

What it means

This chart shows how many new patients were acquired from each marketing source within the selected time range. Sources include Organic, Paid, Platform-specific channels (Google, Bing, Facebook), Direct, or grouped categories such as “All Organic” or “All Paid.”

Why it matters

New-patient counts by source directly measure the effectiveness of your marketing channels. They reveal which campaigns generate the most real conversions, not just clicks or impressions. This allows practices to understand ROI on marketing investments and optimize budget allocation.

How practices use it

• Evaluate which channels bring the highest number of new patients.
• Compare Organic vs Paid performance to determine where to increase spend.
• Identify lower-performing sources and adjust campaigns or messaging.
• Analyze whether promotions or seasonal ads influenced patient acquisition.
• Work with marketing agencies using real, verifiable new-patient results rather than estimated metrics.

Example

If “Facebook Paid” generated 18 new patients while “Google Paid” generated 12 during the same period, the practice may allocate more budget to Facebook campaigns for stronger ROI.