The Location Analytics module provides a comparative view of call performance, opportunities, sentiment, and task execution across all locations in your organization. It allows multi-location practices to understand which offices perform strongly, where operational gaps exist, and how patient experience differs by region.

This dashboard helps identify trends across locations for calls, bookings, task completion, and customer sentiment, enabling data-driven decisions to improve consistency and overall organizational performance.

Total Calls

What it means
Total number of calls handled across all locations in the selected timeframe.

Why it matters
Shows overall call volume across the organization and highlights which locations manage more patient interactions.

How practices use it

• Evaluate staffing needs across locations

• Compare call load distribution

• Identify high-traffic practice areas

Opportunities Created

What it means
Total number of scheduling opportunities generated across all locations.

Why it matters
A high number indicates strong demand or strong call-handling workflows.

How practices use it

• Compare opportunity generation by location

• Identify growth trends

• Assess lead flow consistency

Opportunities Won

What it means
Total number of opportunities converted into booked appointments across all locations.

Why it matters
Reflects overall booking performance organization-wide.

How practices use it

• Identify top-performing locations

• Evaluate team effectiveness in converting leads

• Benchmark booking success rates

Unhappy Customers

What it means
Percentage of calls across all locations where customer sentiment was classified as unhappy.

Why it matters
Highlights potential service issues or communication gaps regionally.

How practices use it

• Compare sentiment issues across locations

• Identify the need for training or staffing improvements

• Monitor service quality over time

Overall Call Score

What it means
Average score of all scored calls across the organization.

Why it matters
Reflects the overall call-handling quality across locations.

How practices use it

• Compare performance across clinics

• Evaluate training impact

• Identify consistency gaps

Total Calls by Call Direction

What it means
Shows incoming, outgoing, and missed calls for each location.

Why it matters
Reveals call traffic patterns and how each location manages call loads.

How practices use it

• Identify locations with high missed-call counts

• Balance call-handling responsibilities

• Evaluate staffing alignment

Opportunity Created by Location

What it means
Shows the number of scheduling opportunities generated per location.

Why it matters
Indicates demand levels and effectiveness of answering scheduling-related calls.

How practices use it

• Compare performance between clinics

• Determine opportunity volume per region

• Assess impact of local marketing efforts

New Patient Win Rate by Location

What it means
Percentage of new patient opportunities successfully converted into booked appointments at each location.

Why it matters
Highlights how well each clinic converts new patient calls into revenue.

How practices use it

• Identify conversion strengths/weaknesses

• Improve new patient handling scripts

• Adjust training to reduce lost opportunities

Existing Patient Win Rate by Location

What it means
Percentage of existing patient opportunities converted into bookings at each location.

Why it matters
Shows how efficiently returning patients are handled.

How practices use it

• Compare follow-up performance by location

• Identify operational gaps for existing patients

• Improve scheduling consistency

Scheduling Calls Breakdown by Location

What it means
Breaks down how many scheduling calls were received, how many were booked, and the performance of:

• Incoming scheduling calls

• Outgoing scheduling calls

• Booking percentages for each direction

Why it matters
Provides a detailed view of scheduling efficiency per location.

How practices use it

• Compare booking strength between incoming vs outgoing calls

• Identify underperforming scheduling workflows

• Improve time allocation to scheduling efforts

Unhappy Customers by Location

What it means
Percentage of unhappy sentiment calls at each location.

Why it matters
Shows which locations struggle with communication or service experience.

How practices use it

• Flag offices needing customer service training

• Compare sentiment trends

• Improve patient experience based on regional insights

Overall Call Score by Location

What it means
Average call score across all scored calls for each individual location.

Why it matters
Reveals call-handling quality differences across offices.

How practices use it

• Benchmark performance between locations

• Evaluate training needs

• Identify high-performing locations

Task Completion by Location

What it means
Percentage of auto-created tasks completed at each location.

Why it matters
Reflects follow-through consistency and operational health per clinic.

How practices use it

• Identify backlogs at specific locations

• Ensure patients receive timely follow-ups

• Improve workload distribution

🌟 Best Practices for Location Analytics

1. Compare call volumes weekly to identify staffing needs.

If one location handles significantly more calls, evaluate whether they need increased phone coverage.

2. Monitor missed calls by location daily.

High missed call rates often signal:

• Understaffing

• Inefficient call routing

• Operational bottlenecks

3. Use booking rates to guide training focus.

If one location has low new or existing patient win rates, introduce targeted coaching.

4. Analyze customer sentiment across locations.

Sentiment trends highlight communication gaps and patient experience issues.

5. Track scheduling call breakdowns to improve appointment flow.

Look for patterns like:

• Strong incoming scheduling performance

• Weak outbound follow-ups

• Conversion inconsistencies

6. Evaluate overall call score to ensure consistency across locations.

Large gaps may mean one location follows scripts and processes better.

7. Use task completion comparisons to manage follow-up discipline.

A location with low task completion may need better workflow management or staffing adjustments.

8. Review insights monthly for operational planning.

Combine call volume, opportunities, sentiment, and task completion to guide:

• Staffing allocations

• Training programs

• Marketing efforts

9. Align location performance with business goals.

Use conversion and sentiment metrics to ensure each clinic supports overall organizational growth.

10. Encourage transparency and healthy competition across clinics.

Share dashboards in team meetings to improve accountability and motivate performance improvements.