This metric counts the number of unique phone numbers that attempted to call your practice but were not answered during the selected date range. Each phone number is counted once even if the caller tried multiple times.

Unique Missed Calls shows the true volume of different patients your practice missed — not just total call attempts. It helps you distinguish between repeat callers and the number of distinct individuals trying to reach the office.

• Understand the scale of missed demand.
• Identify staffing or routing issues causing missed callers.
• Spot timing patterns (e.g., peaks at lunch or after-hours).

If one patient calls 4 times and another patient calls once, Unique Missed Calls = 2, not 5.

These are unique missed callers who have not received any callback attempt from your practice and have not subsequently called again and been answered. In short — they have received no response.

This is the most time-sensitive KPI. It represents callers who are at the highest risk of going to a competitor because they never heard back from the practice.

• Prioritize real-time callbacks to reduce lost opportunities.
• Assign ownership for monitoring missed calls during business hours.
• Identify breakdowns in front-desk workflows or staffing gaps.

A patient calls at 9:00 AM and nobody attempts a callback — the entry remains in this KPI until a callback is made.​​​​​

These are unique missed callers where the practice attempted a callback, but no successful two-way conversation occurred (e.g., the call went to voicemail, patient didn't pick up, invalid number).

This KPI measures follow-up effectiveness, not just activity. A high value can indicate poor timing, insufficient follow-up attempts, screening of unknown numbers, or outdated contact information.

• Schedule additional callback attempts (second/third tries).
• Adjust calling windows (early morning, lunch, evening) based on connection success.
• Try alternate numbers listed on the patient record.
• Improve scripts and caller ID handling to reduce screening.

Staff calls twice and reaches voicemail both times — Returned? = Yes, Connected? = No. The entry remains in this KPI until a live conversation occurs.

The number of missed callers who, after being contacted, engaged in a scheduling conversation — even if an appointment was not finalized at that time. This captures interest and intent that could convert into bookings.

Scheduling Opportunities indicate early-funnel demand that would have been lost without the callback. They show how effectively callbacks are creating possible appointments.

• Measure how returned calls translate into potential appointments.
• Refine callback scripts to better capture booking interest.
• Forecast future scheduling needs and production.

A patient asks about available times for a cleaning and says they will check their calendar — this is counted as a Scheduling Opportunity.

The number of confirmed appointments that were scheduled as a direct result of returning missed calls. This is the final conversion metric in the missed-call funnel.

Appointments Booked reflects the real business impact of your callback process — how many missed callers were converted into scheduled patients and potential production.

• Track conversion rate from missed calls to booked appointments.
• Coach staff on effective booking and confirmation techniques.
• Assess how missed-call recovery contributes to monthly production.

A missed caller is contacted and books a crown consultation — Appointments Booked increases by 1.