Introducing “Averages”, our awesome new reporting tool!

What can I do with the 'averages' reporting tool?

'Averages' is defined as the typical number of calls, missed calls, answer rate, etc your clinic experiences on a given day of the week (e.g. Monday's) and by hour of day (open vs closed hours).

As you know, the ‘Vitals’ report shows your phone metrics and performance for a particular hour, day, week, and month.

The new ‘Averages’ report allows you to see, for a particular day of the week,

• the open hour(s) that typically have the most number of calls
• the open hour(s) you are typically missing the most number of calls or have the lowest answer rate
• if you need to open the front desk earlier (or keep it open one more hour later) because you are historically missing a lot of calls during those closed hours

For example, if you knew, on average, that you were missing 10 calls every Monday from 12pm – 1pm due to front desk lunch break, that is 40 calls per month going unanswered. If 10% of those calls are new patients, that’s 4 new patients (or $2000 in revenue assuming $500 per new patient) that typically call during that hour and hit voicemail.

With this new average phone performance report you can confidently make change in your front desk coverage in order to ensure you are answering 90% of the calls and booking at least 8 out 10 new patient callers.

Today we provide an update on what the new Averages reporting tool

What types of front desk coverage changes has Callhero customers made using this report?

• Have the front desk start an hour before the clinic opens for specific day(s) of the week
• Have the front desk cover the phones an hour or two after the clinic closes for a specific day(s) of the week
• Have the front desk answer the phones on Saturday and/or Sunday mornings even if the clinic is closed
• Stagger front desk lunch and break coverage
• Add extra front desk coverage (e.g. office manager jumps in) during the typically busiest hour(s) for a particular day
• Make sure your “superstar” front desk person is scheduled during the busiest hour(s) for a given day of the week

How to use the new 'Averages' reporting tool

1. Click the ‘Reports’ link in the sidebar of the CallHero app as you normally would to see the main reporting tool
2. You will notice the top navigation bar now has two links: Vitals and Averages. By default you will be taken to the ‘Vitals’ reporting tool:
   
   
   
   
3. Click oning the ‘Averages’ link next to it, you will be taken to the  brand new reporting tool
   

By default, you will see your average phone performance metrics  for a particular day of the week and by hour of day over the last two weeks. If you’d like to see the averages for a long period of time, simply adjust the date fields at the top of the page and set it to any date range.

As with the ‘Vitals’ report there is a convenient button at the top right of the chart to filter your data for ‘all hours’ or ‘open hours only’:

Underneath the main buttons at the top we have included a brief explanation of the selections you have made so that you always know exactly what data you’re looking at:

Also like the ‘Vitals’ report, this new report comes with built-in drill-down capability, so that when you click a day of week (Thursday) in this example:

The report will update to show you the phone metric averages of all the open hours on Thursday's for the time range you’ve selected, like this: