Make sure your phone calls are being answered by using analytics to understand when calls are most likely to be missed, what locations tend to miss more calls, and how much time your team members are spending on the phone.
You must have the user role of Super Admin to access this feature. See your role.
Overview
To access phone analytics:
- Sign into the Weave Portal
- Select
Analytics from the left navigation menu, then Phone
- Use the buttons in the top right corner to choose either the Table or Charts view
Each view contains different information:
Here you can see the following information for each call to your office:
- Location Name
-
Contact Type: Offers information about the call and appointment history with the calling number. They will be labeled with the following categories:
- New Caller: No previous call or appointment history exists with this phone number
- Repeated Caller: More than one call, but no appointment exists with this phone number
- Existing Patient: A previous appointment, but no future appointments exists with this phone number
- Retained Patient: The phone number is associated with both a past and future appointment
- New Patient: The phone number is associated with only a future appointment
- Patient Name
- Source type: Identifies the caller as a "Current Patient" or "Unknown" in the management system
- Calling number: phone number of the calling party
- Called number: phone number of the called party
- Call Recording (if available)
- Office User: the user at the location who picked up or dialed the number. The office needs to link their desk phone through the Weave Desktop App sign-in page
- Call Type: Whether the call is outgoing or incoming
- Date & time of the call: When the call was initiated in the local timezone of the location
- Patient ID: The value from the location's management software. Weave may attach a prefix to the ID (ex. 1_19260)
-
Result: whether an incoming call was:
- Answered
- Missed (Incoming call went to voicemail during office hours)
- Missed-Closed Hours (after the office hours set in Weave, including lunch breaks)
- Abandoned (incoming call was disconnected by the caller before being picked up or going to voicemail)
-
Action: last action that was taken in the call. This can include:
- Answered (inbound & outbound calls)
- Abandoned (incoming call was disconnected by the caller before being picked up or going to voicemail)
- Forwarded
- Voicemail (Result will show missed call)
- Blank field (If outbound call was abandoned)
- Duration: total time of the call including ring duration in seconds
- Call ID number: unique identifier of a call record
The bar charts in the Charts tab show:
Call Analytics
- Call Answer Rate: Percentage of total incoming calls answered
- Total Call Volume: Total number of incoming and outgoing calls
- Incoming Call Breakdown: Shows the end result of incoming calls (ex. answered, voicemail, etc.)
- Hourly Insights: The hour-wise spread of call volume during the day. Data is grouped as per the local time at the location when the call occurred
Durations Analytics
- Total Call Duration: Total duration of incoming and outgoing calls
- Patient vs. Unknown: Total duration office spent talking to patients vs. unknown phone numbers
- Average Call Duration - Incoming vs. Outgoing: Average duration of the incoming vs. outgoing calls
- Average Call Duration - Incoming: Average time on answered, missed, or abandoned calls
- Long Duration Calls: Number of calls with duration greater than 10 minutes
Using Filters
At the top of each view, you can use the following dropdown filters to narrow the phone data:
- Location
- Time period: yesterday, last 7 days, or last 14 days
- Specific time period: choose a start and end date
Download Report
Keep your phone analytics to share by downloading a CSV or PDF of the data with the filters you’ve applied.
Note: The timezone of the CSV or PDF data will be Greenwich Mean Time when downloaded to your computer.
- Choose Table View
- Click on the
Download icon in the top right corner of the page
- Find the document in your downloaded files
- Choose Charts View
- Click on the
- Find the document in your downloaded files