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Using Phone Analytics
Read moreMake 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 - 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:
- Caller number: phone number of the calling party
- Called number: phone number of the called party
- 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
- Source type: Identifies the caller as a "Current Patient" or "Unknown" in the management system
- Date & time of the call: When the call was initiated in the local timezone of the location
- Location Name
- Patient ID: The value from the location's management software. Weave may attach a prefix to the ID (ex. 1_19260)
- Patient Name
- 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 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.)
- 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
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 CSV Report
Keep your phone analytics to share by downloading a CSV of the data with the filters you’ve applied.
Note: The timezone of the CSV data will be Greenwich Mean Time when downloaded to your computer.
- Click Export CSV
- Find the document in your downloaded files
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Call Analytics in the Desktop App
Read moreWeave Call Analytics allows you to see the following data from your office:
- Call volume
- Missed call data
- Call tracking
To access Call Analytics:
- Click
Analytics
- Select
Phone
From here, you can use the
Calendar icon in the top right corner to filter the data by day, week, month, or a custom start and end date.
Use the
dropdowns below the Incoming Calls section to see more information about your calls.
- Select
- Click Call Records
Use the
Filter icon in the top right corner to see data for a specific phone or range of dates. You can also select the Export button to download the Call Records report of a day or month.
Tip: Based on your practice management system and Weave package you may have access to additional recall reminders and recall analytics.
Note: To access Phone Analytics for a multi-location account, see this article.
Watch the video below to get an overview of phone call analytics.
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Recall Analytics
Read moreIf you are taking advantage of Weave’s Automated Recall Reminders then you will also have access to Recall Analytics that are found in your Weave Analytics App.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.Watch this short video to see how to make the most of these!
Tip: Check out Set Up Recall Reminders to learn how to set up your automated recall reminders.
Note: If you are using Weave Unify for multi-office location, you can filter your analytics results by logging in to the parent account.
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Using Practice Analytics
Read morePractice analytics will give you real-time actionable data built into your communication platform to help drive practice growth, team performance, and daily production.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.Additional practice analytics can help you:
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Understand the health of your practice
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Identify patients slipping through the cracks
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Increase practice production
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Provide actionable data to team members
Practice analytics overview
Download your data
You can download your analytics data by clicking on the
Download icon in the upper right hand corner of your analytics screens. The data will download in a CSV file (this is a type of excel document).Tip: Use the CSV to target specific customers in your Weave email marketing campaigns.
Filter date range
- Click the
Calendar icon in the upper-right hand corner - You have the option of viewing the analytics by a customized date range or by a selected month
- The green circle with a white checkmark will appear next to the selected date range
View trends
Trends allow your office to take a deeper dive into each analytic individually. Click the trend icon in the desired analytic to see the number of patients or production from when you started using Weave's practice analytics until now.
Tip: See Practice Analytics Definitions for a break down of each section of practice analytics and what the terms mean.
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Practice Analytics Mini-Webinar
Read moreJoin us for our Practice Analytics On Demand Webinar. We will be helping you learn how to use Practice Analytics so you can start making the most of this product right away!
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.Practice Analytics Mini-Webinar | 6 min
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Practice Analytics Definitions
Read moreThere is a lot of information available to you in Weave Practice Analytics, so let's break down what each section is and how it is defined.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.Active Patients
Patients are defined as Active Patients when they:
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Are marked Active in your practice management software
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Have completed an appointment in the last 18 months
Clicking into Active Patients will allow you to view your active patients by age, gender, or insurance. Click on the desired age/gender, or insurance metric to view the list of patients that you can then contact with the click of a button.Note: Active Patients will increase as you bring new patients into your practice or as you reschedule and see patients that haven’t been in the office in the last 18 months. Active patients will decrease as you mark patients as “Inactive, Archived, Deceased, etc” in you practice management software or if patients fall into the category of not being seen in 18 months.
Active Patients Scheduled
Active Patients Scheduled is the percentage of your Active Patients that have a future appointment scheduled.
- Benchmark percentages are based on other Weave offices.
- Offices attaining 85%+ scheduled percentage will see faster practice growth and less patient attrition.
Tip: The appointment type or procedure code that is attached the appointment will not impact your scheduled percentage.
Tip: To increase your Scheduled Percentage, follow the steps below
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Turn Recall Reminders and Appointment Reminders on in Weave
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Schedule all patients before they leave the office
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Find unscheduled patients in New Patients, Hygiene Reappointment, Restorative Treatment Plan, Hygiene Treatment Plans, and Cancelations in each metrics drill-downs (see visual below)
Take a deeper dive into your practice and patients by clicking clicking into Active Patients Scheduled. Doing this will show you your unscheduled patients, bucketed by their due date and last appointment date.
You can also filter by All Hygiene Patients or Perio Only Patients. Select the desired patient to contact them through
Call, 
Text, 
Email, or sending a 
Text to Pay request. Recaptured
There are three important terms in this section:
- Recaptured - patients not seen today but rescheduled by phone, text, or email through the efforts of your front desk and Weave
- Recaptured Production - Production dollars scheduled based on procedure codes that were attached to the future appointment and your fee schedule, this is not an estimate
- Lead Time - How far out your front office is scheduling patients (The average time between when each patient was scheduled and their appointment date)
New Patients
There are three important terms in this section:- New Patients - patients that have not received any prior services from your office. A person is considered a new patient after their first appointment has been completed.
- Completed Production - production that was completed from new patients first appointment.
- New Patients Unschedule - Number of your new patients that have not rescheduled a future appointment.
Hygiene Reappointment
The hygiene reappointment percentage is the patients seen in hygiene during the period and scheduled their next hygiene appointment that same day. Benchmark percentages are based on other Weave offices.
Hygiene Patients Seen - appointments with the following procedure attached:
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- D1110 - Adult Prophy
- D1120 - Child Prophy
- D4341 - SRP 4+Teeth
- D4342-SRP 1-3 Teeth
- D4910 - Perio Maintenance
Not Yet Rescheduled - Patients seen in hygiene and have not yet scheduled their next hygiene appointment.
Note: We classify hygiene appointments based on the ADA procedure codes attached on the appointments. If your office is not attaching procedure codes to the future appointment, we will not be able to say if that patient was rescheduled specifically for a hygiene appointment and it may show up as 0%. Be sure to attach those procedure codes!
Restorative and Hygiene Treatment Plan
Restorative Treatment Plan Hygiene Treatment Plan This section looks at patients diagnosed and ADA procedure codes that do not include:
- Diagnostic Procedures
- Preventative Procedures
- Non-Clinical Procedures
- Periodontal Procedures
This section is focused on patients diagnosed with hygiene ADA procedure codes including:
- Fluoride
- Sealants
- Whitening
- Scaling and root planing
- Scaling and debridement
- Gingival irrigation
In both these sections, the following 5 definitions are important to consider:
1. Patients Diagnosed % - The number of patients diagnosed with restorative treatment during an exam divided by the number of patients who completed an exam in the same period
2. Patients Diagnosed - The number of patients diagnosed with restorative treatment in the period
3. Patients Accepted % - The number of patients that accepted (scheduled or completed) restorative treatment divided by the number of patients diagnosed in the designated period
Tip: If a patient was diagnosed with multiple procedures and scheduled/completed at least one of those procedures, the patient would count as an accepted patient.
4. Patients Accepted - The number of patients that accepted (scheduled or completed) restorative treatment in the period
5. Unscheduled Treatment - the total of all unscheduled restorative procedures from diagnosed patients in the period
Cancellations
Ensure that you are following your Practice Management Software’s guide to cancelling appointments. Benchmark percentages are based on other Weave offices.
There are 3 key definitions for Cancellations:
1. Cancelled Patients - Patients that cancel or do not show up to the appointment
2. Remaining Unscheduled - The patients that have not yet rescheduled their appointment
3. Unscheduled Opportunity - The production dollars available from patients that have not rescheduled
Tip: This amount is calculated based on the procedure codes attached to the appointment and your fee schedule when the appointment was broken. This is not an estimate.
When an appointment is cancelled and you break the appointment, Weave logs the procedure codes that were on the broken appointment. A patients appointment is considered rescheduled when at least one of the procedure codes on the broken appointment is rescheduled in the future.
Cancellations and Open Dental
Note: If your office is using Open Dental it is critical that you are following Open Dental's process for cancelling an appointment.
Ensure your office is breaking the Appointment and not deleting the appointment when a patient cancels. Cancellations in Weave are based on the ADA procedure codes being attached to the cancelled appointment (D9986-Missed and D9987-Cancelled). You can do this manually, but we recommend automating the ADA code being attached when you break the appointment.
You can do this by ensuring the Broken Appointment Procedure Types in Open Dental are turned to both inside the Appointment Module Preferences.
Find more information with these Open Dental resources:
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