Weave Analytics Practice Analytics
  • Analytics in the Weave App

    Get a general idea of how your practice is doing or dive in to each type of analytics with the Weave app.

    Learn how to access the Weave app (beta).

    To get started, click the Analytics.svg Analytics icon in the left navigation of the Weave app.

    The default page is the Overview. Click Show More on any of the charts to see more information about the data. Use the Select Time Period dropdown in the top right corner to filter the data to different time periods.

    In the left navigation, click the Analytics types to see more information.

    Read more
  • Using Appointment Analytics

    Make informed decisions about how your office keeps your schedule full by reviewing data on the number of appointments, the type of patients making appointments, the status of your appointments, and more.

    To access appointment analytics:

    Weave Portal

    1. Sign in to the Weave Portal
    2. Select Analytics.svg Analytics from the left navigation menu
    3. Click Appointment
    4. Use the buttons in the top right corner to choose either the Table or Charts view

    Use the Filter-Alt.svg Filter icon in the top right corner to change the time period.

    See all the following information for your office in each view:

    Charts Table
    • All Appointments Count: Total appointments per day
    • Appointment Status Count - PMS: Statuses of the appointments according to your system of record per day
    • Appointment Status Count - Weave: Statuses of the appointments according to Weave per day
    • Patient Type: The patient type for scheduled appointments each day
    Read more
  • Call Intelligence

    Get started with Call Intelligence to identify and convert missed revenue opportunities, improve the quality of service delivered to patients, identify key areas of customer demand, and more. Call Intelligence uses AI to analyze recorded phone conversations and deliver actionable insights that help you unlock increased revenue and improved operational efficiency.

    You will need the user role of Super Admin or Data Analyst to access Call Intelligence. See your role.

    Want Call Intelligence for your office? Schedule a Demo. This feature is only available for dental offices.

    What does Call Intelligence do?

    Call Intelligence analyzes all incoming and outgoing answered calls for your office locations (missed calls and voicemails are not analyzed) and generates the following information:

    • A full transcript of the conversation
    • An AI-generated summary of the conversation
    • Scheduling Opportunity: Identifies whether the patient called with the intent to book an appointment (yes/no). Yes indicates that the call is a revenue opportunity
    • Scheduling Outcome: identifies if an appointment was scheduled during the call (scheduled / unscheduled). Unscheduled outcomes are missed revenue opportunities
    • Call Category: Identifies what the call was about. A call can be classified with multiple categories.
    • Appointment Type: Identifies the appointment type(s) mentioned during the call. There can be multiple appointment types mentioned in a single call.
    • Customer Sentiment: Identifies the sentiment of the patient during the conversation (happy/neutral/unhappy) based on the transcript of the conversation
    • Call Details: Provides details such as date & time of call, office location called from (or into), name of the staff member, and office phone number associated with the call
    • Contact Type: Identifies whether the patient calling in (or being called) is a “New Patient”, “Existing Patient”, or “Not a Patient”. If at the time of the call the patient has not yet completed their first appointment with the office, regardless of whether their contact details are saved or not, they are classified as a new patient. Vendors are usually classified as “Not a Patient”
    • Call Direction: Identifies whether a call is inbound (patient calling the office) or outbound (vice versa).

    Note: Outbound calls from your office that go to voicemail are not included in the analytics. Office User (name of staff member associated with the call) will only work when any particular office phone has been synced with your Weave app. Learn how to pair your device.

    Access Call Intelligence

    Weave Portal Weave App (beta)
    1. Within the Weave Portal, select Analytics from the left navigation
    2. Click Call Intelligence from the dropdown

    You will be redirected to the Weave app (beta).

    View Your Insights

    You can view your data and insights in several ways by using the Overview and All Call Recordings tabs at the top.

    Overview

    The Overview section allows you to view of insights for call recordings including the total number of (answered) calls analyzed by the AI, opportunity conversion rate, and the total number of unscheduled opportunities. Use the Time Period, Contact Type (New/Existing Patient/Not a Patient), and Location quick filters at the top of the page to narrow the insights.

    You can see the total analyzed calls broken down by Call Categories, Appointment Types, and Customer Sentiment. Click on any bar in the chart to see a page specific to that segment (for example Scheduling category, or Unhappy sentiment) where you can view detailed information on calls belonging to that segment.

    If you are on Unify, click Explore Location Data button at the top right to compare data across your locations. Click Compare Data Between Locations to see a side-by-side comparison of all stats for your selected locations. Select Compare Data Within Locations to see all stats stacked up against each other in one view, for each location.

    All Call Recordings

    All Call Recordings lets you view the details of all analyzed calls and filter this list according to any desired criteria. Filter calls by Location, Time Period, Contact Type, and Scheduling Outcome using the quick filters at the top. Click the Filter-Alt.svg Advanced Filter icon to see additional options to filter calls by call direction, office user, scheduling opportunity, customer sentiment, call category, appointment type, and office number. You can also choose to hide calls with no analysis.

    With the Columns.svg Column icon you can show or hide columns and adjust their order to customize your view.

    Click on the Page.svg Page icon on the far right of a row in the call table to see the Call Takeaways. This includes the patient name and/or phone number (the Phone Outgoing.svg Outbound Call icon indicates that it was an outgoing call from the office), and three sections - Summary, Call Analysis, and Call Details. 

    • Summary: Contains the name of the office user associated with the call, the call recording, the AI-generated summary of the conversation, and the word-for-word transcript
    • Call Analysis: Shows you all the AI-generated outputs
    • Call details: Tells you the location, date/time, office user name, and office number associated with the call

    If the call was too short or the audio quality was too low, the Call Takeways button will be yellow, indicating low confidence in the AI outputs. Make sure to review the call recording in these cases and not rely on the AI outputs.

    If you feel that one or more of the AI outputs are incorrect, click the Thumbs-down icon at the bottom of the tray beside “Are the takeaways of this call accurate?”

    Tip: Let us know how you like the product by clicking Star.svg Submit Feedback in the top right corner.

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  • Using Messaging Analytics

    Ensure customers are being answered by using analytics to understand when messages are most likely to be received, what type of messages are being sent, and how many patients or non-patients are messaging your office.

    You must have the user role of Super Admin or Data Analyst to access this feature. See your role.

    Overview

    To access messaging analytics: 

    Weave Portal Weave App (beta)
    1. Sign into the Weave Portal
    2. Select Analytics.svg Analytics from the left navigation menu
    3. Click Messaging

    You will be redirected to the Weave app (beta).

    Use the buttons in the top right corner to choose either the Table or Charts view

    Each view contains different information:

    Table View Charts View

    Here you can see the following information for each call to your office:

    • Location: Name of the location
    • Sender Number: Number of the sender. It can be both office or contact
    • Receiver Number: Name of the receiver. It can be both office or contact
    • SMS Type: Direction of the message. Incoming vs Outgoing
    • Message Category: Category of the message sent or received. Incoming messages have are marked as “NA” 
    • Source Type: Phone numbers present in your management system are marked as “Current Patient.” Others are “Unknown”
    • Sender Name: Name of the sender. It can be either office or contact depending upon the direction of the message
    • Receiver Name: Name of the receiver. It can be either office or contact depending upon the direction of the message
    • Patient Name: Name of the patient stored in your management system
    • Status: Current status of the message. (This can change over time)
    • Status Details: Error status or reason when a message fails
    • Content Type: Tells whether the message is SMS or MMS
    • Message Created By: Weave user who created the message in the office
    • Date/Time: Date and time when the message was created. (The location's local time zone)
    • Message Details: Exact message which was sent or received. Hover over to view the entire message

    Using Filters

    Weave Portal Weave App (beta)

    At the top of each view, you can use the following dropdown filters to narrow the messaging 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 messaging analytics by downloading a CSV of the data with the filters you’ve applied.

    CSV PDF
    1. Choose Table View
    2. Click on the Download.svg Download icon in the top right corner of the page
    3. Find the document in your downloaded files 

    Read more
  • Using Phone Analytics

    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: 

    Weave Portal Weave App (beta)
    1. Sign into the Weave Portal
    2. Select Analytics.svg Analytics from the left navigation menu, then Phone
    3. Use the buttons in the top right corner to choose either the Table or Charts view

    You will be redirected to the Weave app (beta).

    Each view contains different information:

    Table View Charts View

    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

    Using Filters

    Weave Portal Weave App (beta)

    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.

    CSV PDF
    1. Choose Table View
    2. Click on the Download.svg Download icon in the top right corner of the page
    3. Find the document in your downloaded files 

    Read more
  • Recall Analytics

    If you are taking advantage of Weave’s Automated Recall Reminders, you also have access to Recall Analytics, which allows you to identify how patients have responded to your recall reminder or identify outdated contact information.

    The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.

    To find Recall Analytics:

    Legacy Desktop App Weave App (beta)
    1. Click Blue_Analytics.svg Analytics on the home page
    2. Select Auto Recall

    Click on one of the numbered circle graphs to see a list view of the data. Each list shows the name of the patient, the type of message that was sent (email or text), and the date the patient was last contacted. 

    Click the date at the top of the Not Scheduled, Not Received, or Scheduled pages to change the date range you are seeing. 

    The information appears both in the graph and list view on the page. Use the Filter-Alt.svg filter icon in the top right to select a different time period.

    Within the report, you can see: 

    • Not Scheduled: Patients who received the message but did not schedule an appointment
    • Not Received: Patients who did not receive the message because the contact information was outdated
    • Scheduled: Patients who scheduled an appointment after receiving the message

    Tip: In order to use Recall Analytics, Set Up Recall Reminders.

    Note: If you are using Weave Unify for multi-location offices, you can filter your analytics results by location by logging into the parent account. 

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