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Analytics

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Weave Analytics Practice Analytics

  • Using Messaging Analytics

    Ensure customer messages 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 to access this feature. See your role.

    Overview

    To access phone analytics: 

    1. Sign into the Weave Portal
    2. Select Analytics.svg Analytics from the left navigation menu
    3. Click Messaging
    4. 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

    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 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: 

    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

    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

    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 in the desktop app:

    1. Click Blue_Analytics.svg Analytics on the home page
    2. Select Auto Recall

    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

    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. 

    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. 

    Read more