Weave Analytics Practice Analytics
  • 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: Totally 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 save time, increase revenue, and provide excellent customer service. Call Intelligence uses AI to analyze and summarize recorded office calls, identifying potential missed revenue opportunities and insights into customer sentiment.

    You will need the user role of Super Admin or Advance Team Member to access this feature. See your role.

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

    How Call Intelligence Helps You

    • Analyzes all recorded calls
    • Provides a summary of the call
    • Provides full transcripts of recorded calls
    • Identifies if an appointment was requested on the call
    • Identifies if an appointment was scheduled or there was a missed opportunity
    • Categorizes all calls into useful categories (ex. Billing, Cancellation, Complaint, New Patient, Pricing)
    • Provides insight into customer sentiment

    Access Call Intelligence

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

    View Your Analytics

    You can view your data in three different ways by using the tabs at the top of the page: Overview, View by Location, and All Call Recordings.

    In Overview, you’ll see a snapshot of how many calls were analyzed, if scheduling opportunities were available, calls by category and appointment type, and customer sentiment.

    Click on the bar representing the data in each graph to see more information and all calls contributing to that category.

    By clicking on View by Location (for multi-location accounts), you’ll see the information separated by location. Here you can select all locations or choose which locations you’d like to compare.

    All Call Recordings breaks down the details of the call, allowing you can get into the specifics. Quickly identify if a scheduling opportunity was present on the call and if the call ended in an appointment being made. You’ll also see customer sentiment, category, and appointment type.

    Click on the Page.svg Page icon on the far right of a call to see the Key Takeaways, which includes a summary and full transcript of the call.

    Clicking on the Filter-Alt.svg Filter icon allows you to choose what data is displayed in the graph and choose the date range you’d like to view.

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

    Tip: Let us know how you like the product by clicking 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 to access this feature. See your role.

    Overview

    To access messaging 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. 

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