Introduction to VoiceStack Admin Application

Module: Admin Application

VoiceStack is an intelligent communication platform that helps healthcare practices streamline patient engagement across calls and messages. It brings together AI-powered analytics, call scoring, agent performance tracking, and conversation insights in a single, easy-to-use dashboard. 

The Admin App acts as a centralised control hub for supervisors, managers, and analysts. It enables teams to review communication data, monitor sentiment, coach agents, and optimise workflows, ultimately improving both patient experience and staff productivity.

Access to Admin Application

• Access to the Admin App requires valid organisational credentials. 

• Users are granted role-based access to view, analyse, or manage communication data based on their team or department.

Overview of Navigation Pane

The navigation menu enables users to easily navigate between the core sections of the Admin App. Here's a brief overview of each tab:

1. Activity 📌

The Activity module provides a chronological feed of all recent patient interactions—calls (inbound/ outbound/ missed), voicemails, and to-do items—enhanced with AI-generated summaries.

Key Elements:

• Call Types: Inbound, Outbound, Missed
• IQ Summary: AI-powered summary with patient concerns, intent, and call outcome
• Call Purpose and Outcome: Automatically tagged (e.g., New Appointment Booking, Patient Recall)
• Action Buttons: Follow-up options like “Send appointment confirmation message,” “Add anxiety note,” etc.

Best Practices:

• Use filters to prioritise calls requiring immediate action (e.g., “Pending Agent Action”).
• Review IQ summaries to reduce time spent listening to entire recordings.
• Use call purpose tags for weekly trend analysis on patient needs.

Benefits:

• Empowers agents to follow up with full context.
• Improves task resolution speed and accuracy.
• Reduces supervisor effort with AI-generated insights.

Use Case Example:

A patient calls to reschedule an appointment and expresses anxiety. The agent books a new date and adds an anxiety note, ensuring the care team is prepared. The system automatically logs this for visibility across departments.

2. Call Analytics 📌

View visualised analytics of all inbound and outbound calls, including duration, volume, and agent-wise stats.

• Helps identify call trends and traffic peaks.
• Useful for performance monitoring and scheduling optimisation.
• Best Practice: Review this daily to ensure consistent call handling efficiency.

Key Elements:

• Call volume trends
• Agent performance metrics
• Call duration heatmaps

Best Practices:

• Track high-volume hours to plan staffing.
• Monitor agent averages for productivity coaching.

Benefits:

• Optimises workforce planning.
• Enhances call handling performance.

Use Case Example:

Noticing a call surge post-lunch, the admin adjusts agent shifts, reducing missed calls by 30%.

3. Missed Calls 📌

The Missed Calls help administrators ensure that all unanswered patient calls are followed up on by agents on time.

Key Elements:

• Missed Calls Drilldown: You can view Total Unique Missed Calls, Staff Called Back, Patient Called Again, Unresponded, Ignored, Responded Manually, and other stats.
• Staff Performance Tab: You can view agents and stats regarding their performance.
• Filters: You can filter the data based on the location, missed call type, SVM, and date range. 

Best Practices:

• Set clear expectations for agents on callback timelines.
• Review missed calls regularly and assign follow-ups where needed.
• Monitor patterns (e.g., time of day, location) to identify gaps.

Benefits:

• Reduces missed patient opportunities.
• Ensures accountability across agent teams.
• Improves overall patient responsiveness.

Use Case Example:

An admin reviews missed calls from the previous day and assigns callbacks to agents, ensuring all patients are contacted within the time limit to ensure patient satisfaction.

4. Message Analytics 📌

Analyse message volume, response time, and keyword trends across text-based interactions.

• Offers insight into message responsiveness and missed engagement.
• Helps track bulk campaigns or recurring patient queries.
• Best Practice: Use filters to zero in on missed messages and patient sentiment patterns.

Key Elements:

• Text volume by channel
• Sentiment breakdown
• Common keywords and delays

Best Practices:

• Investigate negative sentiment spikes.
• Prioritise unanswered messages.

Benefits:

• Improves patient engagement quality.
• Speeds up message response workflows.

Use Case Example:

Keyword analysis reveals recurring billing confusion. FAQs are updated and agent scripts revised.

5. Conversation AI 📌

Leverage AI to detect patient intents, emotions, and FAQs in calls/messages.

• Automates tagging of topics like appointment booking or complaints.
• Reveals training gaps by surfacing misunderstood queries.
• Best Practice: Review flagged conversations weekly to improve scripts and agent readiness.

Key Elements:

• Call intents
• Emotion detection
• Topic clustering

Best Practices:

• Use emotion scores to identify frustrated patients.
• Group topics to detect systemic issues.

Benefits:

• Sharpens training with real examples.
• Identifies experience bottlenecks.

Use Case Example:

Topic clustering highlights appointment confusion. A script and scheduling flow are restructured.

6. Bot-Assisted Calls 📌

The Bot-Assisted Calls allow administrators to monitor how the AI assistant supports or handles patient calls alongside agents.

Key Elements:

• Call List and Details: Displays calls handled partially or fully by the bot
• Call Categorisations: The calls are categorised into Follow-Up Needed, Bot Self-Served, and Transferred to Agent. 
• Open and Closed Follow-ups: View the calls that are open and closed based on the follow-up. 
• Reviewed and Pending Bot Self-Served Calls: You can view bot self-served calls, which are reviewed and which are pending to be reviewed. 

Best Practices:

• Audit bot interactions to ensure accurate handling before agent involvement.
• Identify where agents frequently take over and refine workflows.
• Use insights to reduce unnecessary transfers to agents.

Benefits:

• Improves efficiency by balancing automation and agent workload.
• Enhances consistency in patient interactions.
• Provides visibility into AI performance.

Use Case Example:

An admin notices that agents frequently take over calls from new patients. To reduce manual intervention, they update the bot workflow to handle new patient inquiries more effectively without requiring agent involvement.

7. Potential Opportunities 📌

AI identifies upsell or service opportunity moments from past conversations.

• Surfaces patients who may benefit from follow-ups.
• Flags unresolved requests that could lead to rebooking or service loss.
• Best Practice: Assign follow-up calls for every opportunity tagged to increase conversion.

Key Elements:

• Missed care/treatment suggestions
• Abandoned appointment leads

Best Practices:

• Follow up within 24 hours of flagged opportunities.
• Use opportunity tags to assign agents.

Benefits:

• Recovers lost revenue.
• Increases patient lifetime value.

Use Case Example:

A canceled implant consult is followed up within hours. The patient books again and treatment proceeds.

8. Call Logs 📌

Chronological list of all calls with access to recordings and transcripts.

• Enables quick search and playback for QA or audits.
• Includes call duration, sentiment, and timestamps.
• Best Practice: Bookmark important calls and regularly tag them for coaching.

Key Elements:

• Audio recordings
• Full transcripts
• Call sentiment and classification

Best Practices:

• Spot-check logs weekly for QA.
• Use tags to search quickly.

Benefits:

• Ensures compliance.
• Supports dispute resolution.

Use Case Example:

A patient disputes advice given. Reviewing the log confirms the agent followed protocol correctly.

9. Internal Calls 📌

View and track intra-office communication between staff.

• Promotes transparency and accountability in internal coordination.
• Helps assess teamwork and clarity in communication.
• Best Practice: Spot recurring internal call topics to streamline workflows.

Key Elements:

• Staff-to-staff call history
• Call notes

Best Practices:

• Review internal calls tied to escalations.

Benefits:

• Validates proper handover.
• Flag coordination gaps.

Use Case Example:

An agent misses a callback. The internal call shows it was escalated but not documented. Process updated.

10. Message Logs 📌

Detailed archive of all message interactions, synced with timestamps.

• Supports audit trails and sentiment review.
• Helps assess tone and follow-up effectiveness.
• Best Practice: Use this for dispute resolution or patient clarification requests.

Key Elements:

• Full SMS message trails
• Timestamps
• Delivery status

Best Practices:

• Confirm delivery of time-sensitive alerts.

Benefits:

• Tracks communication transparency.
• Audits message quality.

Use Case Example:

A patient claims no reminder was received. Logs show it failed delivery; alternative workflows are created.

11. Call Scoring 📌

Evaluate how well agents handled calls based on empathy, listening, and rapport.

• Includes auto and manual scores per agent.
• Enables performance coaching and tracking.
• Best Practice: Maintain a score calibration schedule for QA consistency.

Key Elements:

• Evaluation forms
• Score by dimension (e.g., tone, clarity, empathy)

Best Practices:

• Calibrate with examples during calibration sessions.
• Score random samples weekly.

Benefits:

• Drives consistent service quality.
• Helps identify coaching needs.

Use Case Example:

Low empathy scores prompt training. Afterward, scores improve by 20%.

12. Conversion Metrics 📌

The Conversion Metrics help administrators measure how effectively agents convert patient interactions into outcomes such as booked appointments.

Key Elements:

• Conversions: View the conversions by staff and by location. 
• Conversion Rate: Percentage of calls that result in a defined outcome
• Total Calls Analysed: The total number of calls reviewed by AI, including both booking and non-booking calls.
• New Opportunities: Total number of new patient opportunities detected by AI.
• Existing Opportunities: Total existing patient opportunities detected by AI.

Best Practices:

• Track conversion rates by agent to identify coaching opportunities.
• Focus on high-intent calls (e.g., new patient inquiries).
• Use trends to refine call handling guidelines for agents.

Benefits:

• Provides clear visibility into agent and location performance.
• Helps improve appointment booking rates.
• Supports targeted training and process improvements.

Use Case Example:

An admin identifies that certain agents have lower conversion rates for new patient calls and provides targeted coaching to improve booking outcomes.

13. Fax 📌

Monitor sent and received faxes with timestamps and status.

• Useful for practices that still rely on fax-based documentation.
• Includes retry options for failed faxes.
• Best Practice: Regularly archive critical patient communications.

Key Elements:

• Sent/received fax records
• Delivery status

Best Practices:

• Check status daily for urgent faxes.

Benefits:

• Tracks legal/treatment-related communication.

Use Case Example:

A referral is faxed. Status shows it failed. Resent the same day, avoiding delay.

14. To Do 📌

Assign and track internal tasks related to call outcomes or patient needs.

• Keeps staff accountable for follow-ups and pending actions.
• Includes deadlines and status filters.
• Best Practice: Review completed tasks weekly to ensure closure of all action items.

Key Elements:

• Follow-up action items
• Due dates and status

Best Practices:

• Check daily.
• Use notes to avoid context loss.

Benefits:

• Prevents dropped patient tasks.
• Keeps agent accountability.

Use Case Example:

An agent marks a task as done but no call is logged. Task audit corrects oversight.

15. Live Status 📌

Real-time dashboard of ongoing calls, agent availability, and live interactions.

• Helps supervisors manage call queues and shift allocation.
• Supports live interventions if needed.
• Best Practice: Monitor during peak hours for timely support to agents.

Key Elements:

• Real-time call activity
• Agent availability

Best Practices:

• Monitor during peak hours.

Benefits:

• Immediate call to the floor supervisor.

Use Case Example:

Supervisor sees 4 agents idle during rush. Promptly reassigns calls to reduce wait times.

16. Wall Board 📌

The Wall Board gives administrators a real-time view of call activity and agent availability.

Key Elements:

• Live Call Status: Inbound Calls, Waiting Now, Answered Calls, etc.
• Agent Status: Availability of agents
• Real-Time Updates: Metrics refresh continuously

Best Practices:

• Use the Wall Board to monitor agent workload during peak hours.
• Reassign or support agents when queues begin to build.
• Encourage agents to update their availability status accurately.

Benefits:

• Supports real-time decision-making.
• Helps balance workload across agents.
• Reduces patient wait times.

Use Case Example:

During a busy period, an admin monitors the Wall Board and redirects available agents to handle incoming calls, preventing long wait times.

17. Reports 📌

The Reports help supervisors track how agents spend their time, monitor productivity, and assess workload distribution.

Key Elements:

• Capacity Report: It provides detailed insights into how agents spend their time throughout their shifts.
• Export Options: Download reports for internal review
• Agent Activity and Status: It helps you access agent activity and status. 

Best Practices:

• Review reports regularly to track agent and team performance.
• Use reports to identify trends.
• Share insights with agents to support continuous improvement.

Benefits:

• Provides structured visibility into operations.
• Supports performance management and planning.
• Enables data-driven improvements.

Use Case Example:

An admin reviews a monthly report highlighting agent activity and performance, then shares insights with the team to improve response rates.

18. Contacts 📌

The Contacts feature centralises contact management for admins and enables agents to communicate efficiently with controlled access and quick actions.

Key Elements:

• Contact List: Centralised directory of contact records.

• Search and Filters: Quickly locate contacts.

• Group and Status: Group contacts based on a manageable category and block or unblock contacts. 

Best Practices:

• Ensure agents keep contact details updated after interactions.

• Encourage agents to review conversation history before calls.

• Organise contacts into manageable categories.

Benefits:

• Helps agents deliver more informed and consistent communication.

• Reduces time spent searching for contacts.

• Supports continuity.

Use Case Example:

An agent is on a call with a patient who has a billing question. Instead of placing the patient on a long hold, the agent quickly contacts the billing team through the Contacts to get the required information and resolve the query in real time.

19. Configuration 📌

Set up users, roles, call tags, and scoring parameters.

• Offers granular control over access, workflows, and automation settings.
• Essential for onboarding new agents and refining quality guidelines.
• Best Practice: Periodically audit roles and tag configurations for relevance and security.

Key Elements:

• Role management
• Custom tags and scoring criteria

Best Practices:

• Periodically review permissions.

Benefits:

• Maintains platform integrity.
• Enables tailored workflows.

Use Case Example:

A new department is added. Admin sets tags and roles specific to their needs.

Support

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