How to Use Staff Performance Feature to Drive Efficiency

Module: Admin App

The Staff Performance Dashboard provides a detailed view of how each agent handles missed calls. It helps supervisors and administrators track individual performance, identify gaps in follow-up, and monitor callback efficiency.

In this Article:

• Accessing Staff Performance
• Filters and Search
• Key Dimensions and Metrics
• Use Cases

Accessing Staff Performance

Note: The missed calls feature can be enabled by reaching out to our support team.

• From the left side panel, go to Missed Calls.
• In the tab view at the top of the screen, click Staff Performance.

Filters and Search

The Staff Performance Dashboard includes several filters to help users analyse performance data efficiently:

1. Location: Select a specific branch or site, or choose All to view performance across all locations.
2. SVM: Filter data based on a particular shared voicemail box, or choose All to include every SVM.
3. Date Filter (Show Only): Define a custom date range to view missed call and callback activity within a specific period.
4. Search Staff: Enter the name of a specific staff member to quickly locate their performance metrics.

These filters allow admins and managers to drill down into relevant data, compare agent performance across locations or SVMs, and track trends over time.

Key Dimensions and Metrics

Key dimensions in the Staff Performance are:

• Agent: The name of the agent/staff member who manages or handles the calls.
• SVM: The name of the Shared Voicemail group the staff member belongs to.

Key metrics included in the dashboard are:

• Missed Call Assigned: Total number of missed calls assigned to the agent during the selected time range.
• Called Back Count: Number of missed calls where the agent attempted a callback, with the percentage of assigned calls represented.
• Connected: Number of callbacks where the agent successfully reached the patient.
• Not Connected: Callbacks attempted, but the agent could not connect with the patient.
• Booked / Not Booked / Other Calls Connected: Outcomes of connected calls, including whether appointments were booked, not booked, or other outcomes such as inquiries or updates.
• Oppt (Opportunity) Call Connected: Calls that led to potential business opportunities or further engagement.

Use Cases

1. Identifying High and Low Performers

A clinic manager wants to recognise agents who consistently handle callbacks promptly and convert them into bookings.

How to Use:

• Open the Staff Performance Dashboard.
• Apply filters for Date Range and Location.
• Compare metrics such as Called Back Count, Connected Calls, and Booked Calls across staff.
• Identify top performers and agents needing additional coaching.

Outcome:
Promotes accountability and helps management recognise and reward efficient team members.

2. Tracking Missed Call Follow-Ups

An admin notices that several missed calls have not been followed up on, leading to potential patient dissatisfaction.

How to Use:

• Filter by Not Connected or Called back count metrics.
• Review which agents have the most pending callbacks.
• Assign follow-up tasks or send reminders to those agents.

Outcome:
Ensures every missed call receives a timely response, improving patient engagement.

3. Improving Appointment Conversion Rates

The clinic has seen a drop in new appointments despite steady call volume.

How to Use:

• Analyse Connected > Booked ratios for each staff member.
• Identify agents who connect but rarely book appointments.
• Review their call recordings or provide targeted training on handling objections.

Outcome:
Improves conversion rates and overall revenue by enhancing communication effectiveness.

4. Monitoring Callback Efficiency

Patients are complaining that they are not being contacted promptly after missing calls.

How to Use:

• Use the Date Filter (Show Only) to view performance over a week or a month.
• Compare Missed Calls Assigned vs. Called Back Count per agent.
• Check if callbacks are happening within acceptable time frames.

Outcome:
Helps ensure patients are contacted quickly and reduces frustration.

5. Balancing Workload Across Agents

Some staff members are overwhelmed with callbacks, while others have fewer assignments.

How to Use:

• Filter by Location or SVM.
• Review Missed Calls Assigned across agents.
• Redistribute calls or adjust shift schedules to balance workload.

Outcome:
Optimises staff utilisation and maintains consistent service levels across branches.

6. Detecting Non-Productive Patterns

An admin suspects that some agents are attempting callbacks without meaningful engagement.

How to Use:

• Compare Called Back Count vs. Connected Calls for each agent.
• Review agents with unusually high “Not Connected” or “Other Calls” ratios.
• Investigate possible system issues or non-genuine follow-up attempts.

Outcome:
Helps managers ensure data accuracy and identify areas where system use or training can improve.

7. Monitoring Multi-Branch Performance

A dental chain wants to compare call handling performance across multiple clinics.

How to Use:

• Filter by Location.
• Review key metrics (Booked, Not Booked, Connected, Missed Call Assigned) for each branch.
• Identify locations with high missed-call rates or low booking outcomes.

Outcome:
Facilitates data-driven decisions on staffing, training, and call management practices across all branches.

Support

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