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Utilise Call Analytics for Deep Call Insights

Faris P M
  • Updated
Module: Admin Application

In the VoiceStack Admin App, the Call Analytics screen offers comprehensive insights into your practice's call performance, enabling you to optimise patient interactions and operational efficiency. Call Analytics helps you filter data by date range, number, call outcome, and more to gain granular insights into your call performance.

In this Article

Key Features of the Call Analytics Screen

  1. Call Outcome Analysis
     
    • Identify calls that did not result in appointments. 

    • Analyse reasons for missed opportunities and receive AI-generated suggestions for follow-up actions. You can click any number on the listing table to navigate deeper into the insights and the Patient 360 of this particular call.


       

  2. Call Transcript & Summary
     
    • Access detailed transcriptions of patient calls.
    • Review AI-generated summaries to understand patient needs, including insurance inquiries and treatment discussions.
  3. Staff Performance Metrics
     
    • Evaluate the call handling efficiency of individual staff members.
    • Assess language use, presentation skills, and overall performance to identify areas for improvement.
  4. Missed Opportunity Tracking
     
    • Monitor and follow up on missed calls to convert potential leads into appointments.
    • Utilise AI-assisted tasks and reminders to ensure timely follow-up.
  5. Campaign Attribution & Analytics
     
    • Connect inbound calls directly to marketing campaigns.
    • Analyse the performance of different marketing channels to optimise your advertising budget.

Familiarising the Call Analytics Screen

The Call Analytics screen helps you track how calls are handled in your practice, identify missed opportunities, and monitor team performance.

1. Header Filters

Use these to narrow down data:

  • Date Range Selector – In the Show Only filter, select from predefined ranges (Today, Last 7 Days, etc.). 
  • Staff/Agent Filter – Analyse performance by individual team members.
  1. Click Add Filter.
  2. Select Number > Is > ‘ the number for which the analytics are to be displayed’.The details of the specified number is displayed. 
  • Missed Call Breakdown Filter – View detailed insights into different missed calls, such as missed, answered, short missed, pre-queue dropped, or capacity missed.

 


   

2. Summary Metrics 

Quick-glance KPIs:

  • Calls By Location
  • Calls by Phone Number
  • Calls by Phone Tree
  • Calls by Queue
  • Calls by Extension
  • Missed Call Response
  • Calls by Campaigns 

Each metric may be clickable for deeper insights.

Tip: Use the 30-min and hour filters in the Answered vs Missed chart in the Calls by Extension tab to adjust the granularity of your call activity view. Use the Export CSV to download the data for deeper analysis of the day and to identify peak hours with high missed call volumes. 

3. Call Details Table

  • Lists each call with date, time, agent, call type, summary, transcript link, and outcome.

4. Visual Charts

Displays trends over time, call volumes, staff comparison, and peak hours.

5. Export & Reports

  • Download call analytics as CSV or PDF for meetings or audits. 

Use Cases

  • Optimise staffing: Identify peak call hours and adjust agent schedules.
  • Improve agent training: Use metrics to coach agents on missed conversions.
  • Boost campaign ROI: See which ads drive the most calls and appointments.
  • Recover leads: Quickly follow up on missed calls to regain patient interest.
  • Track outreach effectiveness: Understand which staff members consistently convert leads.

Benefits

  • Better Staffing Decisions – Align agent availability with call demand
  • Higher Conversion Rates – Recover missed leads and optimise follow-ups
  • Data-Driven Marketing – Track which campaigns generate the most value
  • Enhanced Agent Quality – Monitor conversations and improve communication
  • Stronger Patient Relationships – Reduce delays in responses and improve engagement

Tips

  • Use Short Missed and Pre-Queue Dropped data to improve IVR design.
  • Filter by Phone Tree to isolate issues in specific call paths.
  • Compare Missed Call Response vs Answered Calls to measure service effectiveness.
  • Use the Export feature weekly for internal reviews or audits.

Best Practices

  • Review analytics weekly with the team.
  • Set follow-up tasks for missed opportunity calls automatically.
  • Use transcripts for quality assurance and real-time coaching.
  • Track campaign performance monthly and pause low-performing ads.
  • Train staff based on recurring communication gaps found in summaries.

Example Scenario

Practice: Midtown Dental Clinic
Issue: High missed call rate during lunch hours

Observation:

  • From 12:30 PM to 2:00 PM, Capacity Missed calls spike.
  • 40% of missed calls during this time include new patient inquiries.

Action:

  • Admin reviews Call Analytics for the past 7 days.
  • Adds one additional front desk staff member during lunch hour.
  • Enables AI Tasks to follow up with missed patients within 1 hour.

Outcome:

  • Missed calls reduced by 50%
  • Appointment bookings from missed calls increased by 30%
  • Staff feedback improved due to better workload balance

Support

Need further help? Contact uk.support@voicestack.com or call +44 161 524 2575.

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