The list
Filter by day (Today, Yesterday, a range), search by phone number, by patient MRN, or inside the transcripts. Full-text search across what was actually said is the fastest way to find a call you only half remember. Calls are marked with their outcome, so you can jump straight to, for example, everything the agent booked.A call record
Recording and transcript
Recording and transcript
Play the audio, or read the transcript with both sides labelled. Search within it.
Summary
Summary
A few sentences: who called, what they wanted, what happened. This is what you read when reviewing a day of calls. The transcript is for when the summary is not enough.
Outcome
Outcome
What the call resulted in: an appointment booked, cancelled, or confirmed, a message taken, a transfer, or nothing.
Patient
Patient
The matched chart, if the caller was identified. Unmatched calls show the number.
Follow-up
Follow-up
Whether the call left something for a person, who owns it, and whether it is done. See Follow-ups.
Reviewing calls well
Reviewing calls is how the agent gets better, and the useful review is not “listen to everything”.1
Read summaries, not transcripts
A day of summaries takes ten minutes. Open the transcript only when a summary reads wrong.
2
Look at transfers first
Every transfer is a question the agent could not answer. Cluster them: two or three questions usually explain most of the volume, and they belong in the knowledge base.
3
Then look at calls with no outcome
A caller who got nothing is either a wrong number or a gap. The second kind is worth finding.
4
Spot-check the bookings
Open two or three booked appointments in your PMS and check the provider, operatory, and duration are what you would have picked.
Call recordings and transcripts contain patient information. They are covered by the same access rules as the rest of the app. See Patient privacy.
Related
- Reports: Daily Calls and Call Trends, for volume over time