| Module: Admin App |
Conversion Metrics help you understand how your practice is performing by revealing both the opportunities you are capturing and those you may be missing. It provides a clear, data-driven view of practice performance, including how new opportunities are generated, how effectively existing patients are converted, and how efficiently your team books appointments. This guide explains what Conversion Metrics are, how to access them, and how to use each section effectively to improve performance.
In this Article:
- Overview of the Conversion Metrics Dashboard
- Key Summary Metrics
- Conversion Metrics Table By Location Breakdown
- Conversion Metrics Table By Staff Breakdown
- Benefits
Overview of the Conversion Metrics Dashboard
- From the left panel in the VoiceStack Admin App, select Conversion Metrics.
- At the top of the page, you can switch between two tab views:
1. View by Location
- Breaks down conversion performance across each clinic or branch based on location.
2. View by Staff
- Displays performance for each agent responsible for handling calls.
- This view also shows voicebot-attended calls.
Filters and Controls
At the top of the page, you can filter your metrics by:
- Location
- Direction (Inbound/Outbound)
- Phone Numbers
- Date Range (Show Only)
You can customize the analysis for any time period using filters and controls. They help you to break down performance and identify trends.
Key Summary Metrics
1. Total Calls Analyzed
Shows the number of calls analyzed within the selected date range.
- Helps you gauge overall call volume.
- Includes inbound & outbound calls (based on selected filters).
2. New Opportunities
Displays how many new patient opportunities were detected by AI.
This section includes:
- Total New Patient Opportunities.
- Booked Calls (Green).
- Not Booked Calls (Red).
3. Existing Opportunities
These are repeat patients or follow-up opportunities detected from call interactions.
The metrics include:
- Opportunity Calls.
- Booked Calls.
- Not booked Calls.
4. Conversion Rate
Shows the percentage of opportunities that are converted into bookings. This helps you track overall booking efficiency and compare performance with the previous period.
Conversion Metrics Table By Location Breakdown
Conversion Metrics by Location tab helps you to compare call performance across different practice locations.
Breakdown of the table
1. Location: Name of the clinic or branch.
2. Total Calls: All calls analyzed for that location.
3. New Patient Opportunities: These metrics measure performance specifically for new patient calls.
- Opportunity Calls: Count and percentage of all calls that were flagged as new opportunities.
- Booked Calls: Displays the count and percentage of the new opportunities that were successfully converted.
- Not Booked Calls: Missed conversions for new patients.
- Avg. Lead Days: Displays the average number of days between booking an appointment and the scheduled appointment date for new patients.
4. Existing Patient Opportunities: These metrics measure booking opportunities from current or returning patients.
- Opportunity Calls: Number of existing-patient calls identified as booking opportunities.
- Booked Calls: Successful conversions among existing patients.
- Not Booked Calls: Missed opportunities for existing patients.
- Avg. Lead Days: Displays the average number of days between booking an appointment and the scheduled appointment date for existing patients.
| Note: Each value listed in the table is clickable, allowing you to view a detailed overview of each log. |
Conversion Metrics Table By Staff Breakdown
Conversion Metrics by Staff tab helps you measure how individual team members perform in conversations and bookings.
Breakdown of the table
1. Agent: The staff member who handled the calls.
2. Total Calls: Total number of calls answered by that agent.
3. New Patient Opportunities: The metrics that show new patient opportunities.
- Total Opportunity Calls: Number of new patient calls identified as booking opportunities by the agent.
- Booked Calls: Completed new patient conversions by the agent.
- Not Booked Calls: Missed new patient conversions by the agent.
- Avg. Lead Days: Displays the average number of days between appointment booking and the scheduled appointment date for new patients associated with the staff member.
4. Existing Patient Opportunities: The metrics that show existing patient opportunities.
- Total Opportunity Calls: Number of existing patient calls identified as booking opportunities by the agent.
- Booked Calls: Completed existing patient conversions by the agent.
- Not Booked Calls: Missed existing patient conversions by the agent.
- Avg. Lead Days: Displays the average number of days between appointment booking and the scheduled appointment date for existing patients associated with the staff member.
5. Call Scoring: If call scoring is enabled, the system assigns a quality score, such as:
- Excellent
- Good
- Needs Improvement
- Or N/A if enough data is not available.
This helps evaluate call-handling quality in addition to booking performance.
Additional Features
- Voicebot-Attended Calls: In the By Staff tab, you can view voicebot-attended calls. This helps improve reporting and analysis.
- Export CSV: Download the entire dataset for offline analysis or reporting.
Benefits
- Identify high-performing agents or locations: Use these insights to replicate successful processes across your team.
- Spot training opportunities: High Not Booked percentages can indicate areas where scripts or skills need improvement.
- Monitor trends over time: The comparison tools show whether conversions are improving month over month.
- Optimize staffing: Locations with high call volumes but low conversions may need additional support or reallocation.
Support / Contact
Need further help? Contact support@voicestack.com or call 407-833-6436.