Understanding Potential Opportunities

Potential Opportunities in the VoiceStack Admin App helps your practice identify missed booking opportunities from patient calls that did not result in an appointment. The feature enables teams to track follow-ups, manage opportunity statuses, prioritize leads using AI conversion probability, and improve overall appointment conversions through organized workflows and team collaboration.

Dashboard Views and Filters ▶

• In the VoiceStack Admin App, navigate to the left navigation pane and select Potential Opportunities.

The potential opportunities dashboard appears with three display tabs, they are:

1. Board

Board View displays opportunities as cards in a Kanban-style layout with drag-and-drop functionality. Each card is organized into one of five columns, representing different stages in the follow-up lifecycle.

A. Pending Follow-up:  These opportunities require action or callback. The highest priority action items as they indicate patients who have expressed interest but have not yet been contacted for follow-up

B. Attempted: Opportunities where the agent has initiated follow-up but has not yet connected with the patient.

C. Ignored: Opportunities that have received no agent action despite being in the system. A high percentage in this column indicates workflow problems and represents significant lost revenue.

D. Not Converted: Opportunities where agent contact occurred but the patient did not schedule an appointment.

E. Converted: These indicate opportunities that were successfully closed, and the patient scheduled an appointment.

2. List 

Provides a detailed table of the potential opportunities, but in a tabular form with columns such as:

• Date & Time of Call: Displays the timestamp that is captured during the call.
• Patient Name & Number: Shows patient name and phone number.
• Reason Not Booked: Lists the primary reason why the appointment was not scheduled during the initial call. 
• Assignee: Displays the name of the team member responsible for following up on the opportunity. "Unassigned" appears for opportunities that have not yet been distributed to agents.
• State (Pending / Attempted / Converted): Current status of the opportunity in the workflow
• Conversion Probability (%): AI-calculated likelihood that the opportunity will result in a booked appointment, displayed as a percentage with a color-coded badge:
  • 70-100%: Green (Highest Priority)
  • 50%: Orange (Medium)
  • 20%: Red (Low)

3. Staff Snapshot 

The Staff Snapshot mode provides a quick overview of opportunity handling across agents within a practice. It summarizes the status of all potential opportunities assigned to the agent, helping managers identify workload distribution and conversion performance at a glance.

Layout Overview:

a. Header Metrics: The top summary cards display total counts and percentages for each status: Pending Follow-up, Attempted, Ignored, Not Converted, and Converted.

b. Filters Available: Apply Location, Number, and Show Only (Date) filters to quickly refine and analyze staff snapshot data.

c. Table Details: The table lists all agents (including “Unassigned” entries) and the corresponding count of opportunities under each opportunity status column.

Available Filters

All filters are available in the top control panel for both board and list views.

Filter / Control	Description
Location	View opportunities for all or a specific practice location.
Number	Filter by specific phone number.
Show Only (Date Range)	Select from predefined date ranges such as “Last 7 Days,” “Last 30 Days,” or specify a “Custom Range.”
Assignee	Filter opportunities by assigned agent.
Reason Not Booked	Narrow down results based on why an appointment was not booked.
Insurance	Filter by patient insurance type or eligibility status.
Call Direction	View inbound, outbound calls, or All.
Contact Type	Segment based on New Patient or Existing Patient.
Lead Status	Filter based on lead temperature or priority
Search	Search by patient name or phone number.
Priority Tags	Quickly filter based on conversion probability — High, Medium, or Low.

Opportunity Cards and Agent Assignment ▶

The Opportunity Card provides a quick summary of the patient interaction and follow-up details. Each card includes the following information:

• Patient Name or Phone Number – Identifies the opportunity.
• AI Conversion Probability – Displays the likelihood of appointment conversion as a percentage.
• Reason Not Booked – Displays the reason the appointment was not scheduled during the initial interaction.
• Treatment Category – Identifies the treatment or appointment category associated with the opportunity.
• Lead Status – Categorizes opportunities as Hot, Warm, or Cold based on how soon the patient intends to book an appointment. Opportunities with earlier booking intent are prioritized higher.
• Assigned Team Member – Shows the agent or team member assigned to manage the follow-up.

• More Actions Menu – The three-dot menu provides additional actions for managing the opportunities.

  

Tip💡: Use drag-and-drop functionality to quickly move opportunity cards between status columns and update follow-up progress in real time. For example, move a card from Pending Follow-up to Attempted after contacting the patient or leaving a voicemail.

Assigning an Opportunity Card to an Agent

Cards can be assigned directly to an agent from the Board view using the ellipsis menu located between each column (bucket).

To assign a card:

• Click the ellipsis (…) icon located between the columns.
• Select Assign.

• In the Assign To panel, search for or select the desired agent from the list.
• The selected agent’s name will now appear on the card under the Assigned To field.

To learn how to configure Potential opportunity card assignments, refer to Assign Cards for Potential Opportunities.

Create and Manage Views ▶

The Views feature allows users to save and quickly access preferred filter configurations in the board display mode, eliminating the need to reapply filters each time they log in or switch tabs.

Types of Views

There are two types of views:

• System-Generated Views: Predefined by the system and available to all admins and agents. These are default views and cannot be edited or deleted. Eg: All Opportunities and Top New Opportunities. 
• Custom Views: Created and saved by admins based on preferred filters. Agents can view these (if shared) but cannot create, edit, or delete them. Each saved view preserves the applied filters for easy access later. When deleting a custom view, a confirmation prompt appears.

Creating a Custom View

1. From the Views dropdown, click Add new view.

2. A new Untitled tab will appear. You can rename this according to your need.

3. Apply the filters of your choice to define your preferred setup.

4. Once the desired filters are set, click the Save icon located next to the tab name to save your view.

 

Tip💡: Saved views will retain your filter selections and can be accessed anytime without reapplying filters.

 Use Cases & Edge Cases ▶

Use Cases

Scenario	Description
High-Intent Missed Inquiry	A patient calls about a new cleaning appointment but doesn’t book yet. The call is tagged “New Appointment – Not Yet Decided” and appears in Pending Follow-up with an 85% conversion probability.
Emergency Appointment Not Booked	A patient calls with severe pain but cannot visit immediately. The opportunity is tagged “Emergency” and marked Hot priority with a 95% conversion probability.
Team Performance Tracking	The practice manager reviews opportunity conversions using the Staff Snapshot View to evaluate team performance for quarterly reviews.

Edge Cases

• AI Conversion Probability: Scores are predictive estimates and not guarantees; external factors like patient availability or urgency can affect actual outcomes.
• View-Based Permissions: Agents can only move or edit cards within the views they have access to. Restricted location or view permissions may prevent some actions.

Benefits & Best Practices ▶

Benefits

• Maximum Leads – Ensures every potential opportunity is captured, tracked, and acted upon.
• Intelligent Prioritization – AI-driven conversion scores help teams focus on the most promising opportunities first.
• Multi-View Flexibility – Choose between the three display modes to match individual or team workflow preferences.
• Real-Time Updates – The dashboard provides instant visibility of the progress of each opportunity through different stages.
• Advanced Filtering – Advanced filters allow precise segmentation for targeted follow-ups. 

Best Practices

• Prioritize High-Scoring Opportunities: Focus follow-ups on cards with high AI conversion probability (70% and above) to maximize booking success.
• Act Quickly: Timely follow-ups significantly improve the likelihood of converting potential opportunities into booked appointments.
• Keep Cards Updated: Regularly move cards between columns (e.g., Pending → Attempted → Converted) to maintain accurate workflow visibility for team leaders.
• Review Staff Snapshot Weekly: Use the Staff Snapshot view to monitor performance trends, workload balance, and response effectiveness across agents.
• Leverage Filters & Views: Save commonly used filter sets as custom views for quick access — especially for location-specific or high-value opportunity tracking.
• Monitor “Ignored” Column: A growing number of ignored opportunities indicates a process gap; address this immediately through staff coaching or workload redistribution.

Support / Contact

Need further help? Contact [e-mail]  or call 407-833-6436.