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Insights: Communication Analytics

  • The Campaign Communication Performance report of the Insights Guide helps you understand how your outbound campaigns are performing over time—beyond just volume sent. By combining key indicators with month-to-month trends and detailed campaign metrics, you can quickly evaluate engagement, conversion to appointments, and downstream revenue impact. These insights make it easier to identify what’s working, where engagement may be dropping off, and which campaigns are driving meaningful patient action.

    Use the Key Indicators & Month-to-Month Graphs to monitor overall performance trends, and the Campaign Details Chart to analyze individual campaigns more deeply—linking communication activity to visits, revenue, and opt-out behavior for a complete performance view. 

     

    Key Indicators & Month-to-Month Graphs 

     

    • Campaigns Sent - The total number of auto communications and custom campaigns that have been sent to recipients during a specific period. This does not include appointment reminders and requests.
    • Email Open Rate - The percentage of delivered emails with open status divided by the total number of emails sent.
    • Email Click Through Rate - The percentage of delivered emails where recipients clicked on at least one link.
    • Conversion Rate - The percentage of recipients who received a communication and have a future appointment on the schedule.
    • Unsubscribe / Opt Out Rate - The percentage of recipients who unsubscribed from at least one communication type or opted out of text communication.

    Campaign Details Chart

    • Total Sent - The total number of emails sent, including those that may bounce or fail delivery.
    • Visits – The number of appointments scheduled attributed to a campaign using link tracking.
    • Revenue – The production value of appointment transactions on the same day as the appointment for patients associated with appointments attributed to campaigns.
    • Avg Revenue Per Appointment – Revenue associated with campaigns divided by appointments attributed to the campaign.
    • # Opt Out – Count of patients who opted out of a text communication.
    • # Unsubscribe – Count of patients who unsubscribed from any email communication.
    • # Email Bounce – Count of emails that could not be delivered to the recipient’s inbox.
    • # Email Spam – Count of emails labeled as spam.
    • # Email Error – Count of emails with a failure message generated when an email can’t be processed or delivered. 

  • The Channel Lead Conversion Report provides a detailed view of how effectively your practice’s communication channels are driving patient engagement and booked appointments. It helps identify which channels—like Patient Connect, RW Campaigns, or RW Communication—are performing best, where patients are most responsive, and where there may be opportunities to improve follow-up or outreach strategies.

    This report is valuable because it connects marketing activity directly to measurable outcomes, allowing practices to:

    • Understand which communication methods generate the most appointment requests.
    • Track how efficiently those requests convert into scheduled appointments.
    • Optimize channel usage to boost patient conversion and retention over time.

    Key Indicators 

    • Channel Utilization – Percent of available communication channels your practice is actively using.
    • Appointment Requests – Total number of submitted appointment request forms.
    • Appointments Scheduled – Number of requested appointments that were confirmed.
    • Conversion – Percent of appointment requests that turned into scheduled appointments.
    • Avg Days to Appt – Average time (in days) between a request and the actual appointment date.

    Enable the Scheduling ‘PMS Sync’ to ensure all appointments appear in RevenueWell, providing full visibility and accurate reporting in Insights.

     

    Channel Breakdown Charts

     

    Below, view tables showing Appointments Requested and Appointments Scheduled by channel, including:

    • Patient Connect
    • RW Campaign
    • RW Communication

    Additionally, see all the Appointment Request Details in a table below:

    These breakdowns allow teams to compare performance across communication methods and to prioritize the channels that drive the most confirmed appointments.

  • In 2023 we introduced texting limits to customers with a variable fee for overages. To help you understand your usage, Insights now has a report called Text Utilization.

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    This report shows a trailing 12 months of outbound text volume that is subject to potential fees as mentioned above. The link at the bottom opens our variable fee schedule, which includes details about the limits for each package.

    Just like other Insights reports, enterprise users can toggle between locations.

    All text messages (except direct 1-1 conversations) within Messenger count towards the billable text volume. This includes messages such as:

    • Appointment reminders
    • Custom campaigns
    • Automated campaigns like birthdays, recalls, reviews, etc.