AI Receptionist - Independent: Insights

Overview
Insights is the analytics dashboard for monitoring how your AI Receptionist is performing across locations.
It provides a real-time view of interaction volume, success rates, and workflow outcomes, helping your team understand performance and identify trends over time.
Insights is read-only and designed for monitoring and decision-making, not configuration.
Filters
Two filters at the top of the dashboard control which data is shown across the entire page. All cards, charts, and breakdowns update based on your selections.
Location
At the top of the page, you will see a breadcrumb that reads: Insights > [Location Name]
- Select All Locations to view data across your organization
- Select a specific location to view metrics for a single site
- Changing the location refreshes all data on the page
Date Range
Use the date range picker in the top-right corner to choose the time period you want to analyze.
- Quick presets are available, such as Today, 1 week, 2 weeks, and 1 month
- You can also select a custom date range
- All metrics and charts update to reflect the selected period
Filter Callout
Location and date range filters work together. Changing one filter does not reset the other.
For example, if you select Downtown Clinic and This Week, every number on the page reflects only Downtown Clinic’s interactions for that time period.
Key Metrics
Summary cards display key performance metrics across all agents based on your selected filters.
Key Metric Definitions
- Total Interactions — Total number of patient interactions during the selected period
- Success Rate — Percentage of interactions that reached a successful outcome
- Avg Eval Score — Average quality evaluation score across all agents on a 1–5 scale
- Escalations — Number of interactions escalated to a human
Important Note
The change indicator compares each metric to the equivalent previous time period. For example, if you select the last 7 days, the comparison is against the 7 days before that.
Trends & Indicators
Each summary card includes a trend line to show how the metric changed over time.
- An increase in Success Rate or Avg Eval Score is generally positive
- An increase in Escalations may indicate a need for review
- An up arrow means the metric increased compared to the prior period
- A down arrow means the metric decreased compared to the prior period
Whether a change is positive or negative depends on the metric. For example, more interactions may be a positive sign, while more escalations may require attention.
Agent Performance
Below the summary metrics, you can review performance by workflow to better understand how each AI agent is performing.
1. This section shows how inbound appointment requests are handled.
  Available Data
  - Appointment Management — Total scheduled appointments and overall conversion rate
  - Direct Booking — Total number of appointments booked without approval
  - Clinic Approval — Total number of requests requiring staff review
  - Bar Charts — Breakdown of outcomes for each scheduling workflow
  - Trend Charts — Request volume over time
  - Channel Distribution — Interaction volume by Voice and Web Chat
  Common Outcomes
  Direct Booking
  - Received — Total direct booking requests received
  - Scheduled — Requests successfully booked
  - No Slot — No available appointment slot was found
  Clinic Approval
  - Received — Total requests requiring clinic approval
  - Approved — Requests approved by the clinic
  - Scheduled — Approved requests that were successfully booked
  - Rejected — Requests denied by the clinic
2. This section tracks the outcomes of outbound appointment confirmation calls and messages.
  Available Data
  - Confirmation Outcomes — Total outreach attempts and the outcome of each interaction
  - Outcome Distribution — Percentage split across all confirmation outcomes
  - Confirmation Rate — Percentage of outreach that resulted in a confirmed appointment
  - No Response Rate — Percentage of outreach attempts with no response
  - Not Confirmed Rate — Percentage of interactions where the patient did not confirm
  - Confirmation Rate Trend — Confirmation performance over time
  - Unresolved Outcome Trend — Volumes of unsuccessful outcomes over time
  - Channel Distribution — Interaction volume by Voice and SMS
  Common Outcomes
  - Confirmed — Patient confirmed the appointment
  - Rescheduled — Patient requested a new appointment time
  - Not Confirmed — Patient was reached but did not confirm
  - No Response — Patient was not reached
  - Cancelled — Patient cancelled the appointment
3. This section covers outbound rescheduling and cancellation workflows.
  Available Data
  - Rescheduling & Cancellation — Combined view of completed requests and overall completion rate
  - Rescheduling Card — Total number of rescheduling requests
  - Cancellation Card — Total number of cancellation requests
  - Bar Charts — Breakdown of outcomes for each workflow
  - Trend Charts — Request volume over time
  - Channel Distribution — Interaction volume by Voice and SMS
  Rescheduling Outcomes
  - Requested — Total rescheduling requests received
  - Approved — Requests approved for rescheduling
  - Rescheduled — Appointments successfully rescheduled
  - Rejected — Rescheduling requests that were denied
  Cancellation Outcomes
  - Requested — Total cancellation requests received
  - Approved — Requests approved for cancellation
  - Cancelled — Appointments successfully cancelled
  - Rejected — Cancellation requests that were denied
  Important Note
  For lower-volume workflows, trends are more meaningful when reviewed across at least 50 interactions.
4. This section tracks outreach to collect missing patient information, such as insurance details, demographics, or medical history.
  Available Data
  - Missing Information — Total number of outreach attempts
  - Collection Breakdown — Outcome counts and percentages for information collection
  - Collection Rate Trend — Collection success rate over time
  - Channel Distribution — Interaction volume by Voice and SMS
  Positive Outcomes
  - Collected — All requested information was successfully gathered
  - Partial — Some, but not all, information was collected
  Negative Outcomes
  - Incomplete — Outreach occurred, but collection was not completed
  - No Response — Patient was not reached
  - Denied — Patient declined to provide the requested information