Insights provides snapshots of your practice’s performance metrics with context to understand what they mean and tactical ways to improve those numbers.
Insights Reporting Logic: Appointments shown in Insights and Enterprise Reporting represent appointments in the RevenueWell schedule. To ensure all PMS appointments appear accurately, the Scheduling 'PMS Sync' setting must be enabled. If PMS sync is not enabled, use one of the standard RevenueWell workflows to ensure accuracy: approve appointments within RevenueWell or utilize Direct Scheduling.
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Overview
Let's jump into your Insights!
1. Open the Insights app
2. Here you will see the following Key Statistics:
- No Show Rate
- Case Acceptance
- Hygiene Visits
- Active patients
3. Clicking the info bubble
will show how we define a metric
4. Clicking the lightbulb icon
opens a panel with tips to improve
Dig deeper into these Insights:
Track Trends
Track your office's trending performance and uncover seasonality by using the calendar navigation in the upper right corner to toggle between timeframes.
Appointment Attendance
One of the key drivers of your no-show rate is your confirmation rate. Confirmations reduce no-shows, and RevenueWell can help by automating this task. Click the lightbulb icon on the No Show Rate & Confirmation Rate cards to learn strategies RevenueWell recommends to drive up your confirmation rate and drive down no-shows!
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Using Insights
In addition to providing metrics, Revenuewell tracks your month-to-date activity, comparing your progress to where it was at the same point the month prior. This data updates daily. Month-to-date Indicators
Your month-to-date indicators appear next to each metric in green or red.
- Green: Indicates improvement from the prior month
- Red: Indicates a trend for your awareness
Industry Benchmark
For each data point in Insights, we have established an industry standard based on our market research.
Note: This number may not be the best benchmark for your office, as the size of an office can greatly impact certain numbers, but it is an average you can use if helpful.
Insights
Select "View Insight" to see helpful tips and information that inform how practices can improve a metric.
Create a targeted campaign, use Online Scheduling to drive new appointments, RevenueWell Forms to cut down on administrative time, and more to drive patient interactions!
Patient List
For certain metrics like No Show Rate, click on the Patient List icon to view the list of specific patients in reference. No need to scroll through PMS reports or track them manually. Fill scheduled holes by quickly locating patients.
Look for the Patient List icon!
We've also integrated Messenger and Phone with the Patient Lists, allowing your practice to quickly identify and contact these patients for reappointment.
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Best Practices
Benchmarking Hygiene Visits
Reappoint More Patients
Prevent No-Shows
Direct Patients to Send Reschedule Requests Via Text
Some no-show patients know in advance they can’t make it… but don’t tell you! No shows make your day chaotic, so you’re well aware it’s better to get ample notice when a patient needs to reschedule. Did you know you can easily tweak your text confirmations to get that advanced notice more often?
By default, your confirmation texts include the snippet “Respond C to confirm or P to get a call from us.” Some of the patients -- who know they can’t make their appointment -- won’t respond because they don’t want a call. And some of them would have told you if they knew they could text it.
Here’s a tip -- in your Appointment Confirmation Settings, scroll down to the First Reminder. Click on the drop-down that says “Email Confirmation” and change it to Text Confirmation:
Then click Edit Message, and change the text to something like this:
Note: Don’t remove the C or P prompts, because C tells the system to mark the appointment confirmed and P gives you an alert that a patient wants a call.
When a patient responds R, you’ll get this alert:
You’ll know immediately to move the appointment to your unscheduled list so the spot can be rebooked. And you can respond via text to get them rescheduled.
Don’t forget to apply the same change to your other confirmation messages if desired: the ones for families, the Spanish version, and your Second Attempts as well.
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Production
Easily view metrics regarding your production within RevenueWell's Production Insights.
Production Metrics
- Month-to-Date Production: Total production from the first day of this month/year through yesterday.
- Year-to-Date Production: Total production from the first day of this month/year through yesterday.
- YOY/YOY % Change: "YOY” stands for “Year Over Year”. It compares Year-to-Date to the same period as last year. Demonstrates how quickly the business is growing; can be benchmarked against the target growth rate the owner set at the beginning of the year. Example: if today is August 23, 2022 then YOY is comparing (1/1/22-8/22/22) to (1/1/21 - 8/22/22).
By viewing these metrics in RevenueWell, we hope that you as Office Managers, Doctors, and Owners can easily monitor key metrics that help you understand your growth and track your goals.
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Patient Lists
Easily view lists of patients who fit certain criteria month-to-date and follow up with them as needed to drive appointment confirmation and new patient adoption.
Available Patient Lists include:- View a list of patients for Hygiene Reappointment along with their last hygiene visit and their next due date.
- Easily view a list of all of those who qualified as a No Show.
- View patients with unaccepted Treatment Plans.
- Wondering who still needs to confirm appointments?
Here you can view patients with unconfirmed appointments and easily follow up with them to confirm, reschedule, or cancel as needed. -
Find a list of leads who have submitted their contact information and easily keep notes, set follow-up status, and contact new leads - all within RevenueWell. Stay organized as you follow up with leads and continue driving new patient adoption!
Status Options include:- Not Contacted
- Call Back
- Scheduled
- Closed
- Dismissed
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Text Volume Report
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 “Texting."
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.
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Definitions
Appointment Attendance
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No Show Rate = No Shows/(Total Appointments - True Cancellations)
- No Shows: Appointments removed or rescheduled less than 24 hours in advance
- True Cancellations: appointments removed or rescheduled status more than 24 hours in advance
- Note: We started tracking No Show Rate on 4/22/2022 and do not have data on appointments before this.
- Confirmation Rate = Confirmed Appointments/(Confirmed + Unconfirmed Appointments
Treatment Plans
- Case Acceptance: Percentage of patients who accept at least one of the services presented. Case Acceptance checks for walked-out services in case treatment plans aren’t getting marked as complete in your PMS.
Hygiene Department
- Hygiene Visits: This is a count of appointments with a hygiene service code billed within 7 days.
- Reappointment: the percentage of patients seen for hygiene who are scheduled to come back.
Patient Base
- Active Patients: The number of patients who completed an appointment in the last 18 months.
- New Patients: The number of patients who completed their first appointment (no-shows excluded).
- Reactivated Patients: The number of patients who completed an appointment after a lapse of 18+ months.
- Lost Patients: The number of patients who haven't completed an appointment in 18 months.
RevenueWell also has a “Deleted” appointment status and these appointments are always excluded from all metrics.
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No Show Rate = No Shows/(Total Appointments - True Cancellations)
Website & SEO Performance
Website Insights gives you a clear picture of how your practice’s website is performing. By combining traffic, conversion, and form submission data, you can see exactly how patients are engaging with your site—all in your RevenueWell Insights dashboard.
This feature is automatically included for practices that have both a RevenueWell Digital Marketing website and access to the Insights app.
What You’ll See in Website Insights
Traffic and Conversions
RevenueWell automatically tracks website traffic and key conversion events to show you how visitors are finding and interacting with your site.Here’s how it works:
- The Insights team developed an embed code that collects website traffic data.
- This code was rolled out to all applicable Digital Marketing websites and integrated into existing conversion tracking.
- Any data sent to Google Analytics is also shared with your RevenueWell Insights dashboard.
Good to know: This tracking feature is included automatically when a website is set up with a RevenueWell Practice ID—no additional setup required.
Why Website Insights Matters
- Monitor how effective your website is at attracting and converting visitors.
- See the impact of your forms and calls-to-action.
- Access both the website and AI data in one centralized dashboard.
- Make informed, data-driven decisions to grow your practice.
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AI Analytics
Key Metrics in the AI Insights Report
- AI Interactions – Total number of interactions initiated by the AI, regardless of success or failure.
- Appointments Requested – Number of appointment requests created (when direct scheduling is off).
- Appointments Scheduled – Total number of appointments successfully scheduled (direct or approved requests).
- Missing Information Collected – Number of missing info forms successfully completed.
- AI Success Rate – % of interactions where AI achieved the intended outcome (e.g., scheduling, rescheduling, missing info).
AI Interactions by Outcome/Channel – Volumes and percentages by type (scheduling, rescheduling, cancellation, missing info) and channel (voice, SMS, chat).
AI Interaction Outcomes Graph – This graph shows the total number of AI interactions for the selected period and visually breaks down how these interactions were resolved - successful requests, successful general inquiries, successful missing information, etc. This visual gives users both an overall volume and a clear distribution of interaction results within that total.
AI Channel Utilization Graph – This graph shows the total number of AI interactions for the selected period and visually breaks down interactions by channel performed - chat, voice, and or SMS, highlighting which channel is used more often in AI interactions.
Interaction Details Table –
Each AI interaction includes: AI Interactions by Outcome/Channel – Volumes and percentages by type (scheduling, rescheduling, cancellation, missing info) and channel (voice, SMS, chat).AI Interactions by Outcome/Channel – Volumes and percentages by type (scheduling, rescheduling, cancellation, missing info) and channel (voice, SMS, chat).AI Channel Utilization Graph – Compares interaction volume by channel.
- Date/Time of interaction
- Channel (chat, voice, SMS)
- Interaction Type (e.g., scheduling, missing info)
- Patient Name (clickable link to patient profile)
- Patient Type (new or existing)
- Result (e.g., scheduled, failed)
- Transcript (click to view)
- Length of interaction
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The Patient Analytics section provides key metrics to help practices understand patient engagement, growth, and retention over time. These insights help measure how well the practice is maintaining relationships with existing patients, attracting new ones, and reactivating those who have not visited recently.
- Active: Patients who have been seen within the last 18 months.
- New: Patients who are visiting the practice for the very first time.
- Reactivations: Patients who were considered inactive but have returned for care.
- Growth Rate: Sum of new patients and reactivated patients over total active patients at the start of the period.
- Lost: Patients who have not been seen in more than 18 months.
- Loss Rate: Patients lost during the period over the total active patients at the start of the period.
- Retention Rate: Active patients at the end of the period over active patients at the start of the period.
Beneath the summary metrics, practices will see month-over-month trend arrows in green or red:
- Green = Positive change compared to the previous month (e.g., more reactivations or higher retention).
- Red = Negative change compared to the previous month (e.g., fewer new patients or higher loss rate).
These quick visual indicators make it easy to spot whether your practice is improving or if additional follow-up is needed.
Patient Movement Trend Chart
The Patient Movement Trend Chart visualizes changes in patient activity over time, allowing practices to track how different patient categories are shifting month by month.
The chart includes:
- Reactivations
- New
- Lost
- Active
This chart helps to quickly see whether growth is coming from new patients, reactivations, or strong retention—and where potential patient loss may need to be addressed.
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The Campaign Effectiveness Report helps practices measure how well their marketing campaigns are driving patient engagement, appointments, and revenue. By tracking outcomes from both automated and custom campaigns, this report connects your communication strategy directly to patient activity and financial results.
This report is valuable because it allows practices to:
- Evaluate which campaigns are most effective in bringing patients back for care.
- Understand how targeted outreach impacts appointment scheduling and revenue.
- Identify opportunities to improve messaging, timing, or segmentation for stronger results.
In short, it provides a full picture of how your outreach efforts translate into measurable business impact.
Key Indicators
- Campaigns - Number of automated and custom campaigns sent during the reporting period.
- Patients - Count of patients targeted during reporting period - no change.
- Appointments - Number of completed and future appointments scheduled from campaigns sent during the reporting period.
- Conversion Rates - Rate of appointments scheduled for targeted patients. – no change.
- Revenue - Revenue attributed to the completed appointments from campaigns sent during the reporting period.
To the right of the numbers, practices will see month-over-month, quarter-over-quarter, and year-over-year trend arrows in green or red:
- Green = Positive change compared to the previous month (e.g., more reactivations or higher retention).
- Red = Negative change compared to the previous month (e.g., fewer new patients or higher loss rate).
These quick visual indicators make it easy to spot whether the practice is improving or if additional follow-up is needed.
Charts & Tables
Below the summary metrics, the report displays two key visual charts for a quick performance snapshot:
- Campaigns Sent & Patients Targeted – See how many campaigns were distributed and how many patients were reached.
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Appointments Scheduled & Revenue Generated – Visualize how campaign engagement translates to actual appointments and income.
Further down, you’ll find a detailed Send Statistics table with insights into each campaign’s performance.
This includes:
- Campaign – Campaign name or identifier.
- First Sent Date – The initial date the campaign was launched.
- Comms Sent # – Total number of communications sent within that campaign.
- Appointment Requests # – Number of appointment requests received in response.
- Appts # – Number of those requests that resulted in appointments.
- Comms/Appt – Average number of communications sent per scheduled appointment.
- Revenue – Total revenue attributed to appointments booked through the campaign.
- Revenue/Comm – Average revenue generated per communication sent.
- Revenue/Appt – Average revenue generated per appointment booked.
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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.
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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.
