Medical call centers are the communication hubs for hospitals and clinics. Call analytics provide data to help improve a variety of service metrics to streamline workflows and increase patient satisfaction.
Because calls, messages, screen capture images, and more can be recorded, tracked, time-stamped, and stored, data from call centers can also help protect both patients and hospitals in litigious situations.
Call log analytics are generated using Crystal Reports, which is incorporated with 1Call’s reporting function. These reports compile the detailed statistical information recorded by the Genesis switch and present it in a variety of easy-to-understand formats.
Crystal Reports is widely used in the call center industry. Call metrics can be run as needed in real-time or scheduled to run hourly, weekly, daily, or monthly on specified days and times.
Many common reports about calls are included with 1Call’s system. These reports can be used as-is or as starting templates for creating customized, color-coded reports.
Some call analytics information that is available for detail reporting include:
- Agent Call Activity - A view of agent calls grouped by call ID or agent name. The report includes call start and times, duration, ring, hold, talk, disconnect and conference time. Call IDs for system abandons are displayed in red text.
- Call Completion - A detailed list that shows information about how calls coming into the system were completed.
- Call Dispatch - Provides dispatch and call information for tracking call time and dispatch time for dispatch jobs.
- Call Traffic - An interval-based assessment of live call traffic to help gauge call volume and agent staffing.
- Call Type - A list of call types, durations, and completion codes.
Call Log Analytics
Detailed call reports can be generated from call log analytics for a specific date and time period and include information such as how many calls are coming into the system, who or what department calls the most, which agents take the most calls, ring count, peak traffic times and number of calls answered during peak times, and how calls were completed.
Call traffic data can be assessed to help gauge call volume to anticipate workload and staffing needs.
Other types of call log analytics data are recorded by the software and are available for detail reporting:
- Account Statistics – Used for billing, system evaluation, and agent performance.
- Agent Tracker – Analytics about an agent’s activity including number of calls, call time, time spent editing scripts and setting up directories, email activity, and events such as login/out and ready/not ready.
- ANI – A specific view of calls that can be filtered by the automatic number identification (ANI).
- Billing – Call centers who have healthcare customers, or hospital call centers who monetize call traffic by outsourcing to healthcare facilities, can use billing codes to track accounts and their call activity for invoicing.
- Call Details – Detailed call information including dispatch jobs, dial out activity, messages, message history, events by call ID or agent, speech recognition events, and live call information.
- Service Level – A breakdown of information showing how well skill groups and individual agents are handling calls via color-coded warnings.
The 1Call analytics dashboard helps healthcare call center supervisors monitor multiple metrics at once. Widgets display detailed statistical information that is recorded by the switch, compiled, and presented it in a variety of easy-to-understand formats.
Custom reports can be generated and used for billing, evaluating individual agent and/or group performance, call stats, dispatches, messages, system usage, and more.
The Agent Assessment feature is a customizable survey and scoring tool for assessing agent performance on individual calls. Supervisors can listen to recorded calls and evaluate how agents handle each call using customized questions. This enables managers to provide positive feedback or additional training to agents.