Call Details: Call Bifurcation - Admin Panel

Purpose: Explain why people are calling your practice.

 

Reading the panel

 

 

• Each category shows its share of total calls in the period.

• Examples include refills, records, condition related questions, appointments, and other reasons defined for your practice.

 

 

Actions to take

 

 

• Prepare scripts and workflows for the top reasons.

• Update your IVR greeting to direct common requests to the right team.

• Add self-service steps where appropriate.

 

 

Tips and good practices

 

 

• Review this monthly to keep scripts current.

• If a low-value category is high, look for a self-service option to reduce agent effort.