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.