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Purpose: Set a default contact who receives alerts when no other schedule matches. How it works If a call arrives and there is no matching on-call entry for that time and call type, Phone Copilot sends the alert to the contact defined in the Fallback Schedul...

Purpose: Automate repeating coverage such as weekdays or weekends. Steps Open Default Schedules and select Recurring Schedule. Select From Date and To Date to define the period where the pattern applies. Enter From Time and To Time for each day...

Purpose: Explain how call types control which calls a schedule handles. What call types represent A call type is a group that reflects the source and urgency of the call. Typical groups include but not limited to: After-hours office routine After-h...

Purpose: Explain what the Alert Preferences field does during scheduling. What it controls Alert Preferences define the protocol that Phone Copilot uses to notify the on-call person. A protocol can include up to three steps and can mix email, text, and phone...

Purpose: Show how to manage schedules in bulk with a spreadsheet. Export steps Open On-Call Schedule. Select the Download icon near the Calendar and Table view buttons to export the current schedule to Excel. Import steps Download the temp...

Purpose: Provide a quick checklist to ensure every after-hours call is routed. Steps In Calendar view, scan each day and night band for entries. Hover items to confirm the right person, call type, and alert group. In Table view, sort by From Date Ti...

Purpose: Explain what an Alert Group is, how alerts flow during after-hours, and how to view Alert Groups in the Phone Copilot admin menu. What is an Alert Group An Alert Group is a reusable alerting protocol or alerting preference that tells Phone Copilot w...

Purpose: Provide step-by-step instructions to add a new Alert Group or edit an existing one, and explain each field. Before you start Confirm that your on-call providers are assigned as Primary, Backup 1, and Backup 2 in your on-call schedule. Decid...

Purpose: Explain what a Vacation or Temporary Override is in Phone Copilot, why it is useful, and where to find it in the Admin area. What is a Vacation or Temporary Override A Vacation or Temporary Override lets you replace a scheduled on-call doctor with a...

Purpose: Provide clear steps to add, edit, delete, and view Vacation or Temporary Overrides in SimboConnect. Before you start Make sure both the original and replacement doctors are added as on-call providers in SimboConnect. Know the exact start an...

Purpose: Help you reach the analytics reports for phone operations in Phone Copilot. Where to find this Sign in to Phone Copilot. Open Admin. Under Analytics, choose one of the reports: Call Volume Call Details Customer Journey ...

Purpose: Show total volume trends so you can plan staffing and office hours. What is in this report Weekday Averages: Average number of calls per weekday. Hourly Averages: Average number of calls by hour of day. Daily Call Volume: Count of call...

Purpose: Understand which weekdays receive more or fewer calls. Reading the panel Each bar shows the average number of calls for that weekday in the selected period. Use it to compare Monday to Tuesday, and so on. Actions to take Increase ...

Purpose: Identify peak hours during the day. Reading the panel Bars show the average calls per hour across the selected days. Early morning and mid afternoon often have different patterns. Your data will show the exact hours. Actions to take ...

Purpose: Track exact call counts for each day in the selected period. Reading the panel Each day shows the total number of calls. Use it to find sudden jumps or drops. Actions to take Investigate very low days for possible technical issues...

Purpose: Show what callers need, who handled calls, and how fast requests were closed. What is inside Call Bifurcation: Reasons for calls. Call Assignments: Number of calls assigned to each user. NA means not assigned to a single user and handled by...

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 pra...

Purpose: Show how many calls each user is assigned. Reading the panel The table lists users and the number of calls assigned to each. NA means calls not assigned to one person and handled by all. Actions to take Balance workload across the...

Purpose: Measure how long it takes to close a caller’s request. Reading the panel Buckets show counts and percentages for closure times such as 0–10 minutes, 10–30 minutes, 30–60 minutes, 1–3 hours, 3–8 hours, 8–24 hours, and more than 1 day. Action...

Purpose: Identify who is closing calls and at what share. Reading the panel The chart shows the distribution of closed calls by closer. Use it to recognize good performance and to find training needs. Actions to take Pair high closure shar...