Search Results

Purpose: Show how calls flow from start to finish, including transfers, pickups, misses, and handle time. What you will see Total calls split into Transferred and Not Transferred. For transferred calls, destination numbers and their outcomes. F...

Purpose: Turn journey insights into concrete actions that reduce missed calls and shorten time to help. Steps to improve Lower unnecessary transfers Map the top transfer reasons to better screen prompts or knowledge articles. Increase picku...

Purpose: Provide clear meanings for terms used in SimboConnect analytics. Terms Call Volume: Number of calls received in a period. Weekday Average: Average calls for a weekday across the selected period. Hourly Average: Average calls for a spec...

Purpose: Give you a simple routine to review analytics and improve service every week. Weekly rhythm Monday: Check Daily Call Volume for last week. Note spikes. Tuesday: Review Weekday and Hourly Averages and adjust schedules. Wednesday: Review...

Purpose Explain what each Phone Copilot user role can access, when to use each role, and how to choose the correct role when creating a new user. Overview It is an AI Phone Copilot for front office teams. Users sign in to a dashboard where access is control...

Purpose Help administrators understand where to configure how Phone Copilot interacts with callers and how each section on the page fits together. Navigation Admin menu → Copilot Settings → Workflow Customization What you can configure on this page Kn...

Purpose Teach Copilot what to say by letting it read your public site and PDFs used by your practice to answer patient questions from that. How it works Paste one or more URLs. Separate with new lines, spaces, or commas. Copilot crawls the sites re...

Purpose Allow callers to reach your front desk when transfer is requested or when escalation is needed. Behavior If this number is set, Copilot can transfer calls to your front desk during office hours. If this number is not set, Copilot will not t...

Purpose Route referral-related calls to a special number for faster handling. Behavior If this number is set and your workflow calls for referral transfer, Copilot transfers immediately. If blank, Copilot records the referral details and posts a me...

Purpose Offer callers a choice of language at the start of the call. Behavior When enabled, Copilot opens with a language menu such as English or Spanish. When disabled, Copilot speaks English only. Steps On Workflow Customizations, check...

Purpose Let callers reach the on-call doctor after hours with proper screening. Behavior When enabled, after-hours calls go to an on-call menu. Copilot screens for: If they really need an on-call doctor Whether the caller is an existing patie...

Purpose Increase identity assurance by having Copilot read back and confirm the caller’s date of birth. Behavior Copilot asks for name and date of birth at the start. When this option is enabled, Copilot confirms the date of birth back to the calle...

Purpose Control how long Copilot waits while attempting a live transfer before it stops trying. Behavior After the timeout, Copilot returns to the caller and takes a message if the transfer did not connect. Steps Find Transfer Timeout. En...

Purpose Provide location and directions so Copilot can answer “where are you” and “how do I get there” questions. What to include Location names and street addresses Parking information Public transport guidance Any special directions ...

Purpose Allow Copilot to answer “when are you open” accurately and to control transfer behavior within office hours. What to include Normal hours Per-location hours if they differ Department exceptions or special rules Any instructions fo...

Purpose Define how Copilot gathers prescription refill details and when to escalate. Where to edit: Refill Workflow Questions Suggested questions and conditions Paste and adapt the following example lines: Which medications would the caller like to re...

Purpose Control how Copilot handles medical records requests. Where to edit: Medical Records Workflow Questions Suggested questions and conditions What type of records are requested: full medical record or a specific visit What is the mode of delivery. ...

Purpose Define how Copilot books or collects details for new and follow-up appointments. Where to edit: Appointment Workflow Questions Suggested questions and conditions Is the caller an existing patient with us or a new patient What is the reason...

Purpose Guide Copilot to collect the exact information needed to reschedule. Where to edit: Appointment Rescheduling Workflow Questions Suggested questions Please provide the appointment details you want to reschedule including date, time, and doctor ...

Purpose Collect cancellation details and try to retain the appointment when appropriate. Where to edit: Appointment Cancellation Workflow Questions Suggested questions and prompts Please provide the appointment details you want to cancel including date...