Call Analytics

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Overview

Call Analytics is a weekly review of every call that came in to your practice. It shows how many calls you got, how many were answered, what happened to the ones that weren’t, and when callers were waiting longest. It also checks your phone setup against what callers actually went through, and lists anything worth fixing under What to fix. Each of those comes with a suggested fix that Pear can make for you. The figures are updated every night, so each morning you can see the previous day’s calls.

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Why we built it

Most practices only find out their phones aren’t working the way they should when a patient complains. A switch left on after lunch, a queue that only ever rings one phone, or a message with no recording can quietly turn callers away for weeks before anyone notices. Call Analytics shows you how your phone system really behaves from your callers’ side, week by week. You can see where calls are being lost, when your team is stretched, and which callers are still waiting to hear back from you. Then you can decide what to change, with real numbers behind the decision. It’s another example of how Pear Australia works: rather than adapting your business to fit the platform, you get the flexibility to build a phone system around your business. Call Analytics shows you where your setup and the way your practice actually works have drifted apart, and Pear can change your setup to match.

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Before you start

• You need the Analytics reports permission. Without it, Call Analytics doesn’t appear in your menu.
• Pear turns Call Analytics on for each practice. Until it’s ready for yours, the page says Call Analytics for this practice is being prepared by Pear. If you’d like it sooner, contact Pear Support.

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Opening your review

1. Go to Reports in the left menu and click Call Analytics.
2. If you look after more than one phone system, choose yours from the box at the top.
3. Use Week to pick a week. The page opens on the most recent full week.
4. Use Line to look at one phone number on its own, or leave it on All lines.

A week runs Monday to Sunday in your practice’s time zone. The current week is marked (in progress) in the list, and while you’re looking at it the page says This week isn’t finished yet, because it only has the calls up to last night. If a week includes a public holiday, the top of the page says so, for example Includes Melbourne Cup (Tue 3 Nov).

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The headline numbers

Five numbers sit across the top. Each one shows how it compares with the week before, for example up 4 points on last week. Green means it moved in a good direction and red means it moved in a bad one. Hover over the i on any card to see how it’s counted.

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What happened to each call

Every call is given exactly one outcome. These are the outcomes you’ll see in the charts and the Where calls went card. If a call fits more than one, the first one in the table wins. For example, a caller who waited in a queue and was then answered counts as Answered. When a switch (such as a lunch break or after-hours switch) plays a message that then leads to voicemail, the call counts as Sent to a message, not voicemail. The switch is what turned the caller away, so that’s what you need to see.

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The charts and tables

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When calls came in

Calls by hour of the day, with all seven days added together. Each bar is split by outcome, so you can see when calls go unanswered. Your opening hours are shaded. The chart covers 7am to 10pm. If calls came in outside those hours, the description above the chart says how many.

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How long callers waited

The average wait before a queue call was answered, for each hour of the day. The dashed line marks 60 seconds. Hours where the bars cross the line are when callers waited longest.

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Calls by day

One row per day, showing calls, answered, gave up in a queue, and ended in the menu or at a message. Public holidays and days your practice was closed are highlighted and labelled. They’re shown, not hidden, so the week’s totals still add up.

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Where calls went

Every outcome for the week, with a count and a percentage. Below that, Calls sent to a message, and by what names the switch or message that caught each of those calls. If it says Not identified (switch details estimated), the review knows the caller was played a message but couldn’t tell which switch played it.

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How often people called

How many callers rang once, twice, three times, four times, or five or more times this week. Calls from the same number count as one caller, even if the number was written differently (for example 04… and +614…). Callers who hide their number aren’t counted here. The line above the bars, for example 12 of 340 callers were never answered this week, counts callers who rang at least once and never had a call picked up by a person.

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Your lines

When Line is set to All lines and you have more than one phone number, this table shows each number side by side: calls, answered, not answered, and the answer rate. Not answered is everything that wasn’t picked up by a person, including calls that went to voicemail or were forwarded. The answer rate is coloured to help you scan it:

• Green: 90% or more
• Amber: 75% to 89%
• Red: below 75%

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What to fix

This section lists problems the review found in that week’s calls. A problem only appears when real callers were affected that week. Calls on public holidays and days you were closed are left out, so a holiday never triggers one. Each card shows:

• What happened, in plain words
• The numbers behind it, for example Calls affected: 12 · Days it happened: 3
• Pear can fix this for you, with the fix Pear suggests

Problems that stop callers hearing anything at all have a red edge and are listed first. The rest have an amber edge. If nothing turned up, you’ll see Nothing needs fixing this week.

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What each problem means

The problems about opening hours only appear when the review knows your opening hours. [Line] keeps ringing after you close also needs hours that come from Pear’s settings for your practice or from your phone system’s own schedule, not hours estimated from your calls.

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Sending a problem to Pear

1. Click Send to Pear Support on the card.
2. Check the details. This is exactly what Pear Support will receive.
3. Add a note if you want to (optional).
4. Click Send to Pear Support.

The card then shows Sent to Pear, with the date and who sent it. You only need to send each problem once. If someone else already sent it, you’ll see Already sent on and the date.

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What the status on a card means

If a problem comes back after it was resolved or fixed, it shows as open again and you can send it to Pear again.

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What callers went through

Up to two real examples from the week, so you can see the problems from the caller’s side:

• Longest wait: the longest anyone waited in a queue before hanging up, for example Waited 4 min 12 s in Reception, then hung up. If the queue put them back in when the wait ran out, the card says so underneath, for example When the wait ran out, the queue put them back in 2 times. A very long wait usually means this.
• Most phones rung: the missed call that rang the most phones without anyone picking up. Each phone counts once, however many times the queue rang it, so Rang 1 phone in Reception, nobody answered means only one phone was ringing for that caller.

Each example shows the day and time of the call. No phone numbers are shown here.

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Callers who never got through

The list Rang more than once, never got through, not rung back shows callers who:

• rang at least twice that week on the line you’re looking at,
• never had a call answered or forwarded, and
• weren’t rung back.

A caller counts as rung back if someone at your practice made an outgoing call to that number within 48 hours after a missed call, and the call connected. Ringing them back takes them off the list the next morning, once the overnight update has run. Callers who hide their number aren’t listed, because there’s no way to tell them apart.

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Why some numbers are hidden

• If you have the Call Logs reports permission, you see the full number. Otherwise the number is partly hidden, for example 04xx xxx 123, and the list says Numbers are hidden for your role.
• Phone numbers are only kept for 14 days. After that, the list shows Number no longer kept, even for people who can normally see numbers. The counts stay.

The rest of the review is kept for 13 months.

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Notes at the top of the page

Sometimes the page shows Some details are estimates, with a list of reasons underneath. The numbers are still worth reading, but treat the details listed as approximate. Common reasons are:

• Switch details are estimated until call flow tagging is confirmed: the review can tell a caller was played a message, but not always which switch played it.
• Some calls arrive on numbers this review doesn’t track yet: one of your phone numbers isn’t part of the review yet. Pear will add it.
• Last week’s import isn’t complete yet: some of the week’s calls haven’t been brought in. This usually sorts itself out overnight.

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Your opening hours

Several charts and problems depend on your opening hours. The review takes them from the first of these that’s available:

1. Opening hours Pear has set for your practice
2. Your phone system’s own schedule (the time conditions that switch your phones between open and closed)
3. An estimate, based on when your calls are usually answered

If your hours look wrong on the When calls came in chart, contact Pear Support and they can correct them. Public holidays for your state, and days your practice was set to closed on the phone system, are marked on the page and left out of What to fix.

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The weekly email

Once Pear switches it on for your practice, you’ll see Email me this every Monday morning under the page heading. Turn it on to get a summary of the previous week each Monday morning, from around 7am your time. The email has:

• Calls, answered, gave up in a queue, and ended in the menu or at a message, each compared with the week before
• Up to three open problems from What to fix, the most serious first
• A link straight to that week’s review

To stop it, turn the switch off on the page, or click the unsubscribe link at the bottom of any email. You don’t need to sign in to unsubscribe. If a week’s calls aren’t complete by Monday morning, the email isn’t sent for that week, so you never get a summary with missing calls.

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On your dashboard

The Last week’s calls card on your dashboard shows last week’s answer rate, how it changed from the week before, and the most important problem to fix (or Nothing needs fixing this week.). Click the problem to jump straight to it, or click See the full review to open Call Analytics. The card only appears once your practice has a full week in Call Analytics.

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Frequently asked questions

Why don’t I see today’s calls? The review is updated once a night, in the early hours of the morning. Today’s calls appear tomorrow morning. Why doesn’t the Calls number match Call History? Call Analytics counts each incoming call once, however many phones it rang or queues it passed through. It also leaves out calls between staff and outgoing calls. Call History lists the call records themselves, so the totals can differ. Why is a forwarded call not counted as answered? Answered means someone at your practice picked up. Calls forwarded to another number are shown separately as Forwarded, so you can see how many calls left the practice. A caller rang twice and we rang them back. Why are they still on the list? A callback is only matched if it went to the same number, within 48 hours of the missed call, and connected. It’s picked up in the overnight update, so they come off the list the next morning. Can I fix a problem myself? The fixes are changes to your phone system, so Pear makes them. Click Send to Pear Support on the card and Pear will take it from there. Who else can see this? Anyone at your practice with the Analytics reports permission can see the review. Only people who also have Call Logs permission see full phone numbers.