Understanding Metrics

What you'll learn: What common metrics mean and how to interpret them for your practice.

Call Metrics

Total Calls

All calls received in the period:

Higher is usually better (more patient interest)
Compare to previous periods
May vary by season or marketing

Completion Rate

Percentage of calls handled successfully:

Target: 90%+ is excellent
Low rates may indicate issues
Review calls that weren't completed

Average Duration

Typical call length:

Very short may mean quick hang-ups
Very long may mean complex issues
Depends on your practice type

Appointments Booked

Calls that resulted in bookings:

Your conversion metric
Key indicator of AI effectiveness
Goal: maximize within reason

Appointment Metrics

Total Appointments

All appointments in the period:

Shows demand for services
Track growth over time
Compare to capacity

Show Rate

Percentage of scheduled appointments that occurred:

Target: 80%+ is good
Low rates need attention
Affected by reminders

Cancellation Rate

How often appointments are cancelled:

Lower is better
High rates may indicate scheduling issues
Track reasons for cancellations

No-Show Rate

Appointments missed without notice:

Target: Under 10%
High rates hurt productivity
Consider policies to reduce

Patient Metrics

New Patients

Patients added in the period:

Growth indicator
Track acquisition channels
Healthy practices add regularly

Active Patients

Patients with recent activity:

Your engaged patient base
Should be larger than new patients
Indicates retention

Retention Rate

Patients who return:

Key health indicator
High retention = healthy practice
Low retention needs investigation

Conversion Metrics

Call to Appointment

Percentage of calls resulting in bookings:

Shows sales effectiveness
AI performance indicator
Target: varies by practice

Inquiry to Patient

How many inquiries become patients:

Full conversion funnel
End-to-end effectiveness

Using Metrics

Compare periods — This month vs. last month

Track trends — Are you improving?

Set targets — Know what good looks like

Take action — Use insights to improve

Next: Appointment Statistics | Previous: Reports Overview