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Call Center Performance Dashboard

Based on 2,473 calls with transcripts from 7/6-7/13

Core Performance Metrics

Customer Experience

Sentiment	Count	Percentage	Avg Turns	Median Turns
Neutral	1529	61.8%	15.0	13.0
Unknown	381	15.4%	2.7	1.0
Positive	269	10.9%	24.9	23.0
Negative	251	10.1%	18.2	16.0
Mixed	43	1.7%	33.1	29.0

Call Intent Analysis

Intent Category	Volume	% Share
Appointment	1006	40.7%
Transfer	400	16.2%
Refill	241	9.7%
No Response	227	9.2%
Other	151	6.1%
Return	109	4.4%
Records	87	3.5%
General Info	61	2.5%
Callback	46	1.9%
Insurance	42	1.7%
Billing	36	1.5%
Symptoms	30	1.2%
Sales	25	1.0%
Staff	6	0.2%
Complaint	4	0.2%
Emergency	2	0.1%

Patient Identification Success Rate by Call Intent

Intent	Identified	Total Calls	Success Rate	Avg Turns to Verify	Median Turns	Min Turns	Max Turns
Callback	35	46	76.1%	10.3	9.0	5	34
Symptoms	22	30	73.3%	11.4	9.5	5	24
Appointment	719	1006	71.5%	10.3	9.0	3	58
Return	77	109	70.6%	10.4	9.0	5	27
Refill	165	241	68.5%	11.1	9.0	3	62
Complaint	2	4	50.0%	5.0	5.0	5	5
Emergency	1	2	50.0%	5.0	5.0	5	5
Billing	18	36	50.0%	9.8	9.5	5	17
Insurance	21	42	50.0%	9.3	9.0	5	21
Records	41	87	47.1%	10.6	10.0	5	23
General Info	13	61	21.3%	6.7	7.0	5	10
Other	23	151	15.2%	8.6	7.0	5	20
Transfer	58	400	14.5%	9.0	7.0	5	27
No Response	0	227	0.0%	-	-	-	-
Staff	0	6	0.0%	-	-	-	-
Sales	0	25	0.0%	-	-	-	-

Transfer Deep Dive Analysis

1,136 Transfer Calls

Transfer Triggers

Trigger Type	Count	% of Transfers	Avg Turns
User Requested	667	58.7%	11.1
Bot Triggered	469	41.3%	15.7

Transfer Analysis by Intent

Call Intent	Transfer Reason	Count	% of Intent
Appointment (507 total)	Procedure_Referral_Required	199	39.3%
	No_Appointment_Found	105	20.7%
	User_Requested_Human	92	18.1%
	New_Patient_Related	54	10.7%
	Clinic_Policy	49	9.7%
	Proxy_Caller	4	0.8%
	Returning_Call	2	0.4%
	Callback_For_Medication	1	0.2%
	Verification_Failed	1	0.2%
Transfer (364 total)	User_Requested_Human	360	98.9%
	No_Appointment_Found	3	0.8%
	Proxy_Caller	1	0.3%
Refill (76 total)	User_Requested_Human	39	51.3%
	Callback_For_Medication	17	22.4%
	No_Appointment_Found	12	15.8%
	Proxy_Caller	4	5.3%
	Clinic_Policy	2	2.6%
	Procedure_Referral_Required	1	1.3%
	Insurance_Problem	1	1.3%
Return (42 total)	Returning_Call	18	42.9%
	No_Appointment_Found	10	23.8%
	Procedure_Referral_Required	7	16.7%
	User_Requested_Human	6	14.3%
	New_Patient_Related	1	2.4%
Records (40 total)	User_Requested_Human	15	37.5%
	Medical_Records_Request	13	32.5%
	No_Appointment_Found	4	10.0%
	Procedure_Referral_Required	3	7.5%
	Proxy_Caller	3	7.5%
	New_Patient_Related	2	5.0%
Insurance (25 total)	Insurance_Problem	12	48.0%
	User_Requested_Human	6	24.0%
	Procedure_Referral_Required	2	8.0%
	Proxy_Caller	2	8.0%
	Clinic_Policy	1	4.0%
	New_Patient_Related	1	4.0%
	No_Appointment_Found	1	4.0%
Other (22 total)	User_Requested_Human	7	31.8%
	Procedure_Referral_Required	4	18.2%
	Clinic_Policy	3	13.6%
	No_Appointment_Found	3	13.6%
	Proxy_Caller	3	13.6%
	Returning_Call	1	4.5%
	Verification_Failed	1	4.5%
Billing (18 total)	User_Requested_Human	8	44.4%
	Billing_Concern	6	33.3%
	Proxy_Caller	3	16.7%
	No_Appointment_Found	1	5.6%

Transfer Analysis by Reason

Transfer Reason	Call Intent	Count	% of Reason
User_Requested_Human (550 total)	Transfer	360	65.5%
	Appointment	92	16.7%
	Refill	39	7.1%
	Records	15	2.7%
	Billing	8	1.5%
	General Info	8	1.5%
	Other	7	1.3%
	Sales	7	1.3%
	Insurance	6	1.1%
	Return	6	1.1%
	Staff	2	0.4%
Procedure_Referral_Required (225 total)	Appointment	199	88.4%
	Symptoms	8	3.6%
	Return	7	3.1%
	Other	4	1.8%
	Records	3	1.3%
	Insurance	2	0.9%
	Refill	1	0.4%
	Callback	1	0.4%
No_Appointment_Found (141 total)	Appointment	105	74.5%
	Refill	12	8.5%
	Return	10	7.1%
	Records	4	2.8%
	Other	3	2.1%
	Transfer	3	2.1%
	Billing	1	0.7%
	Callback	1	0.7%
	General Info	1	0.7%
	Insurance	1	0.7%
Clinic_Policy (62 total)	Appointment	49	79.0%
	Sales	4	6.5%
	Other	3	4.8%
	Refill	2	3.2%
	Staff	2	3.2%
	Callback	1	1.6%
	Insurance	1	1.6%
New_Patient_Related (58 total)	Appointment	54	93.1%
	Records	2	3.4%
	Insurance	1	1.7%
	Return	1	1.7%

Critical Issues Identified

Focus Areas

Issue Description
Extremely High Transfer Volume: 1,136 transfers out of 2,473 calls (45.9%) represents nearly half of all interactions requiring escalation - indicates fundamental first-line resolution failures and operational inefficiency
User-Driven Transfer Preference: 58.7% of transfers are user-requested, with 65.5% coming from "Transfer" intent - suggests customers actively bypass automated systems preferring immediate human assistance
Appointment Category Dominance: 40.7% of all calls (1,006) are appointment-related, with 50.4% of these requiring transfers - core scheduling functionality is failing to meet customer needs autonomously
Complex Case Management: Mixed sentiment calls require 33.1 conversation turns vs 15.0 for neutral cases - difficult interactions exponentially increase resource consumption and customer frustration
High-Volume Low-Success Categories: Transfer intent has 400 calls but only 14.5% identification success, Other intent has 151 calls with 15.2% success - major categories are underperforming identification protocols
Procedure Referral Bottlenecks: 225 transfers require procedure referrals (19.8% of all transfers) with 88.4% from appointments - specialized medical scheduling lacks automated routing capabilities
Unknown Sentiment Volume: 381 calls (15.4%) have unknown sentiment with only 2.7 average turns - suggests premature call termination or engagement failures before sentiment can be determined

Quick Wins

Fix Appointment Lookup Failures: Address the 105 "No Appointment Found" issues within appointment calls (20.7% of appointment transfers) with enhanced real-time appointment database integration
Create New Patient Onboarding Flow: Build dedicated workflow for the 54 "New Patient Related" appointment transfers (10.7% of appointment transfers) to streamline first-time patient registration and scheduling
Automate Procedure Referral Routing: Create dedicated workflow for the 199 appointment procedure referrals (17.5% of all transfers) to eliminate manual routing delays
Deploy Medication Callback Automation: Create automated prescription status lookup system to address the 17 refill medication callbacks and reduce coordination gaps
Address No Response Intent Volume: Implement proactive engagement strategies for the 227 "No Response" calls (9.2% of total volume) to capture lost opportunities and improve intent classification
Streamline Returning Call Management: Optimize the workflow for 18 returning calls within Return intent (42.9% of returns) to reduce callback loops and improve first-call resolution
Target High-Volume Transfer Reason: Focus on the 141 "No Appointment Found" transfers (12.4% of all transfers) with enhanced appointment lookup integration and real-time scheduling capabilities
Reduce User-Requested Human Transfers: Analyze the 360 user-requested transfers from "Transfer" intent to identify common pain points and implement early intervention strategies

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