Call Analytics in Weave Portal (Website)
Please share your feedback, suggestions, and concerns about Call Analytics in Weave Portal.
Do vote if your idea is already present. It will help us improve Analytics at Weave.
Seems like everyone needs to separate extensions. When can this be done?
Need be able to separate the calls going into each inspection
I hope this post finds you all in good health. I am writing to express some concerns and seek some clarification regarding a recent change that has been implemented in Weave's phone call analytics system.
We've noticed that the office filter, an essential feature for our operations, seems to have been removed from the system. This feature was integral to our analytical process, allowing us to sort and view data based on different offices. Its absence has posed significant challenges for us in efficiently analyzing our call data.
Given the importance of this feature to not just our operations but, potentially, many others' as well, we're curious about why such a significant change was made. Was this an intentional alteration or a temporary glitch? If it was an intentional change, could someone from the Weave team provide insight into the rationale behind this decision?
We understand and appreciate that system updates are often necessary to improve functionality and user experience. However, we also believe that maintaining open communication about these changes is essential to ensure smooth transitions and continued efficiency for all users.
Hence, we request urgent attention to this matter from the Weave team. If there is any workaround or alternative solution available, we, and possibly other users, would greatly appreciate your guidance.
Thank you all for your time and consideration. We look forward to a response and further clarification on this matter.
Analytics...We would like to be able to see the call log for each dept within our phone tree. We would like to be able to view the number of calls coming in, Calls missed and voicemails.
I need an option to filter the extensions.
Lauren Dickey commented
I would love the ability to filter based on whether the calls came in during open hours, break hours, lunch break hours, or closed based on the schedule set in the desktop app. This is important to be able to track for efficient in missed calls vs answered.
MVC BILLING commented
Love these analytics! It would be awesome if we could break it down by our call groups to identify which area of the office is missing calls.
Austin Nelson commented
I would love the ability to filter based on whether the calls came in during open hours, break hours, lunch break hours, or closed based on the schedule set in the desktop app.
We need a filter in the phone analytics that show how many calls each individual user takes, and a way to find the average call length for each User. As others have stated, a way to track hold times would also be useful, especially if we can track that by user as well.
Nicole Sandoval commented
The locations that have phone trees set up have calls that are labeled as “missed” when they actually got redirected to the pharmacy voicemail box.
We’d like to suggest a built-in filter that can exclude those "missed calls" from their metrics to better benchmark our locations.
Mark Conrad commented
User stats would be extremely helpful to manage performance. Below are some attributes:
Total Staffed time
Total unproductive time
Number of calls taken
Number of calls rejected
Mark Conrad commented
Queue level reporting is necessary to determine calls terminating in multiple places.
Seth NA commented
This is great keep it coming!
Carmen V. commented
Hello. I would love to see a 'calls waiting' feature with the time that each patient has been waiting. Also, it would be great if you could pick the call you want to pick up from the list if it's someone you've been waiting to call you back. Agent stats are lacking as well.
katie LeVan commented
Love this! I do have a lot of questions as to the categories of the analytics.
1) What is the Weave average - industry benchmark?
2) When I select to print the PDF, it's not a usable format
3) I am trying to look at a consistency trend based on day to compare to scheduled users it's difficult to see what days the trends are occurring without a manual count.
Taylor Phillips commented
So many great comments here! Would love to see hold times and to be able to filter by Weave user. What is defined as a "Long Duration" call? Would like to see the time of day those long calls happened, or, Weave user associated.
Mayling Molina commented
This is a nice feature. It would be very helpful to have access to all the abandoned phone numbers as well as the missed calls directly from this page. Also, for me is important to be able to find out how many of those calls were returned.
It is a very helpful feature Thank You! It would also be helpful to see the analytics of incoming texts messages and outgoing to show the volume of patients that prefer to use that form of communication.
Amanda Merren commented
I love that this is an option! Two things that I think could make it amazing:
1. allow us to filter by Weave user
2. allow the report to open in Google Sheets, many of us no longer use excel.
Chris Harward commented