Change log
7/19/2021
the following changes have been made to our phone system:
- Greeting has been removed. Please introduce the Clinic and yourself when you receive a call.
- Incoming calls will rotate between front desk and call center staff.
- A soft key button will appear on your screen to pick up calls that have been put on hold. Press the button under the word pick up.
- the receptionist will receive all calls now come on and then route as needed.
- During peak hours, extra calls with the route to the office coordinators, the nurses, and then the answering service
- Calls on extended wait time will be routed to the Office manager
Statistics
| Date Range | 07/12/2021 | 07/18/2021 | |||
| User name | User Extension | Status | Number of Calls | Percent of Calls | Call Minutes |
| Callcenter kim | 41 | Very frequent | 323 | 20.02% | 12:50:22 |
| Reception Jessica | 21 | Very frequent | 244 | 15.13% | 10:25:54 |
| Answering Service | 30 | Very frequent | 240 | 14.88% | 10:16:14 |
| Reception Jennifer R | 22 | Very frequent | 223 | 13.83% | 10:29:12 |
| Caitlin Fetner | 14 | Very frequent | 111 | 6.88% | 08:11:39 |
| Reception Courtney | 24 | Very frequent | 105 | 6.51% | 03:43:40 |
| Reception Erica | 20 | Very frequent | 100 | 6.20% | 03:56:40 |
| Juliana Douglas | 18 | Very frequent | 73 | 4.53% | 06:53:10 |
| Chelse Ladner | 16 | Very frequent | 65 | 4.03% | 08:12:50 |
| Kaylee Michel | 17 | Very frequent | 61 | 3.78% | 03:52:32 |
| Lauren Beech | 15 | Very frequent | 47 | 2.91% | 04:14:12 |
| Coordinator Jennifer | 33 | Frequent | 10 | 0.62% | 00:35:54 |
| Coordinator Jennifer | 33 | Frequent | 10 | 0.62% | 00:35:54 |
| Coordinator Laura | 32 | Frequent | 7 | 0.43% | 00:19:31 |
| Nurses Cordless | 28 | Rare | 1 | 0.06% | 00:00:06 |
| Reception Whitney | 23 | Non Users | 0 | 0.00% | 00:00:00 |
| Pharmacy Tech Nicole | 25 | Non Users | 0 | 0.00% | 00:00:00 |
Thirty-day stats
| Date Range | 06/19/2021 | 07/18/2021 | |||
| User name | User Extension | Status | Number of Calls | Percent of Calls | Call Minutes |
| Callcenter kim | 41 | Very frequent | 1277 | 19.76% | 53:42:32 |
| Reception Jessica | 21 | Very frequent | 1032 | 15.97% | 41:02:59 |
| Answering Service | 30 | Very frequent | 920 | 14.24% | 35:12:03 |
| Reception Jennifer R | 22 | Very frequent | 729 | 11.28% | 34:33:10 |
| Reception Courtney | 24 | Very frequent | 518 | 8.02% | 20:52:43 |
| Reception Erica | 20 | Very frequent | 403 | 6.24% | 13:56:54 |
| Caitlin Fetner | 14 | Very frequent | 390 | 6.04% | 23:33:47 |
| Juliana Douglas | 18 | Very frequent | 375 | 5.80% | 31:08:23 |
| Kaylee Michel | 17 | Very frequent | 238 | 3.68% | 15:08:53 |
| Chelse Ladner | 16 | Very frequent | 231 | 3.58% | 19:09:31 |
| Lauren Beech | 15 | Very frequent | 215 | 3.33% | 20:36:43 |
| Callcenter Kendra | 40 | Rare | 45 | 0.70% | 01:59:56 |
| Coordinator Jennifer | 33 | Frequent | 37 | 0.57% | 02:30:21 |
| Coordinator Laura | 32 | Frequent | 35 | 0.54% | 01:17:05 |
| Provider Station #2 | 26 | Occasional | 8 | 0.12% | 00:42:03 |
| Nurses Cordless | 28 | Rare | 4 | 0.06% | 00:12:35 |
| Reception Whitney | 23 | Non Users | 0 | 0.00% | 00:00:00 |