How is the New Client Scheduling Rate Calculated?
The New Client Scheduling Rate shows you the booking rate of your front desk team on a rolling 45 day period. We are using a 30 day time frame to capture your team’s consistent performance of their call handling skills.
0%-55% - "A Little Low"
56% - 69% - "Almost There"
70% - 79% - "Way To Go!"
80% -100% - "Amazing"
When your Rewards are set, you will see the target percentage needed to hit your Rewards target, the days left in the Rewards period, and a button to check your team's Reward results.
Why aren’t all my team members located on the Scheduling Leader Board?
In order for a front desk team member to appear in our Scheduling Leader Board, they need to have 3 new client calls scored in a 45 day rolling period. This will ensure a fair average is populated to the board when comparing to other front desk team members.
What Missed Opportunities are counted in the Missed Opportunity section?
Your Missed Opportunities number is the total number of voicemails, missed calls, or unbooked appointments that were captured on your tracking line.
Why are non-business hours counted as a Missed Opportunity?
We include any calls that came in before/after your regular business hours because we want you to follow up with a phone call and recover that caller. If a potential client is calling your practice at 1:00am, chances are - it is an emergency. The client will require follow up care and you will be able to call and check on the the client's needs.
How is the Missed Revenue Identified calculated?
The average new client will spend minimally $450 annually in your practice. We take your number of missed opportunities and multiply it by $450 to get your total Missed Revenue Identified.
How is my % Missed Calls calculated?
It is the number of voicemail or unanswered calls that came into your practice and divided by your total number of all calls to give you your percent.
What if a caller is looking for a service that we do not provide - is this a missed opportunity?
No! We do not mark this as a missed opportunity, but rather mark the call as “ineligible.” Ineligible calls do not affect your data and are not calculated in your UPbook dashboard.
What if we are booked for the dates the caller is looking for an appointment - whether it is sick or wellness? Will this be a missed opportunity?
Yes - it will. You weren’t able to secure the appointment and this will give you a chance to follow up with the caller in case there is an opening. For a sick visit that you could not accommodate, this will give you the opportunity to call back, check on the patient's health, and see if the caller was able to find care for the issue.
What information is each graph based on? How are these number calculated?
This section shows you when your calls are not being answered by your front desk team and are being unanswered or result in a busy signal. This will help you with staffing and scheduling because you will be able to see at a glance when are your busiest times.
Calls by Day - This graph shows you a 45 day daily history of how many calls are being missed or answered.
Calls by Hours - Shows you on a 45 day rolling period the average of your most populate times of the day a call is being unanswered.
Call by Day of the Week - Shows you on a 45 day rolling period an average of your when the most calls by day are being unanswered
Can I see everyone that calls my practice using my website or only new clients?
You can see everyone - new clients and existing clients. The category type in the left hand corner is a filter which you will be able to place to "All" to show all callers or filter to the preference you’d like to view.
You can find this log by clicking your initials in the top right corner of your Dashboard, selecting 'Reports,' and scrolling to the bottom of the page.
What is the Answered Column?
The answered column will show you a green dot if it answered and a red dot if the call was not answered or returned as a busy signal.