Call insights

Open Reports → Call insights to see how your phone calls turn into bookings. It counts every call Call AI analysed in the date range, by the time the call started in the practice's own time zone. Opening the report never runs AI: the numbers come straight from the analyses already stored. The report needs Smileline Voice; without it, it doesn't open.

The tiles

• Analysed calls — calls Call AI analysed, against the previous period of equal length.
• New-patient booking rate — of the calls from people who had never attended an appointment, where booking was the aim, the share that booked. A booking was the aim when the call ended Booked, Call back agreed or Not booked; a question, an admin call or a voicemail doesn't count against you.
• Unbooked value — the value of the open journeys that callers who didn't book still have unbooked today.
• Booked after a lost call — callers who didn't book on the call, or agreed a callback, and booked afterwards.
• Average call score — the average scorecard score, out of 100.

The week's summary

Once a practice week (Monday to Sunday) has ended, Call AI writes one summary of it from the week's figures: a headline, what worked, what to fix, the objections that cost the most bookings with a reply to try next time, and ideas worth adding to your call playbook. A week whose calls were analysed late is still written up. The report shows the latest week that falls wholly inside the date range.

Like the coaching it comes from, the summary is for owners and practice managers only. It is written from counts and your own scorecard and playbook, never from what was said on a call, so it never names a patient or anyone on your team, and a summary that would quote a phone number or email address is held back for review instead of being saved.

The tables

• Objections callers raised — each objection, how many calls raised it in this period and the previous one, how often those calls still booked, and how often it was handled well.
• Why calls didn't book — the reasons, grouped by who can fix them: the team on the call, the practice's offer (price, diary or services), the patient's own situation, or the quality of the lead.
• Scorecard — for each step of a good call, how many calls did it and how many didn't, and the booking rate either way. This shows which steps actually lead to bookings.

Owners and practice managers also see:

• Team — each person's analysed calls, booking rate, average score and calls flagged for review.
• Calls a manager should hear — the calls Call AI flagged for review, newest first, with who took them, the patient, the outcome and the score.

Nobody else sees those two tables or the week's summary, and opening them is written to the practice's activity log.

The weekly email

Reports → Call insights weekly digest is the same report for last week, and it is what the Monday email contains: the headline numbers, and for owners and managers the week's summary. Each email is built for the person it goes to, and it isn't sent if they have left the practice or lost access to reports while it was being prepared. When your first weekly summary is written, the practice's owners are signed up to receive it every Monday at 8:00. Anyone else with access to reports can sign up from that report with Schedule email — see Schedule an email digest. Turning it off or deleting it there keeps it off.