TODAY AT A GLANCE
New Leads
New4
Tasks
Overdue11
Messages
Unread11
Forms
New0
Appointments
Confirmed3
DAY VS AFTER-HOURS
33after-hours calls
business hours
0h6h12h18h23h
47 · 59% Biz hrs • 33 · 41% After-hrs
CONVERSATION INSIGHTS
MOST ASKED QUESTIONS
40%
ask “any openings?” — top topic
Bed / room availability32 · 40%
Monthly cost & pricing27 · 34%
Care levels offered21 · 26%
Schedule a tour17 · 21%
Pricing & availability drive 3 of every 4 calls.
REASONS FOR HANDOFF
10 handoffs · 12%
of calls escalated to a human
Caller upset (negative)6 · 60%
Asked to speak to a person2 · 20%
Clinical / medical question1 · 10%
6 of 10 handoffs were upset callers.
PEAK TIME FOR CALLS
10 AM–12 PM
busiest window · 22% of calls
6a8a10a12p2p4p6p8p
28% of calls land before 8AM or after 6PM.
TOPICS EXPLORER
TOPIC CATEGORIES
490 total interactions — sized by volume
Memberships
213 · 43%
Parking
89 · 18%
Book appt.
45 · 9%
Visiting
24 · 5%
Team
35 · 7%
Meal
18 · 4%
Weekends
30 · 6%
Room
15 · 3%
low → high volume
HANDOFF REASONS
47 total handoffs — sized by frequency
Discounts
17 · 36%
Medications
8 · 17%
Labs
8 · 17%
Weekends
6 · 13%
Emerg.
2 · 4%
Billing
2 · 4%
Legal
1 · 2%
Complaint
1 · 2%
low → high frequency
AI PERFORMANCE
AI vs Human
86% fully handled
Incoming Sources
Calls · Widget · Manual
Intent Breakdown
142 calls
CSAT
Excellent62%
Good29%
Poor9%
OUTREACH & ENGAGEMENT
Calls
This month312
SMS
This month870
Email
Sent1,204