Tracking calls

Call tracking allows you to track and record calls to your practice where the patients are responding to communication originating from Patient Engage. This can help you determine how callers find you and which campaigns are most effective. You can use the data you collect to measure the success of your campaigns, improve service quality, and grow your practice.

Whenever you send an email or postcard with an assigned Call Tracking number, Patient Engage will automatically substitute your practice number with the unique tracking number assigned. When your patient calls one of these unique tracking numbers, the call will be routed through our secure data center, then to your practice. The unique tracking numbers allow us to record those calls.

Note: The Call Tracking feature must be turned on for the Incoming Calls box to appear on the Dashboard. After it is turned on for your account and you've received your first call, the Incoming Calls box appears on the Dashboard of your portal and shows a pie chart summarizing the number of calls received per communication channel. For more inforamtion, contact Customer Support. For more information, read Call tracking FAQ.

To view Incoming Calls

1.   Log in to Patient Engage.

2.   Click General.

3.   Under General, click Dashboard.

4.   Click the blue pie chart in the Incoming Calls box on your Dashboard.

This will open a new window where you can do the following:

·        See the total number of calls received via your trackable phone numbers.

·        Filter your Call Log by campaign type, channel, and call status.

·        View important metrics, including call length, call status, and caller type.

·        Listen to your call recordings and add notes to calls.

5.   Click View next to the call you would like to review.

6.   On the Call Log screen, you can do any of the following:

·        Click the play button to listen to the call

·        Update the Status of the call

·        Edit the Caller ID field

·        Select the Caller Type

·        Select the Call Reason

·        Add Notes by selecting Other (Add Notes Below) from the Call Reason drop-down menu

7.   When finished, click Save.

For more information, read Call tracking FAQ.