Strongly support this enhancement. I recently reviewed our phone data to determine whether call demand justified adding a second front desk position, and the lack of historical reporting for Message-Only Lines created a significant blind spot. Without visibility into that volume, we cannot accurately understand total call demand, workload, or whether staffing levels are appropriately aligned with patient access needs.
This data would also be extremely valuable for establishing and monitoring SLAs around call access, hold times, abandonment, and voicemail response. If Message-Only Line activity is excluded from historical reporting, a meaningful portion of patient demand is essentially missing from the data we use to make operational and staffing decisions.
Historical trending and exportable data for these lines would make RingCentral reporting substantially more actionable for healthcare operations.
Krystal
supported this idea
·
Strongly support this enhancement. I recently reviewed our phone data to determine whether call demand justified adding a second front desk position, and the lack of historical reporting for Message-Only Lines created a significant blind spot. Without visibility into that volume, we cannot accurately understand total call demand, workload, or whether staffing levels are appropriately aligned with patient access needs.
This data would also be extremely valuable for establishing and monitoring SLAs around call access, hold times, abandonment, and voicemail response. If Message-Only Line activity is excluded from historical reporting, a meaningful portion of patient demand is essentially missing from the data we use to make operational and staffing decisions.
Historical trending and exportable data for these lines would make RingCentral reporting substantially more actionable for healthcare operations.