Why this matters. Most AI receptionist tools show you “messages
sent” and “cost.” Routiq’s analytics show you what those messages
did — bookings made, revenue recovered, escalations handled,
conversations Robyn struggled with. The distinction between volume
metrics and outcome metrics is the difference between a tool you
can defend to a board and one you can’t.
What you can see
Outcomes (the metrics that matter)
Bookings made, reschedules saved, cancellations recovered (via waitlist), recall conversion %, revenue recovered.
Volume (the metrics for ops)
Calls handled, SMS sent, emails replied, widget conversations, average response time.
Channel comparison
Side-by-side: which channel converts best for your clinic, by appointment type, by patient cohort.
AI conversation health
Where Robyn struggled — knowledge gaps, low-confidence handoffs, escalation rate by category.
Cohort analysis
Performance broken down by treatment type, time-since-last-visit, practitioner, age, location.
Cost vs. revenue
Outbound messaging cost vs. revenue from bookings recovered through that messaging — net contribution per campaign.
Outcome metrics (the ones to watch)
| Metric | What it tells you |
|---|---|
| Bookings made | Total appointments Robyn booked across all channels |
| Reschedules | Bookings saved that would have been cancellations |
| Recall conversion % | Of patients in a recall sequence, what fraction rebooked within 30 days |
| Revenue recovered | Estimated revenue from bookings that wouldn’t have happened without Routiq (calculated against your configured per-appointment-type fees) |
| Avg response time | How long from patient enquiry to Robyn first reply (target: < 30s on call/SMS) |
| Escalation rate | % of conversations Robyn handed to a human (target: 5–15% — too low = Robyn over-confident, too high = knowledge base too thin) |
| No-show rate change | Pre-Routiq vs post-Routiq, calculated rolling 90 days |
AI conversation health check
Distinct from outcome metrics — this is for spotting where Robyn needs help:Knowledge gaps
Top 10 questions Robyn couldn’t answer this week, sorted by frequency. Click to add an answer to the knowledge base.
Low-confidence escalations
Conversations where Robyn escalated due to confidence threshold. Often indicates a fixable knowledge or instruction gap.
Repeated misunderstandings
Same patient asking the same thing twice = Robyn missed it the first time. Surfaced for review.
Drop-off points
Where in a booking flow patients hang up / stop replying. Helps spot UX or copy issues.
What your dashboard looks like
Dashboard → Overview (last 30 days)
- 341 patient conversations handled
- 97 appointments booked (28% conversion)
- 24 reschedules captured (would have been cancellations)
- AUD $14,600 revenue recovered (net of messaging cost)
- 8.2% escalation rate (within healthy band)
- 3 unanswered questions added to knowledge gaps this week
Setup
Configure per-appointment-type fees
Settings → Account Setup → Appointment Types → for each type, set average fee. Used to calculate “revenue recovered.”Routiq pulls fee data from your PMS where available — only fill this in if your PMS doesn’t have fees configured.
Set the no-show baseline
Settings → Account Setup → No-show Baseline. Enter your pre-Routiq no-show rate (or let Routiq calculate it from the first month of historical data). Used for the no-show-rate-change metric.
Choose dashboard time window
Default is rolling 30 days. Change to last 7 / 90 / 365 days, or a custom range.
Set up scheduled reports
Settings → Reports → Scheduled Reports. Email yourself or your team a weekly or monthly digest with the top 5 metrics.
Exporting
- CSV export — any view, current filter applied
- PDF report — formatted for stakeholders, includes brand
- Scheduled email — weekly / monthly digest in inbox
- API — query metrics programmatically (contact us for API key)
Common questions
How is 'revenue recovered' calculated?
How is 'revenue recovered' calculated?
For each booking Robyn made, the per-appointment-type fee × probability that the booking wouldn’t have happened without Routiq (based on the patient’s history and segment). Conservative by default — actual revenue is usually higher.
Why does my escalation rate matter?
Why does my escalation rate matter?
Too low (< 3%) means Robyn is answering things she shouldn’t — a clinical-question slip-through risk. Too high (> 30%) means the knowledge base is too thin or the confidence threshold is set too cautiously. The healthy band is typically 5–15%.
Can I see analytics by practitioner?
Can I see analytics by practitioner?
Yes — Dashboard → By Practitioner. Bookings, recall conversion, escalation rate, and revenue recovered, broken down per practitioner.
How accurate is the no-show-rate-change metric?
How accurate is the no-show-rate-change metric?
Compared to your configured baseline. Most accurate after 90 days of Routiq running, when the baseline is well-anchored. Uses rolling 90-day windows to smooth seasonality.
Where can I see channel-by-channel breakdown?
Where can I see channel-by-channel breakdown?
Dashboard → Channels — every metric stratified by call / SMS / email / WhatsApp / widget.
Next
Patient segmentation
The cohorts feed analytics; analytics tells you which cohorts to invest in.
Lapsed-patient reactivation
Where most “revenue recovered” comes from.