Documentation Index
Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt
Use this file to discover all available pages before exploring further.
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.