Contact audit
Which calls and messages count as human contact, first-contact speed, reply time and the unproven-progression check.
5 min read
A card's stage in the pipeline is the agent's claim; call and message records are the evidence. The AI CRM Chief compares the two: was the patient really reached, how quickly, how long did it take to reply when the patient wrote, and is there real contact behind the cards marked "spoken to"?
Before you start
- The contact audit requires MedicalGrow Conversations to be selected as the contact source during setup. If Temas verisi yok (No contact data) is selected, the measurements in this article show as "no data"; the Chief doesn't produce estimates.
- The first sync imports the last 90 days of records. That date is the start of contact tracking and is shown on the "Yanıt hızı" (Response speed) card on the Management tab (e.g. "Temas takibi 8 Tem tarihinden beri", contact tracking since 8 Jul).
Which contacts count?
- Counted as human contact: an outgoing call, WhatsApp, SMS, email, social message (Facebook, Instagram, Google Business Profile, TikTok) or live chat reply sent by a user (agent) in the panel. An unanswered outgoing call is still a contact attempt; calls with a duration above 0 count as connected.
- Not counted: automation, campaign and bulk messages; replies from the AI assistant; outgoing messages not tied to a user; notes, reviews and system records. Calls made outside the panel (e.g. a personal mobile) are invisible to the Chief.
Contacts are matched to the patient first through the contact record and, failing that, through the phone number. Messages and calls from the patient are not contacts; they are used to calculate awaiting reply.
Important
A welcome SMS or automatic WhatsApp reply does not count as "first contact". Only the agent can fix speed-to-lead. The Management tab also shows how many automation messages in the period were not counted as human contact.
Messages written in the panel for numbers connected through WADOG also land in Conversations and count as contact; but a message typed directly in WhatsApp on the phone can't be credited to an agent if it isn't linked to a user in the panel. See What is WADOG?
Business-hours logic
First-contact and reply times are measured in business minutes (default 09:00–20:00, in your clinic's time zone). Replying at 09:20 to a Dutch patient who filled in a form at 02:00 counts as 20 minutes, not 7 hours. Business hours apply to every day of the week.
The measurements
The Yanıt hızı (Response speed) card on the Management tab shows the team total:
- Four boxes: share of first contacts within the target time (60 dk içinde, within 60 min), İlk temas medyan (Median first contact), Yanıt medyan (Median reply) and the number of leads currently Cevap bekleyen (Awaiting reply).
- The number of new leads never contacted and which stages they are waiting in.
- On the right, the Kanıtsız ilerletme (Unproven progression) table: leads whose stage says a conversation happened but with no call or message on record.
| Measurement | Definition |
|---|---|
| İlk temas SLA (First contact SLA) | Share of the period's new leads that got a first human contact within the target time in business hours (default 60 min). Never-contacted leads count as misses. |
| İlk temas medyan (Median first contact) | Median business time from lead creation to first human contact, for leads that were contacted. |
| Yanıt medyan (Median reply) | Median business time from the patient's message (the first message of a "wave") to the agent's first reply. |
| Cevap bekleyen (Awaiting reply) | Open leads where the patient's latest message has not been answered yet. |
| Bağlanma (Connect rate) | Share of outgoing calls with a duration above 0. |
The same measurements per agent are in the Satışçı analizi (Agent analysis) table on the Management tab. They are only calculated for leads created after contact tracking started.
Unproven progression ("fake progression")
An agent can move a card to "Consultation" or "Plan Sent" without ever speaking to the patient: the board looks busy, but the patient was never contacted. The Chief catches this in two places:
- As an alert: if the lead is in a stage flagged Arama gerektirir (Requires contact) in settings and there is no human contact, a critical Unproven progression alert appears. Open leads and leads closed in such a stage within the last 14 days are checked.
- As a list: the Kanıtsız ilerletme table on the Management tab shows every lead from the selected period that is in a "Requires contact" stage, at the Payment stage or won, but has no contact at all.
A single human contact on any channel is enough: although the Turkish label literally means "requires a call", a WhatsApp message also counts as evidence.
Closing with too few attempts
When a lead is moved to an Unreachable-class stage, the Chief counts the contacts before closing: if they were made on fewer than 3 different days, a critical Yetersiz deneme (Too few attempts) alert appears. Calling five times on the same day is no substitute for trying on three different days; in medical tourism the patient may be in a different time zone, at work or on holiday.
Example
Jonas Weber from Germany writes on Instagram about implants. The automatic welcome message goes out instantly, but the Chief doesn't count it. Mehmet Demir writes on WhatsApp 35 minutes later: first contact 35 min, within target. Two days later Jonas sends his X-ray and asks a question; if Mehmet doesn't reply within 4 business hours, an Unanswered message alert appears and Jonas is added to the "Awaiting reply" count.
Common issues
An agent says they called, but the Chief sees no contact. The call may have been made from a personal phone. Make calls through the MedicalGrow phone system. See Calls and voicemail.
Older leads have no contact measurements. No "not contacted" claim is made for leads created before contact tracking started; this is deliberate.
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