Call reporting
Track inbound and outbound calls, missed calls, call sources and recordings from the Call Reporting screen.
2 min read
Call Reporting shows your clinic's phone traffic: how many calls came in, how many were answered or missed, which sources the calls come from, and how many outbound calls your team made. A patient calling from abroad who gets no answer usually just calls the next clinic; this report makes those lost opportunities visible.
Before you start
- This report only includes calls made through the MedicalGrow phone system. To set up your number: Phone system.
- Calls made from personal mobiles or the clinic's landline do not appear.
- Your user needs reporting permission to see it: Roles and permissions.
Reading the report
- Open Reporting → Call Reporting and choose Incoming Calls or Outgoing Calls.
- If you have more than one number (UK and DE numbers, for example), pick a single number in the number filter, or use All numbers to see them all.
- Review individual calls in the call table at the bottom: contact, status, duration, the user who answered and the recording.
Sections on the screen
| Section | What it shows |
|---|---|
| Call status | Split of inbound calls into answered, missed and voicemail. |
| First-time calls | Number of first-time callers, average and total talk time. A signal of new patient demand. |
| Top call sources | Where calls come from (e.g. Google Business Profile, paid search). |
| Top agents (outbound) | Users making the most outbound calls and how many contacts they reached. |
| Call table | Every call; you can play recordings and export the table to CSV. |
Tip
Every morning, filter the previous day's Missed calls and call them back the same day. Allow for time differences with international patients: London is 2–3 hours behind Istanbul, Dubai is 1 hour ahead.
Tip for source tracking
To see more clearly which channel calls come from, you can use different numbers on different channels — one number on your website and another on your Google Business Profile, for example. The number filter then shows each channel's call volume separately.
Example
An aesthetics clinic sees that it missed 31 of 191 inbound calls in a month. Most missed calls came after 19:00 Turkish time, which is after-work time in the UK. The clinic moves one coordinator to an evening shift, and the missed-call rate halves within a month.
Troubleshooting
The report is empty. The phone system is not set up, or calls are being made outside your MedicalGrow number.
There are no recordings. Call recording may be switched off in the phone system settings. Before recording, you must inform patients and comply with local law: Data privacy.
It doesn't show who answered. If a call rings several users at once, the user who answers is recorded; for unanswered calls the user field stays empty.
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