This document serves as a central knowledge base for all metrics, calculations, and data points available within the Telehealth Analytics Dashboard. It is intended to align product managers, engineers, data analysts, and clinic administrators on the precise meaning and derivation of each data field.
Note: This feature is only available for user roles (i.e., Admin, Analyst) with access to Reports.
1. Introduction to the Dashboard Modules
The analytics dashboard is designed to provide multi-faceted insights into clinic operations, provider activity, patient behavior, and visit quality. It is organized into several key modules:
Number Widgets: A high-level overview displaying key performance indicators (KPIs) as individual cards, often with trend comparisons.
Clinic / WR (Waiting Room) Utilization: A detailed view that breaks down the core Number Widget metrics by individual Clinic or Waiting Room.
Utilization Graph: A time-series visualization (hourly, daily, monthly) of the core metrics, allowing for trend analysis over time.
Clinic Report: A specialized report focusing on clinic-level data, including health readings from patient devices.
Patient Flow & Feedback Modules: A set of tools to analyze patient drop-off points, reasons for leaving, and post-visit satisfaction through surveys and ratings.
2. Core Visit Statistics
This section defines the fundamental metrics related to patient visits.
2.1. Volume and Status Metrics
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Total Visits | The total number of visits. Group appointment: Each patient in the group is counted as an individual visit (e.g., a group of 5 patients counts as 5 visits). Note: This count does not include invited guests. | Integer |
| Visits Completed | The number of visits with a final status. Statuses Included: Pending Completed + Finalized. | Integer |
| Pending Visits | A visit is considered pending if it is not in any of the following states: Missed, Aborted, Canceled, or Completed. | Integer |
| Pending Completed Visits | Visits that are clinically finished but require additional action. Criteria: Pending Notes OR Pending Survey OR Pending Payment. | Integer |
| Visit Missed | A visit is marked as missed under two conditions: 1. Automatic: Patient is online, but the provider does not join. After the default system timeout (e.g., 4 hours), the visit is automatically marked as "Missed." 2. Manual: An admin or provider manually marks the visit as missed. | Integer |
| Canceled by Patient | Visits that were canceled by the patient. (Previously labeled as "Aborted") | Integer |
| Canceled by Provider | Visits that were canceled by the provider. (Previously labeled as "Canceled") | Integer |
| Appt Created | The number of appointments created during the selected time period. | Integer |
| Appt Completed | The number of appointments completed during the selected time period. | Integer |
2.2. Time-Based Metrics
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Avg Wait Time | The average time a patient waits before connecting with the first provider (e.g., Doctor, CSR, MA). Calculation: Sum(Wait Time for all visits) / Count(Visits). | Time |
| Avg Wait Time (Pro) | Average wait time, filtered to only include visits where the first provider role is Provider or Doctor. | Time |
| Avg Wait Time (MA) | Average wait time, filtered to only include visits where the first provider role is Medical Assistant. | Time |
| Avg Wait Time (CSR) | Average wait time, filtered to only include visits where the first provider role is Customer Service Rep. | Time |
| Duration | The sum of all patient call durations. Group appointment: Each patient's time in the call is calculated individually. Definition: The time from when a patient enters a call with a provider until the patient leaves the call. | Time |
| Avg Duration | The average duration of a patient call. Calculation: Total Duration / Number of Patients. | Time |
| Avg Duration (Pro) | Average call duration, filtered to the provider role: Provider / Doctor. | Time |
| Avg Duration (MA) | Average call duration, filtered to the provider role: Medical Assistant. | Time |
| Avg Duration (CSR) | Average call duration, filtered to the provider role: Customer Service Rep. | Time |
2.3. Visit Modality and Type (Completed Visits Only)
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Communication Method | ||
| Video | Count of completed visits where the communication method was Video. | Integer |
| Phone Visit | Count of completed visits where the communication method was Phone. | Integer |
| In-Person | Count of completed visits where the communication method was In-Person. | Integer |
| E-consult | Count of completed visits where the communication method was E-consult. | Integer |
| Visit Type | ||
| Walk-in | Count of completed visits with the type Walk-in. Note: Walk-in, One to One, and Group are mutually exclusive. A walk-in session is counted here regardless of whether it was a group or individual session. | Integer |
| One to One | Count of completed visits with the type One to One (scheduled individual session). | Integer |
| Group | Count of completed visits with the type Group (scheduled group session). | Integer |
| Guests | The total number of guests who joined a call via an invite link. | Integer |
3. Operational & Clinical Metrics
This section covers metrics related to clinic activity, provider availability, and clinical data.
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Active Clinics | A clinic is counted as active if it has had at least one visit during the selected time period. | Integer |
| Active WRs | A Waiting Room is counted as active if it has had at least one visit during the selected time period. | Integer |
| Total Readings | The total count of health data readings (e.g., from blood pressure cuffs, glucose monitors). Calculation: 1. Identify active patients from the clinic. 2. Find the device IDs associated with those patients (filtered by the clinic's device_type) from device_logs.3. Count all records in health_data that match either the device_id or user_id within the selected period. | Integer |
| Availability (Total) | The total scheduled slot time for all providers. Calculation: Sum(slot time of provider 1 + slot time of provider 2 + ...). This includes slots for both 1-on-1 and group appointments. | Time |
| Availability (Occupied) | The total scheduled slot time that was filled by an appointment. Calculation: Sum(1-on-1 appt time + group appt time) for providers who have booked slots. | Time |
| Availability (Available) | The remaining available slot time. Calculation: Availability (Total) - Availability (Occupied). | Time |
| Payment Collected ($) | The total dollar amount of payments collected. This counts every visit, regardless of its status or type. | Currency |
4. Provider and Patient Analytics
This section defines metrics that focus on the users of the platform. Note: The labels for these roles are configurable per clinic (e.g., "Provider" can be "Specialist," "Physician," "Trainer"; "Patient" can be "Participant," "Client," "Trainee"). The underlying logic remains the same.
4.1. Provider Metrics
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Total Providers | The total number of providers in the system. | Integer |
| Active Providers | The number of unique providers who logged in or had any activity during the specified time period. | Integer |
| Active Providers (with Visits) | The number of unique providers who were part of at least one visit (regardless of the visit's final status) during the specified time period. | Integer |
| Active RM (with Visits) | The number of unique Remote Medics who were part of at least one visit. | Integer |
| Concurrent Providers | The maximum number of providers who were active (e.g., in a call, logged in) at the same time during the specified time period. | Integer |
4.2. Patient Metrics
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| New Patients | The number of unique patients who registered during the specified time period. | Integer |
| Patients with Visits | The number of unique patients who were part of at least one visit (regardless of the visit's final status) during the specified time period. | Integer |
| Active Patients | The number of unique patients who logged in or had any activity during the specified time period. | Integer |
| Concurrent Patients | The maximum number of patients who were active (e.g., in a call, in a waiting room) at the same time during the specified time period. | Integer |
5. Patient Journey & Feedback Analysis
These modules provide qualitative and quantitative data on the patient experience, from intake to post-visit feedback.
5.1. Drop-off Funnel
This funnel chart visualizes the patient journey and where drop-offs occur.
The values represent the total number of drop-offs at each stage, calculated as a percentage of the baseline
| Field Name | Definition / Calculation Logic | Data Type |
|---|---|---|
| Intake | All drop-offs that completed the intake process. This represents the 100% baseline for the funnel. | Percentage |
| Waiting for Call | Out of the total drop-offs, the percentage of patients who entered the waiting room but dropped off before connecting with a provider. | Percentage |
| Call Connected | Out of the total drop-offs, the percentage of patients who connected with a provider but then voluntarily or involuntarily canceled before the session was completed. | Percentage |
5.2. Patient Drop-off Survey
This module captures feedback from patients who voluntarily cancel a call before connecting with a provider. A pop-up survey appears at the point of cancellation.
Donut Chart (Radio Responses): Displays the distribution of structured feedback. Results show the proportional breakdown of selected radio-button options (e.g., "Changed my mind," "Technical issues").
Spreadsheet (Free-Text): A tabular view of the free-text responses entered by patients in the survey, providing unstructured, qualitative insights.
5.3. Post-Visit Feedback & Ratings
These widgets capture feedback after a visit has ended.
Patient Post-Visit Review (Spreadsheet): A spreadsheet view of free-text feedback provided by the patient in a post-visit pop-up survey.
This widget captures only text-box responses.
Provider Post-Visit Review (Spreadsheet): A spreadsheet view of free-text feedback provided by the provider in a post-visit pop-up survey.
Provider Rating: A star rating or score given by the provider about their experience during the video call.
Patient Rating: A star rating or score given by the patient about their experience during the video call.
Related Article:
How to Use the Analytics Dashboard
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