Zo by Zocdoc, an AI Phone Assistant, is designed to help practices manage patient calls and automate scheduling. The Zo Performance page allows you to understand appointment booking activity, call outcomes, and review recent caller interactions.

By default, the dashboard displays performance for the selected date range. You can adjust the date range at the top of the page to view performance over different time periods.

The Appointments tab provides insight into how Zo is performing for scheduling-related calls and appointment bookings.

This metric shows the percentage of scheduling-related calls successfully handled by Zo. Scheduling-related calls include patients looking to book, reschedule, confirm, or cancel appointments.

You can also view scheduling outcomes to understand how these calls were resolved, including appointments that were scheduled, rescheduled, confirmed, cancelled, transferred, or abandoned.

This metric shows the number of new appointments successfully booked by Zo during the selected time period.

The booking conversion rate represents the percentage of appointment-booking calls that resulted in a new appointment being successfully scheduled.

The Patient Type section further breaks down appointments booked for new patients versus existing patients.

This section shows the most common visit reasons booked through Zo, helping you understand which appointment types are driving scheduling volume.

Patients may be asked to rate their scheduling experience on a scale of 1 to 5.

The Patient CSAT Score is calculated by taking the number of satisfied responses (ratings of 4 or 5), dividing that number by the total number of survey responses, and multiplying by 100.

Note: CSAT scores will not be displayed if there are insufficient survey responses.

The Call Insights tab provides a broader view of all calls handled by Zo.

This metric shows the total number of calls received during the selected date range.

This metric represents the total amount of time callers spent interacting with Zo. Because Zo can handle multiple calls simultaneously, Total Time Saved may include conversations occurring at the same time. This metric excludes calls where the caller hung up before getting help or requested a transfer without explaining why they called.

This metric shows the percentage of calls that were handled fully or partially by Zo. A higher automation rate indicates that Zo is successfully assisting callers and reducing the number of requests that require staff involvement.

This section shows call volume over time and breaks down calls by outcome, including automated calls, partially automated calls, transferred calls, and hang ups.

This section summarizes the outcomes of calls handled by Zo, including calls that were automated, partially automated, transferred, or abandoned.

This section shows the most common reasons patients contacted your practice. Reviewing call reasons can help you better understand patient needs and identify opportunities for additional automation.

When Zo transfers a caller, this section shows where those calls were routed. Reviewing transfer destinations can help identify the types of requests that continue to require staff assistance.

The Recent Calls tab allows you to review individual calls handled by Zo, including call details and conversation transcripts.

You can search for calls and filter results by call reason, call outcome, or patient type. Select a call to view additional details, including the full conversation transcript.