Understanding Zo performance

Zo by Zocdoc, an AI Phone Assistant, is designed to eliminate patient hold times for scheduling. The Zo performance page allows you to access and understand call volumes, call outcomes, and see call transcripts.

At the top of the dashboard, you’ll see the total number of calls, total calls resolved by Zo, total calls related to scheduling resolved by Zo, total time saved by the practice, and patient satisfaction score for patient’s interactions with Zo. A call is considered resolved if Zo successfully answers the patient’s question or request without human intervention.

You can see call volume for specific locations and time periods in addition to the outcomes of the calls to Zo, including how many were resolved, transferred, or where the caller hung up.

By default, the dashboard shows your performance for the current month. However, you can use the dropdown menu at the top of the page to view performance information from different time periods.

This metric shows how much time patients have spent on the phone with Zo, includes calls for scheduling and to be routed to the right place. Since Zo answers an unlimited number of calls concurrently, this may include calls that are happening at the same time.

Patients who schedule or reschedule an appointment with Zo are asked their customer satisfaction score (CSAT) with their scheduling experience on a scale of 1 to 5. The patient CSAT score is calculated by taking the number of satisfied patient responses, scores of 4 and above, and dividing it by the total number of survey responses, then multiplying by 100.
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​Note: CSAT will not show if there are fewer than 25 responses.

This section shows the number of calls Zo resolved for different reasons such as scheduling, rescheduling, cancelling, confirming appointments, and answering frequently asked questions.

Note: calls are classified as availability unavailable when a patient wants an earlier appointment time but this earlier availability is unavailable.

While Zo eliminates a lot of the phone calls to your practice, there are times when your staff is better equipped to resolve some calls. In those instances, Zo will transfer calls to your team. We’ve outlined how transferred calls are categorized in more detail here.

You can also see which phone number Zo is transferring callers to.

Occasionally, callers hang up when speaking to Zo. We've outlined how hangups are categorized in more detail here.

You can also click Recent calls to see recent call transcripts.