Optimizing Your Healthcare Call Center: 5 Must-Have KPIs and How to Visualize Them on a Dashboard

In healthcare, every call is more than a transaction—it’s an opportunity to provide timely, compassionate care. Whether your agents are helping with appointments, nurse lines, or urgent issues, call center performance directly impacts patient satisfaction and outcomes.

That’s why tracking the right KPIs (Key Performance Indicators) is essential. Below are five healthcare-relevant KPIs your team should monitor regularly, along with dashboard suggestions and screenshot placeholders to help you build a high-impact report.

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1. Average Speed of Answer (ASA)

What it shows: How fast calls are answered.

Why it matters: Long hold times may prevent patients from getting the help they need—especially during peak times like flu season or Monday mornings.

Here’s how to build that out:

1. Choose Add Chart, then select the group or queue data set.

2. Set your date range to the last 30 days (or your preferred reporting window).

3. For chart value, choose Time - Queued - Avg

4. Set your chart type to Bar (or Line if you want to trend it over time).

5. In Filters, apply a filter on Exit Reason to Answered to isolate only completed calls.

6. Set your Category to break the data out by Hour, Week, Month, or whatever makes the most sense for your reporting cadence.

 

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2. Call Abandonment Rate

What it shows: The % of callers who hang up before connecting with an agent.

Why it matters: High abandonment rates signal poor accessibility and can lead to missed care or frustrated patients.

Here’s how to build that out:

1. Choose Add Chart, and then select the group or queue data set.

2. Set your date range to the last 30 days (or another relevant window).

3. For chart value, select %Pct - Calls Abandoned

4. Choose Bar as your chart type (or another chart style if preferred).

5. Set your Category to break the data out by Hour, Week, or Month—whatever cadence you want to analyze.

 

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3. Average Handle Time (AHT)

What it shows: How long agents spend on a call, including talk and wrap-up time.

Why it matters: In healthcare, efficiency must be balanced with thoroughness. High AHT could signal system issues or training needs.

Here’s how to build that out:

1. Choose Add Chart, and then select the group or queue data set.

2. Set your date range to the last 30 days (or whatever timeframe is most relevant).

3. For chart value, choose Time - Handled - Avg

4. Set your chart type to Bar (or another type like Line depending on how you want to visualize the trend).

5. Choose your Category to break the data down by Hour, Week, or Month—whichever gives the best view for your team.

 

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4. Service Level

What it shows: The % of calls answered within your defined SLA (e.g., 30 seconds).

Why it matters: Meeting SLAs keeps patient access smooth and helps prevent abandonments.

Here’s how to build that out:

1. Choose Add Chart, and then select the group or queue data set.

2. Set your date range to the last 30 days or another preferred reporting window.

3. For chart value, select %Pct - Service Level

4. Choose Bar as your chart type (or any other style that suits your reporting needs).

5. Choose your Category to break down the data by Hour, Week, or Month, depending on how you want to trend performance.

 

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5. Transfer Rate

What it shows: The percentage of calls that are transferred from one agent or department to another.

Why it matters: A high transfer rate may indicate gaps in your call routing setup or a need for additional agent training. Reducing unnecessary transfers helps streamline the customer experience.

Here’s how to build that out:

1. Choose Add Chart, and then select the group or queue data set.

2. Set your date range to the last 30 days (or your preferred time period).

3. For chart value, choose %Pct - Transferred

4. Set your chart type to Bar (or any chart style that best fits your use case).

5. Choose your Category to break the data down by Hour, Week, or Month depending on how you want to trend transfers.

 

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Tips for Building These Dashboards and Reports

• Start with a time filter and queue filter to isolate your lines.

• Use Thresholds (line or range) to see and identify spikes.

• Segment by group, agent, or DNIS for deeper insights.

 

If you need help building any of these charts, reach out to our support team at support@brightmetrics.com — we’d love to help you design dashboards and reports that drive action.