Operations KPI•Patient access

Abandonment Reduction

Tracks how much the caller abandonment rate drops once AI absorbs Tier 1 calls and routes escalations cleanly.

Share this KPI whenever operators need proof that instant pickup translates into real access gains. It quantifies the percentage-point drop in callers who hang up before reaching staff so you can show rapid patient-experience wins.

Expressed as percentage-point delta vs. the 30-day baseline before AI go-live.

30-day benchmark

−12 to −18 pts

Lower for clinics already below 10% abandonment.

Stabilized run rate

<5% abandonment

Requires escalation SLAs under 60 seconds.

Capture baseline data

•Export daily abandonment and voicemail stats for the prior 30–60 days.
•Exclude spam or robocalls shorter than 10 seconds to keep the metric credible.
•Segment by line group (main, referrals, specialty) to highlight worst offenders.

Publish weekly delta

•Run the same report after launch and subtract from baseline.
•Call out variance drivers like staffing outages or promo spikes.
•Share a chart with operations and patient-experience leaders each week.

Assumptions

What this KPI assumes

AI first answer

Every inbound call hits AI before ringing humans.

Escalation SLA

Tier 2 escalations are accepted by staff in under one minute.

Supporting proofs

Share with finance + ops partners

Phone problems hub

Show before/after abandonment stories.

Open →

Voicemail overflow playbook

Map the operational fix behind the KPI.

Open →

Need help proving the drop?

We’ll wire your phone logs into our analyzer and build a before/after abandonment chart for execs.

Book a KPI readout Download abandonment template