Define the pre-AI window
- •Use at least four weeks of call data right before pilot kickoff.
- •Include both abandoned and voicemail-tagged calls above 15 seconds.
- •Document staffing anomalies (weather closures, holidays) alongside the data.
Baseline KPI•Patient access
Abandonment We See Before AI
Documents the ugly truth before automation—what percentage of callers give up or go to voicemail when humans are stretched thin.
This KPI is the control group for every savings and experience claim. It sets the stakes for leadership by showing the exact leakage that existed before MedReception AI answered first.
Multi-specialty median
18–24%
Based on blended 1M-call dataset.
Peaks we see
30%+ Monday mornings
When phone trees and staffing gaps collide.
Translate into revenue impact
- •Multiply abandoned new-patient calls by average visit value to quantify leakage.
- •Share downstream effects like delayed medication refills or referral churn.
Assumptions
What this KPI assumes
Comparable season
Baseline pulled from the same seasonal demand curve as the post-AI period.
Phone instrumentation
Queues record both live abandons and voicemail drops.
Supporting proofs
Share with finance + ops partners
Want us to benchmark your baseline?
Send over call reports and we’ll produce a quantified pre-AI abandonment brief for stakeholders.