Publish coverage rules
- •Document which intents AI resolves vs. escalates.
- •List bilingual scripts and compliance language for each specialty.
- •Share the on-call escalation tree with schedule owners.
Coverage KPI•Coverage & demand
After-Hours Coverage Mix
Explains how AI handles 100% of after-hours calls while escalating only the cases clinicians truly need.
Use this KPI to reassure boards and medical directors that overnight phones are covered without burning out on-call teams. It proves AI takes every call, summarizes intent, and passes only 8–15% through escalation.
AI first-line coverage
100%
Phones never ring unanswered after-hours.
On-call escalation rate
8–15%
Clinicians only see urgent intent and medication exceptions.
Audit performance weekly
- •Review escalation logs with clinical leadership every Monday.
- •Highlight false positives/negatives and update routing rules.
- •Send annotated transcripts for QA and credentialing records.
Assumptions
What this KPI assumes
Escalation directory
On-call contacts and escalation policies stay current.
Transcript delivery
Every escalated call is paired with a transcript and action summary.
Supporting proofs
Share with finance + ops partners
Need help designing the mix?
We’ll turn your on-call plan into an AI + human coverage model and produce the reporting packet.