Segment the call logs
- •Pull 90 days of call data and tag anything outside staffed hours.
- •Bucket by specialty or location to capture mix shifts.
- •Exclude voicemails shorter than 10 seconds to remove spam.
Coverage KPI•Coverage & demand
Average After-Hours Calls
Shows the call volume clinics should plan for once phone lines roll over to after-hours coverage.
This KPI is the backbone of staffing and concurrency planning for nights and weekends. It measures the average nightly call load, highlights spikes by specialty, and helps you decide whether AI, on-call staff, or answering services should cover the queue.
Expressed as calls per night (7p–7a) with weekend multipliers.
Primary care / multi-specialty
12–25 calls/night
Urgent care / ortho / OB
30–60 calls/night
Seasonal surges can hit 80+.
Cost breakdown
“Show your work” table
| Line item | Annual spend | Per-unit | Notes |
|---|---|---|---|
| Weeknights (Mon–Thu) | 15 calls avg | 15/night | Volume dips after 11p. |
| Weekends (Fri–Sun) | 28 calls avg | 28/night | Peaks between 7p–10p and 6a–8a. |
| Promo / flu season | 35–60 calls | Up to 60/night | Use 1.5× multiplier for clinics with high acuity. |
Stress test concurrency
- •Plot hourly peaks to identify overlaps that require multiple attendants.
- •Map to AI concurrency tiers or on-call agents per hour block.
- •Layer in seasonality (flu, allergy, procedure cycles) with 20–30% buffers.
Assumptions
What this KPI assumes
Hours monitored
7:00 PM – 7:00 AM local time plus weekends/holidays.
Specialty mix
Blended data from primary care, pediatrics, OB/GYN, and urgent care.
Routing
AI handles Tier 1 intake; urgent intents escalate to on-call.
Supporting proofs
Share with finance + ops partners
Need help modeling your night volume?
Drop in your call logs—we’ll build a concurrency plan and show how AI or hybrid coverage handles the spikes.