Baseline interruptions
- •Have staff tally pull-offs, blind transfers, and drop-ins for one week.
- •Pair qualitative notes with counts to show pain.
Operations KPI•Operations & staffing
Staff Interruptions Cut
Tracks how much walk-up and internal interruptions fall once AI deflects routine calls.
Front-desk leads use this KPI to show operations leadership that AI frees staff to focus on in-person patients. It measures the percentage reduction in blind transfers and mid-task interruptions.
Reduction range
40–60%
Within 30 days of AI absorbing Tier 1 calls.
Key drivers
Instant routing + structured summaries
Fewer clarifying callbacks needed.
Re-measure post-launch
- •Repeat the tally two weeks after AI go-live.
- •Publish before/after stats with quotes from the floor team.
Assumptions
What this KPI assumes
Routing discipline
AI collects intent + metadata so staff trust summaries.
Change management
Staff know when AI will hand off vs. fully resolve.
Supporting proofs
Share with finance + ops partners
Need proof for staff councils?
We’ll run the interruption study with your team and package the wins for leadership communication.