Supervisor Training

Up to 20 minutes duration in bite-sized chunks | Online study | Certificate |

4.3
(12)

This course provides a high-level introduction to getting started with Surgery Connect. It will cover all the key things you need to consider when building your system and will give you examples of how to add Users, Groups, and Calendars and how to build call flows.

Learning Objectives

By completing this eLearning you will understand:

  • How to create and edit Users via the Service Delivery Console
  • How to create and edit Groups via the Service Delivery Console
  • How to create and edit Calendars via the Service Delivery Console
  • How to manage Extensions via the Service Delivery Console
  • How to access X-flow and create a new call flow

You will receive your certificate after completing all of the lessons and passing the end-of-course assessment.

Surgery Connect can be set up by Supervisors in the practice and allows you to customise the settings specifically for your surgery. This includes the configuration of the people (Users), the phones you’re going to use (Extensions), how to distribute your calls (Groups), your surgery operating times (Calendar), and how you want to bring it all together (Numbers and call flows). This is all accessed through the Service Delivery Console (SDC).

Users

The names and email addresses of all the people who will use Surgery Connect and their roles at your surgery.

Groups

Organise your people into groups such as reception, appointments and prescriptions.

Extensions

The desk phones you’ll be using and the people and teams who can log into them.

Calendars

Manage your surgery’s opening and closing times, and the availability of Users and Groups.

Numbers

Bring it all together and define what happens when someone rings your surgery, day or night, with call flows.

Configuring Calendars

Calendars allow you to control the opening times for all your surgery’s phone numbers and specify the availability of your Groups.

Lessons

Introducing Calendars Managing Events

Introducing Extensions

Manage your extensions (desk phones) through the Service Delivery Console, including permitted users, phone names and clinical integration.

Lessons

Configuring Extensions

Introduction to Groups

Organise your Users Into groups. You can create new Groups for both internal and external calls, and manage the members of the Group.

Lessons

Understanding Groups Configuring Groups

Introduction to Users

Users log in to any device, either within the practice or remotely to make and receive calls. Supervisors can add, edit or delete Users.

Lessons

Managing Your Users

Numbers and Call Flows

Internal and external numbers are listed here. Each number needs a call flow, with prompts and actions the system takes the caller through.

Lessons

Numbers and Call Flows Introducing X-flow Building a Call Flow
Course Assessment Summary and Resources

Voice over Internet Protocol (VoIP) allows users to make voice calls using a broadband Internet connection instead of a regular (or analogue) phone line.

Example Monthly Management ReportDownload

General Terms

Inbound callAn inbound call is a call made into the surgery on one of your inbound telephone numbers
Outbound callAn outbound call is a call made from the surgery’s service (external calls only)
Queued callA queued call are those that joined a Group queue and started the queueing process to speak to one of your staff
Missed callMissed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group. A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue
Abandoned callAbandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users. Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice
CLIThe CLI is the number displayed in the call ID to the recipient of that call This may be withheld or a telephone number. It also relates to the callers number when they ring into the Surgery Connect service.
Average call durationThis is an average length of a call - Active time on an answered call - this does not include any queue time
Total call durationThis is the actual length of a call including all of the call flow, queueing, talk or hold time that may have occurred
Maximum call concurrencyThis is how many individual calls are happening at the same time

Group/queue terms

Queued for groupThe total number of calls that queued for that group
Answered from queueThe number of calls in the queue that were answered
% answered from queueThe percentage of calls answered from the queue
Missed from queueThis is the total number of calls that joined the queue but did not get answered
% missed from queueThe percentage of calls missed from the queue
Missed from queue under 10 secondsThese are the calls that joined the queue but the caller hung up before 10 seconds of queueing had occurred. These may not want to be considered when assessing call answering efficiency as there was little chance of your staff answering these calls due to the caller hanging up so quickly
Queue durationThe length of time the caller spent in the queue

Patient Callback terms

Calls when patient callback activeThis is the total number of inbound calls whilst patient callback was offered
Calls handled by patient callbackThis is the number of calls that chose the patient callback option
Callbacks madeThis is the number of callback calls made
Callbacks acceptedThis is the number of callback calls that were answered and accepted by the patients
Callbacks rejectedThis is the number of callback calls that were unanswered or cancelled by the patients
Queue timeoutThis is where a maximum queue time has been set on the service and the time in that queue is reached
Caller rang back inThis is where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery
Caller rang back in - rejoined queueThis where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery
Caller rang back in - hung upThis is where a caller has called in again and hung up
Caller rang back in - cancelledThis is where a caller has a callback booked but has rung in and cancelled that callback when given the option
Time in virtual queueThis is the amount of time the callers would have spent in the queue if they had not selected a callback
Report Column NameExplanation
Hour/DayThe report can be by hour, or by day
Calls When Patient Callback ActivePatient Callback only becomes active when your parameters are met - this tells you how many calls you received overall when those parameters were met
Calls Handled by Patient CallbackPatient Callbacks requested (in that hour/day)
Callbacks MadePatient Callbacks made (in that hour/day)
Callbacks AcceptedSuccessful callbacks (in that hour/day)
Callbacks RejectedCallback rejected
Callback Attempts ExceededCalllback where the attempts were exceeded - not answered
Queue TimeoutWhere any max queue duration settings are met
Callback ResetCallback cancelled due to closure times
Caller Rang Back InCaller rang back in before callback attempted
Caller Rang Back in - Rejoined QueueCaller rang back in before callback attempted and re-joined the queue
Caller Rang Back in - Hung UpCaller rang back in before callback attempted and hung up (stayed in callback queue)
Caller Rang Back in - CancelledCaller rang back in before callback attempted and cancelled the callback request
Total time in virtual queueTotal time all calls in that hour/day were in the virtual queue
Avg time in virtual queueAverage time each call in that hour/day was in the virtual queue
Total Time in real queueIf someone rings back in and rejoins the “real” queue this would be reflected here.
Avg time in real queueIf someone rings back in and rejoins the “real” queue this would be reflected here.