AI isn’t perfect. You should see exactly how it’s doing.
Monitoring and reporting come with every Harmonize workflow, out of the box. Not a dashboard add-on, not an upsell: the numbers you need to know how well the AI and your practice are running, and to make both better.
What it heard vs. what it was
Call intent, predicted (columns) against reviewed (rows), last 30 days
The diagonal is where it got the intent right. Off-diagonal cells are where to tune protocols; in this sample, clinical questions occasionally read as scheduling.
Harmonize shows its work.
Every workflow reports on three things, every week, without being asked.
- 01
What it handled
Every call, text and fax that was completed, with the outcome written back to the chart.
- 02
What it escalated
Each hand-off to a person, with the reason it went there and how long it waited.
- 03
Where a small protocol change would help
Misses grouped by pattern, so you know exactly which rule to adjust and can watch the number move the next week.
That’s how your practice gets smarter every day.
The numbers, in plain sight.
Illustrative charts below use sample data. Yours will look like this, with your practice's numbers.
Routing accuracy
Weekly, last 12 weeks, against staff review of a sample
Calls by time of day
Average weekday, two-hour blocks
- Handled by Harmonize
- Handled by staff
Time to close a task
Share of tasks by time from creation to completion, last 30 days
- Under 1 hour68%
- 1 to 4 hours19%
- 4 to 24 hours9%
- 1 to 3 days3%
- Over 3 days1%
Anything over three days is flagged to the practice manager automatically.
Reading the confusion matrix
Each row is what a call actually was, confirmed by your staff on a sample. Each column is what the AI decided it was. The diagonal is where it got it right. The off-diagonal cells are the interesting part: they tell you which kinds of calls it confuses, and that tells you which protocol to tune. When clinical questions read as scheduling, for example, you tighten the clinical prompts and watch that cell shrink the next week.
What’s in every report
- Call outcomes and routing accuracy, against staff review of a sample
- Every escalation, with the reason it was escalated
- Task throughput and how long tasks wait before they close
- After-hours activity: what came in, what was handled, what waited for morning
- Outreach fill rates by campaign and by quality measure
- Fax turnaround from arrival to routed
How you hear about it.
Weekly summary
A short, plain-language report to the practice manager every Monday: what Harmonize handled, what it escalated, what needs a decision.
Monthly review
A working session with Harmonize on the numbers, the misses and the protocol changes that would fix them.
When a number moves
If accuracy drops or tasks start aging, you hear about it that day, with what we think happened and what we're doing.
Reports on every workflow.
Every workflow and the task queue report into the same place, so you can see the practice as a whole and each workflow on its own.
Voice Receptionist
Outbound Communications
Chart PrepSee a real report.
We'll walk you through one from a live practice, misses included.