The Scheduling Dashboard in Insights gives Practice Administrators a centralized view of appointment activity, scheduling trends, and patient retention across the practice.
Use the dashboard to review practice-wide trends, explore activity by clinician and location, and better understand the metrics behind your scheduling data.
Table of Contents
Navigate the Scheduling Dashboard
Click the Insights page from the left sidebar to access the Scheduling Dashboard.
Use the filters at the top of the Scheduling Dashboard to focus on the data most relevant to your practice. You can adjust the Date Range and apply available filters, such as Clinician and Location, to narrow the information displayed throughout the dashboard.
When you change a filter, the applicable metrics, charts, and tables update to reflect your selections. Review your active filters before interpreting or comparing results to make sure you're looking at the intended data.
Example: To review scheduling activity for a specific clinician during the previous month, select that clinician and adjust the reporting period. The applicable dashboard metrics and visualizations will update based on those selections.
As you explore Insights:
- Hover over charts to view additional details about individual data points.
- Select the ? tooltips throughout the dashboard to learn more about individual metrics, graphs, and tables.
Insights Settings
Practice Administrators can customize how Intake Churn and Intake Retention are evaluated from the Insights Settings page.
Click Settings > Insights Settings to configure the following for each metric:
- Grace Period: The amount of time after an intake during which qualifying follow-up appointments are evaluated.
- Minimum Required Follow-Ups: The number of qualifying follow-up appointments used to determine whether the intake meets your practice's retention or churn criteria.
Intake Churn and Intake Retention are configured separately, allowing your practice to define the criteria used for each metric.
Intake Churn Settings
An intake is considered churned when the patient completes fewer than the minimum number of required qualifying follow-up appointments within the configured churn grace period.
If the patient has not met the required follow-up threshold but is still within the grace period, the intake is not yet included as churned because there is still time to meet the requirement.
Example: Your practice sets its Intake Churn criteria to 2 qualifying follow-up appointments within 30 days. If a patient completes only 1 qualifying follow-up during that period, the intake can be considered churned once the 30-day grace period ends.
Intake Retention Settings
An intake is considered retained when the patient completes at least the minimum number of required qualifying follow-up appointments within the configured retention grace period.
The full grace period does not need to end before an intake can qualify as retained. Once the patient completes the required number of qualifying follow-ups, the intake can be included as retained.
Example: Your practice sets its Intake Retention criteria to 2 qualifying follow-up appointments within 30 days. If a patient completes their second qualifying follow-up on day 14, the intake can be considered retained at that time.
Understand the Summary Metrics
Scheduled Appointments Count
This count shows the number of eligible appointments scheduled to start within the selected date range that currently have an active or missed status. Canceled and deleted appointments are not included.
Use this metric to understand overall scheduled appointment volume and compare volume across reporting periods.
Eligible appointment types include:
- Therapy Intake
- Therapy Session
- Psychiatry Intake
- Psychiatry Session
- Psychological Evaluation
- Consultation
How It's Calculated
Scheduled Appointment Count = Total number of eligible appointments
Each eligible appointment is counted once.
Example: If the selected date range includes 92 active appointments and 8 missed appointments, the Scheduled Appointment Count is 100.
92+8=100 scheduled appointments
Missed or Cancellation Fees Charged
This percentage is made up of eligible missed or canceled appointments for which the patient was charged a cancellation fee during the selected date range. Use this percentage to understand how frequently fees are applied to missed or canceled appointments and identify areas you may want to review more closely.
Eligible appointment types include:
- Therapy Intake
- Therapy Session
- Psychiatry Intake
- Psychiatry Session
- Psychological Evaluation
- Consultation
How It's Calculated
Fees Charged Percentage = Eligible missed or canceled appointments with a fee ÷ All eligible missed or canceled appointments × 100
Example: If a fee was charged for 10 of 40 eligible missed or canceled appointments:
10 ÷ 40 × 100 = 25%
Average Daily or Weekly Appointments Count
This count shows the average number of eligible scheduled appointments per day or week during the selected date range. Missed appointments are included and canceled appointments are excluded. The average shown makes it easier to compare appointment volume across date ranges of different lengths.
Eligible appointment types include:
- Therapy Intake
- Therapy Session
- Psychiatry Intake
- Psychiatry Session
- Group Therapy
- Psychological Evaluation
- Consultation
How It's Calculated
The dashboard automatically determines whether to display a daily or weekly average based on the length of your selected date range:
Selected Date Range |
Calculation |
Example |
|---|---|---|
| 7 days or fewer | Eligible appointment count ÷ Number of days | 20 appointments over 5 days = 4 appointments per day |
| More than 7 days | Eligible appointment count ÷ (number of days ÷ 7) | 50 appointments over 10 days = 35 appointments per week |
Missed or Canceled Appointment Rate
This rate shows the percentage of eligible appointments that were marked as missed or canceled during the selected date range. Use this rate to understand how common missed and canceled appointments are relative to your overall appointment volume.
For example, a practice with more appointments may naturally have more cancellations. Looking at the rate helps you determine whether missed and canceled appointments make up a larger share of the schedule rather than simply looking at the total count.
Eligible appointment types are:
- Therapy Intake
- Therapy Session
- Psychiatry Intake
- Psychiatry Session
- Psychological Evaluation
- Consultation
How It's Calculated
Missed or Canceled Appointment Rate = Eligible missed or canceled appointments ÷ All eligible appointments × 100
Example: If 30 of 200 eligible appointments were missed or canceled:
30 ÷ 200 × 100 = 15%
Intake Churn Rate
The Intake Churn Rate looks at whether patients continued with the minimum level of follow-up care established by your practice after an intake. Use this metric to understand how often an intake isn't followed by the minimum level of follow-up established by your practice.
An intake is considered churned when the patient completes fewer than the required number of qualifying follow-up appointments within the configured grace period.
An intake must:
- Be a Therapy Intake or Psychiatry Intake
- Have an active status
- Not be marked as missed
- Not be in the future
- Fall within the selected date range
The full churn grace period must also have elapsed before the intake can be included in the churn calculation. An intake isn't considered churned while the patient still has time to meet the follow-up requirement.
Qualified Follow-Ups
A qualifying follow-up must:
- Belong to the same patient as the intake
- Occur after the intake
- Occur within the configured grace period
- Have an active status
- Not be marked as missed
- Not be in the future
- Be billable
Eligible follow-up appointment types include:
- Therapy Session
- Psychiatry Session
- Group Therapy
- Psychological Evaluation
- Consultation
How It's Calculated
Intake Churn Rate = Qualifying intakes marked as churned ÷ All qualifying intakes included in the churn calculation × 100
Example: Suppose your practice requires 2 qualifying follow-ups within 30 days.
If 40 qualifying intakes have completed their full 30-day follow-up period and 8 did not meet the requirement:
8 ÷ 40 × 100 = 20% churn
Intake Retention Rate
The Intake Retention Rate looks at how often patients meet your practice's minimum follow-up requirement after an intake. Use this metric to understand how frequently patients meet the minimum level of follow-up established by your practice after an intake.
An intake is considered retained when the patient completes at least the required number of qualifying follow-up appointments within the configured retention grace period.
An intake can be included in the retention calculation as soon as the patient meets the required follow-up threshold, even if the full grace period has not yet ended. An intake that has not yet met the threshold remains excluded while it is still within the grace period.
Qualifying intakes and follow-ups generally follow the same appointment criteria described above for Intake Churn, using your practice's configured retention settings.
How It's Calculated
Intake Retention Rate = Qualifying intakes marked as retained ÷ All qualifying intakes included in the retention calculation × 100
Example: Suppose your practice requires 2 qualifying follow-ups within 30 days.
If a patient completes 2 qualifying follow-ups within 14 days, the intake can be counted as retained at that point; the full 30-day grace period does not need to elapse.
If 40 of 50 qualifying intakes have met the follow-up requirement and are included in the calculation:
40 ÷ 50 × 100 = 80% retention
How Retention Differs from Churn
Retention and churn are related, but they aren't simply opposites. An intake can qualify as retained before the full grace period has ended if the patient has already completed the required number of qualifying follow-ups.
For example, with a sample requirement of two follow-ups within 30 days, an intake can count as retained once the patient completes two qualifying follow-ups. There’s no need to wait until day 30.
Understand Appointments Activity
Appointments by Type
This graph shows the number of eligible appointments within the selected date range, grouped by appointment type. Canceled and deleted appointments are excluded.
Use this view to understand the mix of services on your schedule and how it changes over time. For example, you can determine whether a change in overall volume is related to more intakes, more follow-up sessions, or a different mix of appointment types.
Example: If the selected period contains 24 eligible Therapy Sessions and 6 eligible Psychiatry Sessions, the dashboard displays 24 and 6 for those appointment types.
Missed or Canceled Appointments by Period
This graph shows the number of times each missed or canceled reason was recorded during each reporting interval within the selected date range. Use this graph to help you identify whether a particular reason is becoming more or less common over time.
How It’s Calculated
The dashboard counts each possible reason separately.
Example: If a particular reason was recorded 3 times one week and 5 times the following week, the graph displays 3 and 5 for the respective weeks.
Missed or Canceled Appointment Totals
This pie chart shows the total number of times each missed or canceled reason was recorded across the entire selected date range. Use this view to see which reasons were most common overall.
The two reason-based views answer different questions:
- By Period: “When did these reasons occur?”
- Totals: “Which reasons came up most often across the whole date range?”
How It’s Calculated
This statistic adds up the occurrences of each reason for the full date range, rather than separating them by week or month.
Example: If a reason occurred 3 times one week and 5 times the following week:
3 + 5 = 8 total occurrences
Clinician Scheduling Insights
The Clinician Statistics table groups the applicable metrics by clinician for the selected reporting period.
Use this table to review how appointment activity and intake follow-up measures vary across clinicians.
Patients Seen represents the number of unique patients who had at least one eligible active, non-missed, non-canceled appointment with the clinician during the selected reporting period.
Intake Churn and Retention are calculated using qualifying intake appointments assigned to the clinician and qualifying follow-up appointments with that same clinician.
Understand Locations Activity
In-Person vs. Telehealth By Period
Shows the number of in-person and Telehealth appointments during each reporting interval, such as a week or month, within the selected date range.
Use this view to understand how the mix of in-person and Telehealth appointments changes over time.
How It’s Calculated
The dashboard counts in-person and telehealth appointments separately for each interval.
Example: A week with 12 included in-person appointments and 8 included telehealth appointments shows 12 in-person and 8 telehealth.
In-Person vs. Telehealth Totals
Shows the total number of in-person and Telehealth appointments across the entire selected date range.
Use this view when you want an overall picture of how scheduled appointments are split between the two formats.
How It’s Calculated
The dashboard adds up the included appointments in each format for the full date range.
Example: If the selected date range includes 60 eligible in-person appointments and 40 eligible Telehealth appointments, the Totals view displays:
In-Person: 60
Telehealth: 40
Location Scheduling Insights
The Location Statistics table groups the applicable metrics by appointment location for the selected reporting period.
Use this table to review appointment activity and intake follow-up measures across practice locations.
Patients Seen represents the number of unique patients who had at least one eligible active, non-missed, non-canceled appointment at the location during the selected reporting period.
Intake Churn and Retention use qualifying intake appointments at the location and qualifying follow-up appointments at that same location.
Tips for Interpreting Scheduling Insights
When reviewing and comparing your Scheduling Insights data, keep the following in mind:
- Check your filters first: Your selected Date Range, Clinician, Location, and other filters determine which data is included in the dashboard. Confirm that you're using the intended filters before comparing results.
- Scheduled does not always mean attended: Some metrics include missed appointments, and depending on the selected date range, may include future appointments. Review the definition for each metric before interpreting it as a count of completed visits.
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Appointments and patients are counted differently: A patient may have multiple appointments during the selected period. Appointment metrics count each eligible appointment separately, while Patients Seen counts each patient once within the clinician or location being reviewed.
- Intake churn and retention are based on qualifying intake appointments, rather than a count of unique patients.
- Metrics may include different appointment types and statuses: Not every metric uses the same criteria. Some include missed appointments, canceled appointments, or Group Therapy, while others exclude them. As a result, totals across different metrics may not always match.
- Consider the reporting period: Changing the date range can affect totals, averages, and whether certain intakes qualify for retention or churn calculations.
- Use rates alongside counts: A clinician or location with more appointments may have more missed or canceled appointments overall without having a higher missed or canceled appointment rate.
- Consider retention and churn in the context of your practice settings: These metrics reflect the grace periods and minimum follow-up requirements configured by your practice and do not explain why a patient did or did not continue care.
- Use tooltips for additional context: Hover over charts or select the ? tooltips to learn more about the data and metrics displayed.
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For percentage-based metrics, the general calculation is: Number meeting the metric's criteria ÷ Total included in the calculation × 100
- The specific appointments included in each calculation vary by metric. Refer to the individual metric definitions above for details.