Dashboard Overview
Your OzyOps dashboard is where you review calls, track leads, and manage your AI receptionist. This guide explains every visual indicator, color code, and navigation feature.
Stat Cards
The top of your dashboard shows summary cards for your current billing period:
| Stat Card | What It Measures |
|---|---|
| Total Calls | Number of calls received this month |
| Appointments Scheduled | Confirmed bookings only (not every appointment-related call) |
| Pipeline Count | Active leads in the follow-up pipeline |
| FCR Rate | First Call Resolution percentage |
| Containment Rate | Percentage of calls the AI handled without escalating to staff |
| Urgent Calls | Calls flagged as emergency or urgent (turns red if any exist) |
Color Coding Reference
Call Type Badges
Each call has a colored badge showing what the call was about:
| Color | Badge | Meaning |
|---|---|---|
| Red | Emergency | Urgent call requiring immediate attention |
| Green | Appointment | Scheduling or appointment-related call |
| Purple | Prescription | Refill request or medication inquiry (healthcare) |
| Blue | Quote | Pricing inquiry or estimate request |
| Gray | General | Standard inquiry or other call types |
Urgency Badges
A separate badge shows how urgent the call was:
| Color | Meaning |
|---|---|
| Red | Urgent/Emergency -- Requires immediate staff attention |
| Yellow | Medium priority -- Follow up within business hours |
| Green | Low priority -- Non-urgent, handle when convenient |
Each call shows two badges because they measure different things. A call can be an "appointment" type (green) with "urgent" urgency (red) -- for example, "I need to see a doctor urgently." Both dimensions help you prioritize what to handle first.
Lead Score Badges (Quote Pipeline)
Leads in your pipeline are scored automatically:
| Score Range | Label | Meaning |
|---|---|---|
| 60-100 | Hot Lead | High probability of conversion |
| 45-59 | Warm Lead | Good engagement, follow up soon |
| 30-44 | Medium Lead | Moderate interest |
| 0-29 | Nurture | Early stage, needs cultivation |
Hover over any lead score badge to see the five-factor breakdown: status weight, value weight, recency weight, engagement weight, and contactability weight.
FCR and Containment Rates
First Call Resolution (FCR)
FCR measures the percentage of calls where the caller's need was fully handled on the first call without needing a callback. A call counts as resolved when the outcome is an appointment booked, information provided, or a quote given, and the caller did not request a callback.
| Color | Range | Meaning |
|---|---|---|
| Green | 70% or higher | Excellent -- most calls resolved on first contact |
| Yellow | 50-69% | Good -- room for improvement |
| Orange | Below 50% | Needs attention -- many callbacks required |
Containment Rate
Containment Rate measures the percentage of calls the AI handled independently without escalating to a human. A call is escalated when the caller requests a callback or the call is missed.
| Color | Range | Meaning |
|---|---|---|
| Teal | 80% or higher | Excellent -- AI handling most calls independently |
| Cyan | 60-79% | Good -- balanced AI/human handling |
| Blue | Below 60% | Acceptable -- more human escalations |
Filtering and Navigation
Quick Filters on the Calls Page
On Dashboard > Calls, you can filter by:
- Call Type: Emergency, appointment, prescription, quote, general
- Urgency: Urgent or normal
- Status: Pending, notified, scheduled, completed
- Direction: Inbound or outbound calls
- Date Range: Quick select or custom dates
Healthcare Inquiry Types
Healthcare practices see additional inquiry categorization:
| Type | Meaning |
|---|---|
| Test Results | Patient asking about lab/test results |
| Billing | Billing question or dispute |
| Insurance | Insurance coverage question |
| Records Request | Medical records request |
| Referral Status | Asking about a referral |
| Symptom Triage | Patient reporting symptoms (no appointment booked) |
| Cancellation | Wants to cancel an appointment |
| Rescheduling | Wants to reschedule |
Audit Trail and Activity Logs
Every action in OzyOps is logged. Here is where to find audit trails for different features:
| Feature | Location | What It Shows |
|---|---|---|
| Quote Pipeline | Click any quote card > Activity section | Status changes, SMS sent, GFE workflow, notes |
| Prescription Refills | Click any prescription > Activity Log | Status progression, staff notifications, patient SMS |
| Inquiries | Click any inquiry > History section | Status changes, follow-up actions |
| Call Details | Click any call > scroll down | Call metadata, linked pipeline entries |
Invoice and Subscription Badges
Invoice Status
| Color | Status | Meaning |
|---|---|---|
| Green | Paid | Payment received |
| Yellow | Open | Awaiting payment |
| Gray | Draft | Not yet finalized |
| Red | Uncollectible/Void | Payment failed or cancelled |
Subscription Status
| Color | Status | Meaning |
|---|---|---|
| Green | Active | Subscription is current |
| Yellow | Incomplete | Payment setup pending |
| Red | Past Due/Cancelled | Payment issue or cancelled |
Mobile Access
Your dashboard is fully responsive:
- Cards stack vertically on mobile devices
- Tap to expand quote and prescription details
- Touch targets are at least 44px for easy tapping
- All features work on phone and tablet browsers
Need Help?
- Email: support@ozyops.com
- Subject line tips: Include your business name and the specific issue