Reports

Every call, text, email, and chat Elva handles leaves a clue about your practice. Reports gathers those clues across all of Elva’s conversations and turns them into patterns you can act on — why patients didn’t book, which questions Elva couldn’t answer, where your new patients come from, and more. This article explains what each report tells you and how to act on what you find.

What Reports is for

A single call is an anecdote. A thousand calls are a pattern. Reports reads across everything Elva has handled and surfaces what’s repeating — so instead of guessing, you can see exactly where you’re losing patients, what they keep asking, and what to fix first. Each report answers one practical question and points you to where you can do something about it.

How the page works

Open Reports and you’ll see three things:

• The left sidebar lists the report types. The heading reads What Elva learned. Select any name — Booking barriers, Competitor intel, Patient sources, Call intents, Patient FAQs, Knowledge gaps, Escalation causes, or Warm transfer performance — and that report opens in the main panel. The report you’re viewing is highlighted.
• The main panel shows the selected report: a headline number up top (for example, total missed opportunities), the patterns Elva found, and a table or set of cards with the detail behind them.
• The time range control sits at the top right of every report. Use it to choose the window you’re looking at: Last 24 hours, Last 7 days, Last 30 days, or Last 90 days. Reports open on Last 7 days by default.

The report types

Booking barriers

Answers: Patients who called but didn’t book — and why. The top of the report breaks the reasons into buckets like Out of Network, Date too far out, Price too high, and Provider preference, with a count and percentage for each. Below, a table lists each patient, the date, the reason, the details, and their insurance. Use it to spot where you’re losing patients in the funnel — if one bucket dominates, that’s your biggest opportunity to win more bookings.

Competitor intel

Answers: What patients are saying about other dental practices on your calls. Each competitor appears as a card with how many times they were mentioned, whether mentions are trending up or down, the most common patient quote, and tags like Pricing or Hours. The phrases patients use are the offers you’re being compared against. Choose View patient calls on any card to hear the calls behind the mentions.

Patient sources

Answers: How new patients are finding your practice. You’ll see your average booking rate, your top source, and your best-converting source up top, then a table of every channel — Google Ads, Referrals, Google Search, Walk-in / Phone, and more — with calls, bookings, booking rate, and trend. The booking rate per channel is the number to watch: it tells you which sources are worth your marketing spend, not just which bring the most calls.

Call intents

Answers: What patients are calling about, by topic. A table breaks every call into intents like New patient exam, Scheduling, Reschedule, Billing, and Insurance, showing call volume, share of total, how often Elva resolved it on her own, how many booked, the top outcome, and the trend. Use it to see what’s driving your call volume and where demand is rising, so you can staff and prepare for it.

Patient FAQs

Answers: The questions patients ask most, across every channel. The headline number is how many of those top questions are still Unanswered. Each row shows the question, its category, how often it’s been asked, its status, and when it was last asked. Filter by category using the pills at the top. Any question marked Unanswered has an Add to Brain button so you can give Elva the answer right there.

Knowledge gaps

Answers: Questions Elva couldn’t answer because the information wasn’t in her Knowledge. The headline is the number of Pending questions waiting to be filled. Each row shows the question, how often it’s come up, the category, when it was last asked, and its status. The higher the frequency, the more that gap is costing you — so work the list from the top. Each pending question has an Add to Brain button to close the gap on the spot.

Escalation causes

Answers: Why calls are being transferred to your staff instead of handled by Elva. Each cause — for example Complex Billing Dispute or Unrecognized Insurance Plan — appears as a card with its share of escalations, the call count, the average duration, the resolution rate, and the top action your team took. Every card includes a concrete Suggestion for reducing that volume, such as adding a billing FAQ or updating your accepted-insurance list. Use it to take routine interruptions off your front desk.

Warm transfer performance

Answers: How calls perform after Elva hands them to your team. Up top you’ll see headline numbers like resolution rate, booking conversion, sentiment recovery, and callback rate. The By reason section breaks transfers into categories — billing disputes, unrecognized insurance, severe trauma, and more — each showing resolution rate, how patient sentiment changed, and how many led to a booking. A What this means section reads the patterns back to you in plain language: what’s working, where to focus, and the quickest win.

Acting on a finding

Reports doesn’t just tell you what’s wrong — it gives you a way to fix it without leaving the trail. On findings where you can take action, a button takes you straight to the right place:

• Add to Brain — on any unanswered Patient FAQs question or pending Knowledge gaps question, this hands Elva the answer so she can field that question herself next time.
• View patient calls — on Competitor intel cards, this opens the actual calls behind a mention so you can hear the patient’s words.
• Suggestion — on Escalation causes cards, each suggestion names exactly what to change (for example, an entry to add to the Brain or a list to update in Settings) to cut that escalation type.

How to open a report

1. Go to Reports.
2. In the left sidebar under What Elva learned, select the report you want — for example Booking barriers.
3. The report opens in the main panel. The selected name stays highlighted in the sidebar.

How to change the time range

1. Open any report under Reports.
2. At the top right, open the time range control.
3. Choose Last 24 hours, Last 7 days, Last 30 days, or Last 90 days. The report refreshes for the window you picked.

How to close a knowledge gap

1. Go to Reports and select Knowledge gaps.
2. Look at the questions at the top of the list — the higher the frequency, the more often patients are asking it.
3. On a Pending question, choose Add to Brain.
4. Give Elva the answer. The next patient who asks gets it from Elva directly, and the gap drops off your list.

How to improve your booking rate

1. Go to Reports and select Booking barriers.
2. Set the time range to Last 30 days so you’re acting on a real pattern, not a slow week.
3. Look at the reason buckets at the top and find the largest one — that’s where you’re losing the most patients.
4. Fix that one thing first. For example, if Date too far out is biggest, look at availability; if Out of Network dominates, review your accepted-insurance list in Settings ▸ Knowledge.
5. Come back in a week or two and check whether that bucket has shrunk.