Analytics Overview

The Analytics Dashboard gives your Organisation a clear picture of Appointment activity across the platform — how many Appointments are happening, how many are attended, missed, or cancelled, and how that activity breaks down across Services, clinicians, and Patient Groups.

Note: the dashboard covers individual Appointments delivered through Bookable Services only. Group Program Appointments are not currently included in the analytics outputs.

🔒 Who Can Access It

Two things determine whether the Analytics Dashboard is available to you:

• Your Organisation's plan — the dashboard is included on selected plans. If your Organisation's plan doesn't include analytics, the dashboard won't appear in the Staff Portal.
• Your Role — the dashboard is currently visible only to Team Members whose assigned Role has the Administration permission enabled.

If you can't see the dashboard, check with an administrator in your Organisation — they can review your Role under Administration → Roles and Permissions, or confirm whether your plan includes access.

📍 Where to Find It

Go to: Analytics — a first-level tab in the Staff Portal's left-hand navigation.

🔁 How Fresh Is the Data

Appointment data on the dashboard currently refreshes once per day, though this frequency may change in the future. The dashboard displays a Data as of date so you always know when the numbers were last updated. Worth checking before you quote figures in a report.

📅 Choosing a Date Range

At the top of the dashboard, set the reporting window using:

• The From and To date pickers for a custom range
• Quick presets: Last 30 days, Last 90 days, or Last 12 months

Every metric, chart, and table on the dashboard updates to reflect the selected range.

🎯 Filtering with Custom Field Filters

Expand the Custom Field Filters panel to narrow the dashboard down to a specific slice of your Organisation. Filters are drawn from the Custom Fields your Organisation has enabled for analytics (see the next section), grouped by where the field lives:

• Patient — Custom Fields on patient records
• Appointment — Custom Fields on Appointments
• Clinician — Custom Fields on clinician profiles
• Patient Group — Custom Fields on Patient Groups
• Bookable Service — Custom Fields on Bookable Services

For example, if your Organisation has configured Custom Fields like Hub Region, Presenting Issue, or Therapy Type, you can filter the entire dashboard to just those cohorts.

Each filter also includes an Unset option, which captures records where no value has been recorded for that field — useful for spotting gaps in your data entry.

⚙️ Choosing Which Custom Fields Appear as Filters

Custom Fields don't appear on the dashboard automatically — your Organisation controls which ones are used in analytics. The Use in analytics option is available on Single Select, Multiple Select, and Boolean field types. To enable a field:

1. Go to Administration → Custom Fields
2. Find the row for the Custom Field you want to enable
3. Click the action button on that row, then select Edit
4. In the Edit Custom Field modal, tick the Use in analytics checkbox
5. Click Save

The field's values will now appear as filter options on the Analytics Dashboard. Untick the checkbox at any time to remove the field from the filter panel.

🧾 Summary Metrics

Four cards at the top of the dashboard give you the headline numbers for your selected range and filters:

• Total Appointments — all Appointments in the range
• Attendance Rate — attended Appointments as a percentage of attended plus did-not-attend Appointments (cancellations are excluded from this calculation)
• Cancellation Rate — the percentage of Appointments that were cancelled
• Unique Patients — the number of distinct patients with Appointments in the range

📊 Reading the Charts

✅ Attendance Breakdown

A donut chart summarising outcomes across three statuses — Attended, Did Not Attend, and Cancelled — with counts and percentages for each.

📈 Appointment Volume

Appointment counts over time, broken down by outcome. You can adjust how the chart displays:

• Grouped, Stacked, or 100% to change how outcomes are layered
• Daily, Weekly, or Monthly to change the time grouping

⏱ Attendance Trend

Tracks your attendance rate and cancellation numbers over time, so you can see whether attendance is improving or slipping across the selected period.

🔀 Appointments by Dimension

A comparison chart you can pivot between three views — Service, Clinician, or Patient Group — to see where Appointment activity is concentrated and how outcomes differ across each.

👥 Utilisation Tables

Two tables at the bottom of the dashboard give you a row-by-row breakdown:

• Patient Group Utilisation — for each Patient Group: total Appointments, attended, did not attend (DNA), cancelled, attendance rate, and the number of patients
• Clinician Utilisation — for each clinician: total Appointments, attended, did not attend, cancelled, and attendance rate

Click a column header to sort either table — handy for surfacing the busiest Patient Groups or spotting where cancellations are concentrated.

💡 Best Practices

• Populate Custom Fields consistently across patients, clinicians, and Patient Groups — the filters are only as useful as the data behind them
• Enable Use in analytics only for the Custom Fields you genuinely report on, to keep the filter panel focused
• Use the Unset filter option periodically to find records missing Custom Field values
• Use Last 12 months for trend context and shorter ranges for week-to-week operational review
• Check the Data as of date before sharing figures, since the dashboard refreshes daily rather than live

Next step: ➡️ Configure Custom Fields under Administration → Custom Fields to unlock richer filtering on the dashboard. See the Custom Fields guide (TBD article link).