These metrics enable practices to understand their patient needs/wants and to adapt their processes to match demand as effectively as possible given their available resources. Practices can, for example, check their internal processes by comparing metrics like closure time across different staff members. Or can understand whether changes in closure times impact patient satisfaction. Built in analyses can enable practices to identify very frequent users and, if necessary, identify why some patients make very frequent requests and adapt their responses to reduce unnecessary repeat requests.
All of the metrics are available both for long runs of time and for near real-time analysis. This enables better responses to short term issues and analysis of longer-term trends, both of which can enable practices to develop better ways to develop their operating models to match the demand they face.