Cloud-Based Telephony Dashboard

Call-handling benchmarking from NHS England's Cloud Based Telephony in General Practice dataset — measured against national, ICB and PCN averages. No login required.

Practice

Range

The national picture across England — every reporting practice combined. Telephony reporting is opt-in and still rolling out, so these figures lead with rates (which don't move just because more practices join) and always show how many practices are behind them.

Latest month

Headline metrics — England

Call abandonment rate over time

Share of inbound calls where the patient hung up before being answered — coverage-robust.

Calls per 1,000 patients

Demand normalised to the registered list of reporting practices.

How long patients wait to be answered

National distribution of answer wait times (latest month).

Practices reporting each month

Coverage is growing — read the totals with this in mind.

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National

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ICB

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PCN

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Latest month

Headline metrics

Call-outcome funnel

Wait-time & duration distributions

Practice distribution (bars) vs national average shape (line). Bands in seconds / minutes.

Answered — time to answer

Missed — wait before lost

Answered call duration

Busy-period heatmap

Call volume by weekday and time of day.

Time of day & weekday

By time of day

By weekday

Automated insights

Recent direction

Most recent months vs the preceding period.

KPI trends over time

Practice across every loaded month.

Seasonality

Typical demand (bars) and missed % (line) by calendar month and weekday.

By calendar month

By weekday

Consistency

Most improved — missed call %

Most improved — calls saved

Most consistent performers

Most volatile performers

PCN — practice performance

Your PCN ranking

National PCN rank

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ICB PCN rank

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PCNs nationally — lowest missed %

PCN performance within ICB

Practices nationally — lowest missed per 1,000

Demand per 1,000 patients

Practices — lowest missed per 1,000

Highest demand practices — calls per 1,000

PCNs — lowest missed per 1,000

Volume-weighted impact

Calls saved vs national average

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PCNs by impact — calls saved

Data source. NHS England — Cloud Based Telephony in General Practice (monthly). Indicators cover inbound, answered, missed and abandoned calls, callbacks, wait times and call durations. Wait/duration averages are estimated from banded data.

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