At 2:00 AM, a pet owner calls an emergency vet line. That call cannot go unanswered.
This veterinary group runs two very different types of sites. General practice clinics handle appointments and routine care during business hours. Emergency hospitals run around the clock, every day of the year. Both depend on the phone – but the stakes are very different. A missed call at a general practice is a lost appointment. A missed call on a 24/7 emergency line is a pet owner with nowhere to turn.
With over a hundred clinics spread across the country, the group needed visibility across all of them – and a way to make sure the emergency lines were performing as well as they possibly could.
The Problem
Three things needed to be visible across the entire network.
Which clinics were busiest and when – so the right number of staff could be rostered at the right times. Whether calls were actually reaching the right destinations across a complex multi-site routing setup. And how the 24/7 emergency lines were performing, with the specific goal of missing as few calls as possible.
None of that was visible without the right reporting in place.
What Changed
Extension and group reports across every clinic gave operations and HR teams the data they needed to make rostering decisions based on actual call volumes – not assumptions about when phones would be busy.
Resource reports gave visibility into how calls were moving across trunks and routing points in the network. For a multi-site operation with complex routing, this made it possible to catch routing issues early before they affected call handling.
Missed call reporting on the emergency lines meant every unanswered call was visible. The group could now focus specifically on the lines where a missed call mattered most – and track whether performance was improving over time.
Missed call alerts meant the right people were notified the moment a call went unanswered on a set extension or group. No waiting for the next scheduled report. The alert came straight to them.
Scheduled reports were delivered automatically by email in PDF, CSV, or XLSX on a daily, weekly, or monthly basis. Clinic managers received their numbers without needing to log in.
Security roles ensured each user only saw data for their own site. Individual clinic managers saw their own clinic. Group operations saw the full network.
The Outcome
The group now has a clear view of call performance across every clinic – general practices and emergency hospitals together. Rostering decisions are backed by real call data. On the emergency lines, missed calls are visible and actionable. The group can focus on the sites and time periods where performance matters most – and measure whether things are getting better.
About Callation
Callation is a cloud-based platform for call reporting, accounting, and analytics. It works across a wide range of phone system vendors and platforms. Reports are built for accuracy and simplicity, the platform is cloud hosted with no servers to manage, and data is retained for five years as standard with options to extend.
