You can use Lawmatics to track insightful statistics on your appointment show rates. These stats can be tracked by each appointment type individually, or for all of your appointments as a whole.
In order to make use of this reporting, you'll want to make sure you are labelling any appointments that end being a no show accordingly. To do this, you'll need to edit the appointment.
Appointments can be edited from the calendar, found in the left navigation, by simply clicking on the appointment. Or you can also go to that matter's profile, and click the edit pencil on the appointment there.
Once you are editing the appointment, you will see a window that looks similar to the image below.
You will notice the No Showed? toggle as well as the Cancel Appointment button highlighted above. For any appointments that no showed, make sure you edit the appointment, and turn that toggle on so it appears green, as shown in the image above. Then click Save in the bottom right corner.
Your no show statistics will be automatically tracked on our Analytics page, found under the Reports tab at the left of your screen.
For cancelations that are communicated before the appointment occurs, you will not use the No Showed button, rather you can simply click the button to cancel the appointment or reschedule it as needed.
For canceled appointments, when you click Cancel Appointment, you will have the option to just cancel, or cancel and notify all attendees. Canceled appointments will not be tracked in your Analytics page, but a record of the cancelation will be logged to the matter's activity timeline.
We strongly recommend creating built-in email alerts for appointment cancellations and no-shows. Learn how to do that here.
No Show Analytics
To view No Show statistics, go to the Analytics page and then your first step is to select a date range you wish to view, by selecting from the drop down in the top right corner. Then you will scroll down on the page until you arrive at the Appointment Stats section. The different elements in this graph are numbered in red, with an explanation for each below.
Select which of your appointment types you would like to view on the graph. Or click the small X to clear the selected appointment type, viewing the stats for all appointments.
Here you see an overview of your appointment stats for the timeframe that was selected on the top right corner of the analytics page. In the sample above, 6 total appointments were booked in the selected time frame, and 5 of them showed.
The Show Rate calculates the percentage of your appointments that showed up within the timeframe selected.
Of the matters that showed for appointments, this calculation displays what percentage of them have converted.
Automations
Both the No Showed button as well as the Cancel Appointment button can be used to trigger automations. When creating an automation entry condition, select the Appointments toggle, and then select either Created, No Show, or Canceled as the specific trigger.
Remember that we suggest using the built-in option found in settings for sending an automatic email upon cancellation or no show, but the automation trigger is a great option for initiating any other action such as a pipeline stage change, an assigned task, and more.
FAQ's
If someone asks to reschedule, should I delete their appointment and create a new one or edit the one they already have?
We suggest editing the existing appointment. The system keeps a log of any edits/reschedules made to an appointment, so you will still have that history logged on their matter timeline.
Can I use the No Showed? option in a custom report?
No, you can't use this toggle on a custom report. Use the Analytics page as described above to view your No Show statistics.