💡 Top tip: Access this dashboard via My Dashboards in the left-hand navigation menu.
What can the Customer Success Dashboard Tell Me?
The Customer Success Dashboard gives you a high-level view of practice performance across seven key areas:
Revenue — Track private dental and hygiene income against targets, both year to date and for the selected period.
Diary Utilisation % — Monitor the percentage of available appointment time that is booked and delivered.
Recall Effectiveness % — Measure how effectively your recall processes are bringing patients back in.
FTA Hours % — Track the percentage of available hours lost to failed-to-attend appointments.
Cancelled Hours % — Monitor the proportion of available hours lost to cancellations that were not refilled.
Unbooked Hours (Whitespace) — Identify unused diary time across your practices.
New Patient Figures — Track the number of new patients seen during the selected period.
Choosing the date and practices
Use the selector at the top of the dashboard to choose which practices to include and set your date range. Once updated, all tiles and charts will refresh to reflect the selected data.
Overview of each dashboard section
KPI RAG Ribbon
This ribbon displays key business performance indicators (KPIs) across all selected practices, as well as for each individual practice. Click 'Show Data for All Practices' to view the breakdown by practice.
KPIs are shown across multiple time frames:
As of Date
Year to Date (YTD)
Each KPI is colour-coded using a Red–Amber–Green (RAG) status:
Green: On track
Amber: Caution
Red: Requires immediate investigation
The KPIs are as follows:
Private Income Dental %
Tracks progress against the target for private (non-hygiene) dental income.
To edit this target, click the value to open the Financial Target Management page in a new browser tab.Private Income Hygiene %
Tracks progress against the target for hygiene income.
To edit this target, click the value to open the Financial Target Management page in a new browser tab.Income Per Hour Dental
Shows the hourly income rate achieved from private dental (non-hygiene) work during the selected period.Income Per Hour Hygiene
Shows the hourly income rate achieved from hygiene services during the selected period.Diary Utilisation (Worked %)
Represents the percentage of available appointment time that was booked and delivered. Unbooked time lowers this percentage.Recall Effectiveness %
Measures the effectiveness of recall processes during the period.Failed to Attend (FTA) %
Percentage of available appointment hours lost to failed (unattended) appointments.
Calculated as (Hours Failed / Hours Available) × 100.Cancelled %
The percentage of available appointment hours that were cancelled and not refilled during the selected period.
Income Performance Summary
This tile provides a detailed breakdown of the figures underlying the UDA Claimed %, Private Income Dental %, and Private Income Hygiene % shown in the KPI RAG Ribbon.
It displays both actual and target values across all selected practices. The percentage values in the KPI RAG Ribbon are calculated based on these figures.
To update the dental or hygiene income targets, click the respective value. This will open the Financial Target Management page in a new browser tab.
Dental Revenue Analysis Per Month
This graph displays monthly private dental revenue compared to targets, including data from the current and previous financial year.
🚨 Important to remember: To update monthly revenue targets, go to Practice Setup.
Hygiene Revenue Analysis Per Month
This graph displays monthly hygiene revenue compared to set targets, including data from the current and previous financial year.
To adjust monthly hygiene targets, visit Practice Setup.
💡 Top tip: Both revenue graphs support toggleable lines for flexible analysis, an expandable view for closer inspection, and hover-over values in numeric format.