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Documentation Index

Fetch the complete documentation index at: https://docs.voxo.co/llms.txt

Use this file to discover all available pages before exploring further.

The Reports page at https://pharmacy.voxo.co/reports gives you access to historical reporting data for your pharmacy. It has two tabs: Queues and URAC. Use these tabs to review call queue efficiency over time and, where applicable, track metrics relevant to URAC accreditation.

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Queue reports

The Queues tab shows performance statistics for your pharmacy’s call queues. The data is organized around how efficiently your queues handled call volume over a given period. The stats cards on this tab show:
  • Number of Agents — the number of agents handling the selected queue
  • Calls Offered — the total number of calls that entered the queue in the reporting period
  • Abandoned — the number of calls where the caller hung up while still waiting in the queue, before reaching an agent, with the abandonment rate as a percentage of calls offered
  • Answered — the number of calls that were answered by an agent, with the answer rate as a percentage of calls offered
Use the queue selector and date range filter at the top of the tab to scope the data. You can also export the data to CSV using the export button.

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Other columns you may see

Detailed exports and agent-level breakdowns include a few additional columns whose meaning is not always obvious:
  • Refused — the system attempted to deliver the call to an agent but the attempt did not connect. This usually means the agent did not answer before the ring timeout, was already on another call, or their device was offline. Calls that an agent actively rejected and calls that were simply missed both fall into this bucket — the report does not distinguish between the two.
  • Talk Time — the total time the agent spent on connected calls during the reporting period. If you need a per-call average instead, look for a separate Average Talk Time or Average Handle Time column.

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URAC reports

The URAC tab is only visible to users who have the pharmacy.reporting.urac permission assigned to their account. If you do not see this tab, contact your administrator to request access.
URAC (Utilization Review Accreditation Commission) is a pharmacy accreditation body. The URAC tab provides compliance-related reporting data to help your pharmacy track metrics relevant to maintaining accreditation. This tab includes:
  • Multi-queue selection — select one or more entry queues to include in the report. All configured entry queues are selected by default. Use the settings icon to configure which queues appear in the selector.
  • Statistics and metrics — data points that map to URAC accreditation tracking requirements
  • Historical data — past reporting periods available with pagination, so you can review trends or prepare for audits
Use the date range filter to scope the data. You can export the full dataset to CSV using the export button — the export includes all records, not just the current page. The specific metrics shown depend on your pharmacy’s URAC reporting configuration. Contact your VOXO administrator if the data shown does not match what you expect for your accreditation program.