Tiger Prism FAQs for the NHS: Get the most from your data

NHS FAQs screenshot of document
10/07/2025
Tiger Prism FAQs for the NHS: Get the most from your data
Tiger Prism continues to support NHS organisations across the UK in managing their telephony data more effectively. From monitoring critical communications like bleeps, to tracking high-cost calls and reporting on switchboard performance, the platform provides powerful insights to help NHS teams stay responsive and efficient. 

In this article, we’ve compiled a selection of frequently asked questions from NHS customers to help you unlock more value from Tiger Prism’s features. These practical tips are designed to give you more control and visibility over your communications data ensuring the information you need is always at your fingertips.


Tracing call events

QCan Tiger Prism notify me or report on specific call events such as bleeps?
AThe output from such events can be dependent on the telephony system in place, but if the system outputs these events, these can be reported on in Tiger Prism Analytics.
This is possible historically in a report or straight after release of the record / processing into the Tiger system via the Alerts module (licence depending).

It’s important to find and isolate an example of an event in the call data within Tiger Prism Analytics to see how these are presented / output. Once you have this information you can create a widget template to be used either as a scheduled widget to output report data for these events on a scheduled basis OR as an alert job to send an email as soon as the event has been output and processed in Tiger.

 

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If you need assistance with creating a scheduled or alert job, please contact our Support or Customer Success team with an example of a bleep call and we will be happy to arrange a session to step you through.


Operator / switchboard statistics

Q How can I utilise Tiger Prism to understand how my operator / switchboard are performing and if there are any times where we may need to increase availability?
ATiger Prism Analytics allows you to interrogate and aggregate call traffic into hourly date or time base bins to give you a great overview of volumes and trends.
By adding columns to Tiger Prism Analytics such as “Date” or the time bins required (Hour Bin, Half Hour Bin, Quarter Hour Bin or Minute Bin) and then clicking on your measures (the red fields in Analytics) to change them from the standard “Value” to “Sum”, “Count”, “Average”, “Minimum”, “Maximum” etc, Analytics will provide you with a view of your call traffic broken out into the time period of your choosing.
We’re currently exploring the addition of a performance style report to our report templates. Click here to view an example of the type of report we’re considering, and let us know if you think it would be useful. example screenshot

Batch departmental report setup

QCan I schedule department-based reports across multiple areas of the organisation in one scheduled report?
AUsing Tiger Prism batch reporting functionality, it is quick and easy to set up a schedule to send the same report to multiple email addresses detailing calls for each organisation level in your Tiger Prism directory.
Once you enter the report scheduling wizard, step 5 will show as “Batch”.

 

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When you get to this screen, change the batch options to “Batch process job”. This will enable the function to allow you to select nodes of the directory (either departments, user or endpoint) as the focus of the reports that will be produced.

 

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Moving through to step 6 (the Parameters tab), within the menu items on the right you will see an option for “Batch Directory Items”. Click on this and in the subsequent screen you will see your directory tree in the left-hand pane.

 

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By checking any tick boxes in the left-hand pane, a list will appear in the right-hand pane and a column for Associated Email will appear against each row. Enter the email address you wish to send the report to against the relevant entry. You can enter as many email addresses as you wish separated by a semicolon.

 

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This will ensure that every entry you have created in the batch job will receive the same report template on whatever schedule you need without creating multiple jobs.


High-cost calls and external diverts

Q How can I isolate high-cost calls, and can I track calls that are being diverted externally?
AYou can use the Tiger Prism templated Reports, Analytics or the Alerts module (licence depending) for visibility, tracking and notification based on multiple call metrics including cost, duration, frequency or route.
Tracking high-cost calls is easy in Prism Analytics by using the Base Cost Net field. Pull this down to the Filters box and click on the box, this will open a drop-down list with things like Equals, Is greater than etc. Selecting “Is greater than” and typing in 5.00 will only show calls that have been costed over £5.

 

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If you want to track diverted calls via Analytics you can use the “Termination reason” to filter on call events where the call ends in “Divert” or “Transfer”. This can be used in conjunction with a filter on the “Transfer to digits” where you are able to specify the number of interest. For instance, a filter on the “Transfer to digits” of “07%” would help isolate any calls which were being diverted to an external mobile number.

 

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Hunt group statistics

QCan Tiger Prism be used to generate Hunt Group statistics in summary and detailed format?
ATiger Prism allows you to view Hunt Group data via Dashboards and Reports, but this data is also exportable via the Tiger Prism Analytics module.
By adding the “Group Name” field into your columns in Prism Analytics, this field will show you any Hunt Group pilot number that may be associated with the call leg. Dragging “Group Name” into your filters will allow to filter on a specific Hunt Group. Please note this is switch output dependant.

The default columns and measures in Analytics will show you the call data on a leg by leg basis, but if you were to filter on a single Hunt Group pilot number and adjust your columns and measure like the below, you can get yourself a high level summary providing you an aggregated row for each of your answered calls or your unanswered calls associated with the Hunt Group in question and also linked metrics (Queue time dependant on telephony platform):

  • Date
  • Group name
  • Call outcome
  • Leg count (set as “Count”)
  • Talk time (set as “Sum”)
  • Talk time (set as “Average”)
  • Ring time (set as “Average”)
  • Ring time (set as “Maximum”)
  • Queue time (set as “Average”)
  • Queue time (set as “Maximum”)

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Ready to go further with your call data?

Whether you’re already using Tiger Prism or exploring how to better manage telephony and UC&C across your NHS organisation, these FAQs highlight just a few of the ways our platform supports operational insight, service improvement, and accountability.

From switchboard analytics to departmental reporting, Tiger Prism helps NHS teams gain greater visibility, efficiency, and control over their communications data.

 

If you’re already a customer and want support setting up any of these features, please raise a case via our Support webform.

If you’re new to Tiger and want to learn more, get in touch to see how we can support your organisation.