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Go-Live and Implementation

What to expect during the EMMA go-live process, including how bedding-in works, how to monitor performance, and how to manage the transition for your team and patients.

Purpose of This Article

This article explains what happens during the final stages of your EMMA onboarding, from the bedding-in trial through to full activation. It covers how sessions are scheduled, how to monitor performance, and what to expect at each stage.

Overview: How Go-Live Works

QuantumLoopAi does not switch EMMA on fully from day one. Instead, go-live follows a controlled bedding-in process over approximately five days. This allows your team to get comfortable with the system, and allows QuantumLoopAi to monitor performance and make adjustments before full activation.

Your existing call flow continues to operate normally throughout this process. There is no disruption to patients.

The Bedding-In Process

Day 1 A short controlled session takes place, typically 30 minutes during a quiet afternoon period. A small proportion of calls are routed to EMMA. The QuantumLoopAi team monitors performance in real time and makes any necessary adjustments.

Days 2 to 4 EMMA's operating hours are gradually extended each day. More calls are handled as confidence and stability grow. Daily reviews take place and any refinements are made based on call performance.

Day 5 EMMA operates for a longer continuous period. Final checks are completed. Your team confirms readiness to move to full-time operation, or requests an additional bedding-in day if needed.

Full Activation Once your surgery is satisfied with performance, EMMA moves to full-time operation. You will receive at least one working day's notice before this happens.

When Do Bedding-In Sessions Take Place?

Trial sessions are conducted on Wednesday to Friday afternoons to avoid disrupting peak call times. Your surgery can choose which afternoons suit you best.

Morning periods are typically used by the QuantumLoopAi team for adjustments and configuration, with live sessions running from around 12:00 onwards.

How to Monitor Performance During the Trial

Use the dashboard to review call transcripts and recordings during and after each session. This will help you identify any issues that need to be adjusted before full activation.

You can also gather informal patient feedback from your reception team during the early sessions.

If anything needs adjusting, contact the QuantumLoopAi team and changes can be made promptly.

Can We Pause or Postpone Go-Live?

Yes. Go-live dates are flexible and can be adjusted to suit your surgery's needs. If your team is not ready or you are going through a particularly busy period, let us know and we will reschedule without issue.

Turning EMMA On and Off

EMMA can be switched on or off at any time directly from the dashboard. You do not need to contact the QuantumLoopAi team to do this.

This is also the simplest way to manage irregular closure dates such as training days or bank holidays. Rather than pre-configuring specific dates, you can simply turn EMMA off for those days via the dashboard.

Configuring EMMA's Operating Hours

EMMA operates strictly within your configured opening hours. These are fully customisable and can be set to match your surgery's existing schedule.

Examples of configurations other surgeries use:

  • 8:00 AM to 6:00 PM, Monday to Friday
  • 8:00 to 9:00 AM and 12:00 to 2:00 PM only
  • Afternoons only

Operating hours can be updated at any time by contacting the QuantumLoopAi team.

Are We Charged During Onboarding?

No. Charges begin only after go-live. There are no charges during the setup, configuration, or bedding-in period.

Troubleshooting

EMMA does not seem to be handling calls correctly during the trial. Check the dashboard for call transcripts and recordings to identify where the issue is occurring. Contact the QuantumLoopAi team with details and we will investigate and adjust the configuration promptly.

Patients are not reaching reception when they should be. This is usually a routing configuration issue. Contact the QuantumLoopAi team as soon as possible. Do not wait until the end of the session to raise this.

We want to slow down or pause the bedding-in process. This is entirely fine. Contact us and we will adjust the schedule to suit your needs.

EMMA is still active outside of our configured hours. Contact the QuantumLoopAi team immediately so the configuration can be reviewed and corrected.

FAQs

Can we choose our go-live date? Yes. Once porting is complete and your system is configured, we will ask you to confirm your preferred bedding-in start date. Choose a week with good team availability and avoid particularly busy periods where possible.

Can we run EMMA for specific parts of the day only? Yes. EMMA's operating hours are fully customisable. You can run EMMA only during certain windows, such as the morning rush or afternoon period, and adjust this at any time.

Will patients notice anything different during the bedding-in period? Patients will experience EMMA answering their calls during the sessions it is active. Outside of those sessions, calls continue to route to reception as normal. Your patients keep the same phone number throughout.

What happens if something goes wrong during the trial? The QuantumLoopAi team monitors performance throughout the bedding-in period and can make real-time adjustments. If anything urgent arises, contact the team directly and EMMA can be switched off from the dashboard immediately while the issue is investigated