To access Insights, go to https://insights.carexm.com
You will use the same login information that you use to access CXM to log into Insights. This means that if you change your CXM password, it will update in Insights as well.
Your CXM user must have the Analytics toggle turned ON in order to log into Insights.
Once logged in, you will be on the landing page and can choose from the different reports by hovering over the category in the left side bar:
Choose Call Reports then "Average Calls Per Patient"
This report displays how many after hours calls your organization receives per patient based on patient census. Typical values would be 0.7 calls per patient or below for a hospice organization and 0.1 calls/patient/week for a home health organization. This indicates your staff is managing the patient's needs during the day and the patients have very little needs after hours. The larger the number, the more after hours needs your patients have.
The report can be filtered by Date Range, Organization, Team, and Organization State.
- Organization – If you have more than 1 office, the report will show the counts for that single organization. If multiple Organizations are selected, the user will need to scroll down to see the visualization for each organization selected. Organization's name will be displayed on the left.
- Inbound calls - Total calls for selected location/organization.
- Calls per patient - Average calls per patient for selected location/organization.
- Patient Census - Census for selected location/organization.
- The report defaults to the previous 4 whole weeks and is rolled up to a weekly view showing the Average Daily Census on the bottom row of the visualization.
- Team – This will filter down only the Call Count to the Team where the calls were handled. This allows users to gain visibility into the average calls per patient that are being handled by the different groups on CXM systems.
- CareAssist - Calls taken by CareXM Non-Clinical team.
- CareTriage - Calls taken by CareXM Clinical team.
- CXM App - Calls taken in the Legacy CXM App.
- CXM - Calls taken by Enterprise client users.
- Organization State – This filter allows users to filter the list of Organizations down to those located in the selected geographical state(s). By default, all Organization States will be selected.
Note: For report to filter correctly, click on the "Apply" button on the bottom of each filter's drop down. Only applies if the list exceeds 10 options.
The top graph displays how many total calls were received after hours for your organization. The middle graph displays how many calls were received per patient (average). The bottom graph displays your patient census as recorded in the CXM system. The census does not include referrals or pending admits.
Use the "-" or "+" symbols (in the lower left section below the date) to move the date range in or out. The zoom (+) lets the user view the data in the selected time frame grouped by day, week, month, quarter or year. Zooming in or out changes which grouping you're using within the time frame you have selected in the filters.
The report can be downloaded, select "Download" in the lower right hand corner of the screen, click the name of your organization on the left side of the screen to highlight it in blue and click "download" in the lower right corner of the screen:
Click to turn the organization name blue:
Then download:
Choose your file format:
