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 "Call Volume by Disposition":
The Call Volume by Disposition report displays the total calls by day and the "Disposition" or how the call was handled.
The report can be filtered by Report Time Zone, Organization, Date Range, Source System, Disposition, and Organization State. The report is pulled by default date, which is today minus 10 days.
- Report Time Zone: The report will process the data in the user's time zone, to switch time zones, click on the drop down and choose the correct option.
- Organization: This filter allows the user to select the organization(s) for which they want to see data. Only Organization(s) that the user has access to AND that have data in the selected time frame will be shown in the filter options.
- Date Range: The default date range chooses today minus 10 days. To look up a specific date range, manually enter the date.
- Source System: This filter allows the user to see only what was created by a specific team. For example, if filtered down to CareTriage, the report would only show data for calls handled by CareTriage.
- By default, this filter will include all Teams selected. The available options shown will be only those relevant to the Organization(s) selected.
- Team Definitions:
- CareAssist - The CXM Non-Clinical Team
- CareTriage - The CXM Clinical Team
- CXM App - The Total Triage Mobile app calls
- CXM - The client Enterprise team
- Disposition: The report can filter by disposition, which displays what happened with the call.
- 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.
Hover over the disposition to get more specific detail about that statistic:
Use the "-" or "+" button at the lower left of the report to move dates in our 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:
