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" and then "Call Volume by Heatmap"
This report displays the organizations call volume per hour for a specific time frame in a "Heat Map" style.
This report can be filtered by Report Time Zone, Organization, Call Direction, Call Code, Date Range, Source System, Disposition, and Staff Name.
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.
Using the Heatmap Parameter on the top right corner of the report, users can select for the Heat Map to show either Total Call Volume or Average Call Volume.
The report can be downloaded by file type:
