CXM Training
Use the filters to the left of the page to quickly navigate and narrow your search.
CXM Product Release Notes
Keep up to date on new Product Release Notes as they become available here.
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Add Care Team to a Patient Profile
Using CXM
Patients Tab
Add Follow Up Notes
How to add to a current activity
Using CXM
Activities
Additional Coverage
Admins and Client Admins can add additional holidays or coverage reasons as needed. Review this quick how-to guide for assistance.
Using CXM
Client Tab
Admin User Starter Kit
This page contains links to the most common questions and articles for admin level users
Admin Permissions
Administrator Role (CXM Mobile)
This guide displays how to set up an administrator to have admin privileges in the mobile app.
Admin Permissions
App Profile No Longer Needed During New User Setup
Choose a provider type instead of creating an app profile.
Users Tab (Creating/Editing Users)
Assigning a Role to a User
Using CXM
Users Tab (Creating/Editing Users)
Convert Provider to User
Using CXM
Providers Tab
Create a New Activity
How to Create a new activity (nursing note).
Using CXM
Activities
Create a New User
How to Create a new user profile.
Users Tab (Creating/Editing Users)
Create a Provider Type for Existing User
All Users in CXM need a provider type assigned to their user account.
Users Tab (Creating/Editing Users)
Create Providers
A quick guide on creating providers. This allows defines providers to be able to link them to patients.
Using CXM
Providers Tab
CXM - REST APIs
Integrate your organizations EMR with CXM.
Troubleshooting/FAQs for CXM
CXM Profile Types and Definitions (Role)
Users Tab (Creating/Editing Users)
CXM URL
The URL to access the CXM website.
Logging Into CXM
Define App Assignments
App assignments are used to designate assignments that can be used in the CareXM Total Triage Mobile App. This guide will walk through the steps to define app assignments.
Using CXM
Modifying Total Triage App
Elapsed Time and Last Modified Time in team Tasks
Using CXM
Activities
Generating the "Activity Download" Report
The "Call Code" Report can be generated through CXM home screen.
Activity Download
How to Give an Assignment on the On-Call Page
On-Call Info Tab
How to Look Up a Caller's Phone Number in the Dashboard
Dashboard
I haven't received an account confirmation email
Troubleshooting/FAQs for CXM
Initial Login to CXM
Using CXM
Logging Into CXM
Link Provider to User
Using CXM
Users Tab (Creating/Editing Users)
Logging in with Two-Factor Authentication
If your organization requires multifactor authentication, you will need to request a code to log in. This guide will assist with that.
Using CXM
Logging Into CXM
Manage Two-Factor Authentication Settings
How to edit and manage a phone numbers used for authentication
Troubleshooting/FAQs for CXM
Using CXM
New Client Starter Kit
This article provides links to Getting Started with CXM and the Mobile App
New Client Starter Kit
Office Hours
Using CXM
Client Tab
Outbound Dialing (Enabled/Disabled)
A how-to guide for turning outbound dialing on and off
Modifying Total Triage App
Remove an Employee
Deactivating User Accounts
Using CXM
Users Tab (Creating/Editing Users)
Reset Password
How to reset your password to log into CXM.
Logging Into CXM
Review Activity History
Using CXM
Activity History Tab
Run the "General Client Report" Daily
A quick how to guide and video on the "General Client Report." This report will display all of the call activities that occurred during a specific time frame.
Using CXM
General Client Report
Send an Activity as a Secure Message
How to send a nursing note (activity) as a Secure Message to on call staff.
Using CXM
Activities
Send an Activity as a Task
Using CXM
Activities
Silent Monitoring for Enterprise Users
How to "Silent Monitor" a call through the call center dashboard
Using CXM
Silent Monitoring
Skills By Users
This option allows an organization to be added to a user (staff)
Admin Permissions
Skills by Client Page
"Skills by Client" allows an organization to add non-clinical agents to the be added to a skill (or queue).
Admin Permissions
System/Software Requirements for CXM
Requirements to launch CXM
Troubleshooting/FAQs for CXM
Total Triage App - Product Release Notes
Keep up to date on new Product Release Notes as they become available here.
Admin Features in Total Triage App Team Page
Features available to admin users only in the mobile app which include viewing staff on map, logging out users and viewing state history
Team
Report a problem with the app (V 4.5.0 and later)
How to send the app logs to support on V 4.5.0 or later.
Help/Contact CareXM for App
Manage your Preferred Account
If a member of multiple accounts, designate a preferred account to use when composing new messages within the app.
Using the MyTeleMed App
Settings
FAQ's
Review a list of commonly asked questions regarding the MyTeleMed app.
Help for the MyTeleMed App
Manage your Sent Messages
Review how to access and manage your sent messages
Using the MyTeleMed App
Sent Messages
Assignment Audit
This report gives a real time snapshot of what App Assignments currently have a user logged in on the Total Triage Mobile App.
Insights
Assignment Audit
Escalation Dashboard
The Escalation Dashboard provides clarity into how often and why Activities are being escalated to client staff.
Escalation Dashboard
Activities By Call Code
This reports displays all call activity by call code or reason for the call.
Insights
Activities by Call Codes
Contact Detail Report
This report details all of the specifics of every call, both inbound and outbound, including the call recording
Insights
Contact Detail Report
Staff State Details
This report displays which "state" the staff enters into the mobile app and how long they spend in each state.
Insights
Staff State Details
Installed App Version
This report displays the count of the users who have a specific version of the mobile app installed, totaled by organization.
Insights
Installed App Version
Call Volume by Disposition
This report displays the total calls by day and the "Disposition" or how the call was handled.
Insights
Call Volume by Disposition
System Security
How to log into TouchPointCare
Getting Started with TouchPoint Care
System Security
Do I need to enter the phone number and receive an authorization code every time I log into the app?
Troubleshooting/FAQs for the App
Create New Secure Message
How to create a new secure message within the mobile app
Using the App
Secure Messages
Call Coding
Choosing a call code after the call has ended.
Using the App
Calls
Manage your Password
Review how to change your password using the mobile app.
Using the MyTeleMed App
Settings
Logged-In Staff Heat Map
This heat map reports the count of staff members logged in to handle calls by hour by day of week.
Logged-In Staff Heat Map
Contact TeleMed
Review how to contact TeleMed using the mobile app.
Contact TeleMed
Product Release Notes - Single Lesson Version
Add Account
Adding mobile app access to user account
Getting Started with Total Triage App
Common Mobile App Problems
A quick reference guide to common mobile app problems
Troubleshooting/FAQs for the App
FAQ's
Review a list of commonly asked questions regarding the TouchPoint Care system.
Troubleshooting/FAQs for TPC
"Login failed" Error on Android Device
A quick guide on how to log in to the app.
Troubleshooting/FAQs for the App
I have both a company phone and a personal phone. Can I use the app on either of them?
Troubleshooting/FAQs for the App
Browser Login for the Mobile App
Steps to access the mobile app from a webite
Getting Started with Total Triage App
Installing Total Triage App
Logging In to Total Triage App
Manage your Archives
Review how to access and manage your archived messages.
Using the MyTeleMed App
Archives
My Profile
Review the options located below "My Profile"
Getting Started with the MyTeleMed Admin Portal
On Call Schedule
Review your on call schedule within the app.
Using the MyTeleMed App
Next On Call
Quick-Start Guide to Using the Total Triage Mobile App
This guide shows you how to use the different features of the mobile app.
Getting Started with Total Triage App
Availability
Assignments
Calls
Scheduled Status
Help
Review how to access additional help materials for the mobile app.
Help for the MyTeleMed App
Manage Secure Chat
Review how to access and manage your secure chat messages.
Using the MyTeleMed App
Secure Chat
Settings Overview
A quick guide to review the settings of the MyTeleMed app. Within settings, you may customize your notifications and login preferences.
Using the MyTeleMed App
Settings
Communication Center
Review how to manage your communication center with TPC
Getting Started with TouchPoint Care
Communication Center
Manage Participants
Review how to create and manage participants using TPC
Getting Started with TouchPoint Care
Manage and Review Participant(s)
Manage your Notifications
Review how to customize your notification alert sounds and repeat notifications.
Using the MyTeleMed App
Settings
My Messages
Review the options located below "My Messages"
Using the MyTeleMed Admin Portal
How to Modify a Locate Plan
Review how to customize a member's locate plan
Using the MyTeleMed Admin Portal
How to Change Accounts
Review how to switch between different accounts on the MyTeleMed Portal if you are a member of multiples.
Getting Started with the MyTeleMed Admin Portal
How to Edit Weekly Hours
Review how edit your account's default office hours.
Using the MyTeleMed Admin Portal
How Do I Contact TeleMed
Review how to contact TeleMed for assistance through the portal
Help for the MyTeleMed Admin Portal
Logging in with SSO
Review how to login to the MyTeleMed Mobile App with SSO
Getting Started with the MyTeleMed App
How to Install and Login to the MyTeleMed Mobile App
Review how to install and login to the MyTeleMed Mobile App
Getting Started with the MyTeleMed App
Manage your Messages
Review how to access and manage your messages
Using the MyTeleMed App
Messages
How to Login to the MyTeleMed Portal
Review how to locate the portal and sign in.
Getting Started with the MyTeleMed Admin Portal
How to Edit Holiday Hours
Review how edit your account's office hours during holidays.
Using the MyTeleMed Admin Portal
Office Admin Tools Overview
Review the options found under "Office Admin Tools"
Getting Started with the MyTeleMed Admin Portal
How to Make Calls Through the App
A guide on how to receive and make calls though the app.
Calls
Reports Overview
Review the options found under "Reports"
Getting Started with the MyTeleMed Admin Portal
Editing the OnCall Schedule
Review how to edit your account's OnCall Schedule using MyTeleMed
Using the MyTeleMed Admin Portal
Manage your Session Timeout
Review how to designate your login preferences.
Using the MyTeleMed App
Settings
How to Edit Special Hours
Review how edit your account's office hours for a temporary or "one time only" change.
Using the MyTeleMed Admin Portal
Message Report Breakdown
Review how to interpret and customize your account's message report.
Using the MyTeleMed Admin Portal
Admitting a Patient (No Equipment)
A quick step-by-step guide to help you admit/upload a patient within TouchPoint Care.
Admitting a Patient
A Guide to Matching Your Normal and Stat Message Notifications
A quick guide to set your Stat and Normal message notifications to be the exact same.
Using the MyTeleMed App
Settings
Call Dashboard
The dashboard displays the "Call Volume" report, "Average Speed of Answer (ASA)", "Top Call Codes", "Average Handle Time", and "Percentage of Calls Answered by Source System" reports all on one screen.
Call Dashboard
Agent Summary Dashboard
The Agent Summary Dashboard provides visibility into the historical timeline details of users who log into a call center or Desktop Experience to take calls.
Insights
Agent Summary Dashboard
Call Volume by Hour Heatmap
Run a report that displays your organization's call volume per hour for a specific time frame in a "Heat Map" style.
Insights
Call Volume by Hour Heat Map
Can I use the app on a Windows Phone or Tablet?
How to access the mobile app via web browser on a tablet.
Troubleshooting/FAQs for the App
Secure Messaging Login
Setting up your login for the secure message feature in the mobile app.
Secure Messages
Receiving Secure Message
What to do when receiving a Secure Message.
Secure Messages
*Insights Overview*
Introduction to the "Insights" Reporting Portal.
Insights
Manage Groups
Review how to manage groups with TPC
Getting Started with TouchPoint Care
Manage Groups
Average Speed of Answer (ASA) by Hour Heat Map
The ASA by Hour Heat Map reports the average time in seconds it takes an agent to respond to an inbound call.
Average Speed of Answer (ASA) by Hour Heat Map
User Activity Events Report
This report provides a summary view of Activity Events performed by users in the CXM system. Activity Events are defined as work done by a user that is documented within an Activity.
Insights
User Activity Events
Activity Escalation Rate
The Activity Escalation Rate report shows the percentages of Activities based on an escalated activity event. Escalated events are any event contacting client staff.
Activity Escalation Rate
Billing Actions by Organization
This report displays the total billable calls by organization. Including inbound and outbound calls.
Insights
Billing Actions by Organization
Client Usage Dashboard
The Client Usage Dashboard reports the total amount of contacts made by CareTriage, Average Handle Time (AHT), and the count of active admitted patients, each in their own tile.
Client Usage Dashboard
Adding Participants to Group(s)
A quick step-by-step guide to help you add and/or remove participants to/from groups.
Adding/Removing Participants from Group(s)
Average Calls Per Patient
This report displays how many after hours calls your organization receives per patient based on patient census.
Insights
Average Calls per Patient
Staff Time by Work State
This report displays the total length of time in minutes staff is working in a "state" per day.
Insights
Staff Time by Work State
Calls Coded by Staff
This report provides a quick way to see the percentage of CXM App Calls where the Staff Member selected a Call Code.
Insights
Calls Coded by Staff
Agent Summary
This report shows the total calls and average calls per hour for each agent by Organization.
Insights
Agent Summary
Scheduled Status
Schedule an automatic Status and Assignment change within 24 hours.
Scheduled Status
Average Speed of Answer (ASA)
The Average Speed to Answer report displays an average on how quickly the incoming calls are answered by the CareXM team.
Insights
Average Speed of Answer (ASA)
Queue Abandon Rate
Queue Abandon Rate measures the number of inbound calls that hang up while waiting in queue to be answered that waited longer than 60 seconds
Queue Abandon Rate
Getting Started with the Mobile App
This article contains helpful links for new users of mobile app
Getting Started with Total Triage App
How to Install and Login to the Total Triage App
A quick how to guide to installing Total Triage app to a device for first time users.
Getting Started with Total Triage App
Installing Total Triage App
Logging In to Total Triage App
Enable App Notifications for Android
How to turn on app notifications for an Android phone.
Getting Started with Total Triage App
Logging In to Total Triage App
Call Volume by Call Code
This report displays the call codes by call volume entered by the client's nurses.
Insights
Call Volume by Call Codes
Location Notification Settings for Android phones
How to turn on your location notifications for Android phones
Getting Started with Total Triage App
Logging In to Total Triage App
Location Tracking
Enabling "location tracking" will allow co-workers to distance and location from each other.
Getting Started with Total Triage App
Logging In to Total Triage App
Switching Between Offices (Accounts)
How to switch to another account or office if covering for more than 1 location.
Getting Started with Total Triage App
Using the App
Switching Between Offices
App shows an endless spinning wheel when logging in
A quick guide on troubleshooting when an endless spinning wheel appears.
Troubleshooting/FAQs for the App
System/Software Requirements for Total Triage Mobile App
Minimum requirements needed to download and run the mobile app.
Troubleshooting/FAQs for the App
Video Conference
Review how to start a Video Conference (chat/visit) with a participant.
Video Conference
Send mobile app logs V 4.4.13 and lower
How to send the app logs to support on app versions 4.4.13 and lower.
Help/Contact CareXM for App
Enable App Notifications for iPhone
How to turn on mobile app notifications for an iPhone.
Getting Started with Total Triage App
Logging In to Total Triage App
TouchPointCare Help Guide
A quick how to guide to using TouchPointCare
Troubleshooting/FAQs for TPC
Equipment Ordering Configuration
A quick guide on how to configure Equipment Ordering.
Equipment Ordering Configuration
Jumper Pulse OX JPD-500F may have trouble taking readings with arthritic patients
Troubleshooting/FAQs for TPC
Manage Alerts
Review how to manage alerts for TPC
Getting Started with TouchPoint Care
Create and Manage Alerts
Equipment Ordering
Review how to order equipment/devices from Stratix directly through TPC.
Equipment Ordering
TriagePro and Risk Scoring Configuration
A guide on how to configure TriagePro and Risk Scoring.
TriagePro and Risk Scoring
Manage Company
Review how to manage your company with TPC
Getting Started with TouchPoint Care
Manage Company
Billing - CPT Code Report
A guide on how to access the CPT Report to assist in billing. Note: This is not a final billing report.
Billing
Create Questions
Review how to create questions using TPC.
Getting Started with TouchPoint Care
Create and Manage Questions
Manage TouchPoints
Review how to create, manage, and review TouchPoints using TPC
Getting Started with TouchPoint Care
Manage TouchPoints
Manage Questions
Review how to make and manage questions using TPC
Getting Started with TouchPoint Care
Create and Manage Questions