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. The category for "Staff Reports" displays data about the staff in your organization:
Choose "Staff Time by Work State":
This report displays the total length of time in minutes staff is working in a "state" per day. Displays numbers as a percent of total time per category per day. Results can be adjusted using the filters. The default date is today minus 10 days.
This report can be filtered by Report Time Zone, Organization, Date Range, Work 'State' Type, Staff Type, Staff Name, Work 'State', Organization State:
- 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 is the previous 24 hours. To look up a specific date range, manually enter the date.
- Work 'State' Type: This filter allows users to select the type of 'State' the staff member(s) used on the app. For example, Available (green), Unavailable (red), Logged Off (gray).
- Staff Type: This filter allows users to select the staff type. For example, Administrator, nurse, etc..
- Staff Name: This filter allows users to select the name of staff member who took call.
- Work 'State': This filter allows users to select the 'State' the staff member(s) used on the app.
- 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 a percentage category to obtain additional information including total staff minutes in that "state":
Zoom the dates in or out using the "-" or "+" buttons below the dates on the left. 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:
