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 "Billing Reports", then "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.
This report can be filtered by Report Time Zone, Date Range, Organization, and Organization State.
- Report Time Zone - Defaults to time zone of the organization selected. Allows user to choose time zone to view data.
- Start Date & End Date - Choose date range. The default start and end dates display the previous 10 days. Change the dates to display a specific time period.
- Organization - Choose organization(s) to view in the dashboard. Defaults to all, user will only see organizations they have access to.
- 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.
Total Contacts - by Type - This tile shows the amount of contacts made by CareTriage . Each contact type has it's own color on the graph to represent its data.
Average Handle Time (AHT) - This tile shows the billable Average Handle time in decimal minutes. Average Handle time is the average time it takes for a nurse or agent to handle an answered call. AHT = (Talk Time + Call Wrap-Up time) / Number of Calls Handled.
Daily Census Count - This tile shows the count of active admitted patients for the selected time period. Each selected organization has it’s own row within the tile and additional organizations can be seen by scrolling down.
(+/-) Day/Week/Month button on tiles - 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.
To Download:
1. Click on the y-axis title of the tile (the name of your organization for Daily Census Tile) on the left side of the screen to highlight it in blue.
2. Click to turn the tile blue:
3. Click "Download" on the bottom right corner of the screen:
4. Choose your file format:
