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:
Click on 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. The report will automatically default for today minus the past 10 days. The red line displays the average speed to answer over the selected time frame.
Filters include showing the report in different time zones, adding more offices if your organization has more than 1 office and adjusting dates.
The report can be downloaded, select "Download" in the lower right hand corner of the screen:
Choose your file format:
Contact Detail Report