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 Volume by Disposition":
The Call Volume by Disposition report displays the total calls by day and the "Disposition" or how the call was handled.
The report can be filtered by time zone, call system and disposition. The report is pulled by default date, which is today minus 10 days. The date can also be filtered:
If you organization has more than 1 office, the option to choose multiple offices can be found under the "Organization".
Hover over the disposition to get more specific detail about that statistic:
Use the "-" or "+" button at the lower left of the report to move dates in our 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.
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
Choose your file format:
Contact Detail Report
Average Speed of Answer
Call Volume by Call Code