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 Activities By Call Codes:
The report will display in the customer's time zone. The default date will display as the previous month. The date can be changed to any date range, within the previous 13 months. If your organization has more than 1 office, choose the office via the organization drop down list. Multiple offices may be selected:
Each column displays a call code category. The percentage on the left side of each column displays your organization's percentage. The percentage on the right side of each column displays all of the other CareXM client's data. You can compare how your organization compares with other like organizations nationwide:
Click on the column to highlight that columns data:
An underlying report is viewed by clicking on the category column in the original chart and a second window will open below with the breakout of codes in that category.
- If you want to select multiple categories at the same time can use CTRL + click to select multiple
- the secondary data can be downloaded the same way as all other charts
The Zoom feature is located on the top left column and only appears when you hover over it. This feature allows the data to be viewed by day/week/month/quarter or year:
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
Call Volume by Disposition