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 KPIs and then "Activities by Status":
This report can be filtered. The default time zone displays in the customers time zone. The date defaults as the previous month, however, it can be filtered to any date range for the previous 13 months. Other filters include the Service Type and Activity Action:
The columns display the completed status of the call. The percentage displayed on the left side of each column displays your organization's percentage and the data on the right side of each column displays all the other CareXM client's data. You can compare how your organization compares to other like organizations nationwide:
Click on each column to get more detailed statistics about that columns data:
The zoom in/out feature is located on the top left column line of the chart and only appears when you hover over. It lets the user view the data by day/week/month/quarter/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