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. The category for "Staff KPIs" displays data about the staff in your organization:
Choose "Staff Time by Work State":
This report displays the total length of time in minutes staff is working in a "state" per day. Displays numbers as a percent of total time per category per day. Results can be adjusted using the filters. The default date is today minus 10 days:
Hover over a percentage category to obtain additional information including total staff minutes in that "state":
Zoom the dates in or out using the "-" or "+" buttons below the dates on the left. 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