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 "Billing KPIs" displays data about the billing for your organization:
Choose "Billing Actions by Organization" in the Billing KPIs drop down option:
This report displays the total billable calls by organization. Including inbound and outbound calls. Average Handle Time (AHT) calculation: . Total Handle Time Secs / Call Count. Value shown is in decimal minutes.
Hover over the data to obtain more detailed information:
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
Call Volume by Call Code
Call Volume by Disposition
Nurse State Detail
Staff Time by Work State