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Spok

Using Insights

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This article describes how to use Insights to view charts and other information related to Spok Go messaging and usage

Accessing Insights

In Spok Go, click the Insights icon. The Insights page is displayed. 

The Insights menu displays a list of Insight pages and chart detail pages available to view.

Using Insights

Insights pages provide quick access to information about Spok Go messaging and usage.

Mousing over the data points of any chart on the page displays more information related to that data point.  

Viewing Chart Detail Pages

Chart detail pages provide a closer look at the data contained in the chart and make some additional tools available. These pages can be accessed in two ways:

  1. Click the chart name in the Insights menu.

  2. From any Insight Dashboard, click on the View Details link located in the chart's title bar.

Using Chart Detail Pages

Using Charts

Mousing over the different data points in a chart displays more information related to that data.  Clicking on a data point in a chart will highlight that data point.

Using Tables

Some chart detail pages also present data in a table, displaying the chart's data points as tabs. 

Clicking on a tab will cause the table to display the data used to generate that data point and highlight the data point in the chart.

Clicking on a data point in a chart will bring forward the related tab and display the data in the table. 

Clicking on the title of each column in the table sorts the data by ascending and descending values. 

Saving Charts as PDF

Charts can be saved to PDF format by clicking the Save as PDF link. 

Exporting Chart Data to CSV 

Some charts can be exported to a CSV file by clicking the Export Data link.

Insights and Charts 

The related drill-down data is accurate to the point when it is displayed.

Clinical Diagnostics

  • Reports: This allows use to select report types to run.
    • Communication Records: Communication Records: This allows you to run a report by selecting a date range, procedure type, location, and released by information. This provides a printable/downloadable record that can be reviewed by a lab or radiology manager to document reasons why one or more workflows were not completed successfully.
    • Turnaround Time: This allows you to run a report by selecting a date range, procedure type, location, released by information, and workflow action. This provides a printable/downloadable record that can be reviewed by a lab or radiology manager which provides details on triggered workflows such as what user(s) responded to a workflow, what actions were taken, and the time it took to complete those actions.

The “Released by:” filter that is found on both reports will only allow filtering for results interpreters who exist as users in Spok Go. Other results interpreters who were received via HL7, but do not exist as users in Spok Go, will not be available as a filter option but will be included for report that include all interpreters.

Messaging Details

  • Usage: The Usage chart displays the number of active users who sent, read, read but did not send, and did not send a message. Please note that there may be overlap in the number of users that are reported.

  • Types: The Types chart summarizes total number of messages along with their origins (ex: WCTP or Spok Go user).

  • Status: The Status chart displays the total amount of messages sent, read (viewed by a single recipient or each recipient for group messages), and failed per day.

  • Counts: The Counts chart displays the total number of messages sent, number of recipients sent messages, and total number of messages read (viewed by a single recipient or each recipient for group messages) per day.

User Adoption

  • Accounts -  The Accounts chart displays the total number of active and inactive user accounts (user profiles that have been deactivated) for both SSO user accounts (users who sign-in via SAML/single sign-on accounts that are managed outside of Spok Go) and Native users (users who sign-in with accounts that are created for them and managed within Spok Go).

  • Totals: The Totals chart displays the account totals for users that are active (users who have signed in) and inactive (users who have signed in but whose accounts have been deactivated), and have not signed in (includes active users that have not signed in).

  • Trends: The Trends chart displays total users along with details on whether they have signed in, never signed in, or have become deactivated.

  • Access: The Access chart displays the totals for users that were added, newly signed in, and deactivated for the day.

  • Use: The Use chart displays data for users that are active and have signed in, and active but not signed in for the day.

Voice

  • Call Volume: This chart provides the total number of calls answered, missed, or declined per user.
  • Usage Trends: This chart provides the total of all users with an active status and the total of number of those users that used the Voice feature.
  • Answer Rate Percentage: This chart gives the total number of answered calls versus the total number of declined and missed calls in a percentage chart.
  • Answer Rate Trend: This chart gives the total number of calls including answered, missed, and declined calls.

Troubleshooting

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When data fails to load in a timely manner, the system displays an Error Loading Page message. 

Click Refresh to force the system to attempt to reload the data.