What is an Analytics Dashboard?
In Rhinogram, Members can view statistics about inbound and outbound message activity. It will show an organization the productivity and the peak time of messaging in Rhinogram.
What Members can access the Analytics Dashboard?
Members with an Admin Role are able to view the Analytics Dashboard by default.
Where can a Member access the Analytic Dashboard?
The Analytics Dashboard can be accessed by selecting the 'graph' icon on the Navigation Panel. If a Member does not have the icon, they do not have the correct Role.
There are three options within the Analytic Dashboard:
Messaging
Conversation Activity
Audit Log
Messaging
Messaging Analytics gives a Member insights into key metrics on an organization's performance, but also gives Super Users a high level overview of open and recently closed messages.
Response Time: How quickly an organization responded to the initial message in a conversation averaged over the period of time selected. If an incoming message is received outside of the channel’s availability hours, Rhinogram begins counting the response time once the office hours open again. If a Member responds while the office is closed, the response time will be counted as 0 minutes.
Total Message Count: The total number of incoming messages, outgoing manual messages, and outgoing automated messages over the period of time selected. The outgoing automated messages includes after hours auto-responses, Out of Office messages, and all automated appointment reminder campaign messages (for integrated customers using reminders). The total amount of messages will appear next to the chart header.
Peak Message Time: The hour the most number of messages were received by an organization. This gives a Member the ability to view the peak time patients are most responsive. From this data, Rhinogram recommends adjusting workflow accordingly.
New Inbound Contacts: An unknown contact where the original message came from either text, web form or Facebook. The total number of initial messages that created new unknown contacts will display at the top and the chart is broken down by the source of the contact. An organization can track new, inbound patient leads and the sources they come from. This information can be used to identify where the majority of patient prospects are originating, or to improve advertising in an area that might not be producing as many leads.
How will a Member know if there is no data for the organization during the selected time?
If no results are found for any of the grids mentioned above, a message displays alerting the Member that no data could be found for that specific graph.
How does a Member adjust the date range?
The dashboard will default all charts to the last 30 days. The very top of the page shows the current range of data that is displaying. If a Member selects that box, they will be given several default options, or a place to enter in a custom date range. If the Member chooses to enter in a custom range, only past data is available.
Conversation Activity
What does this table display?
This table gives a Member a deep dive into all activity on conversations, including those currently open and ones that have been closed out by a team member. After choosing a type of conversation, then filter the results to show the last message was sent by the practice or the patient. This chart displays 50 rows of activity per page.
Can a Member sort this activity?
The conversation activity table can be sorted down by each column on the current page. As an example, this sorting function allows a Member to list the conversations in order from least amount of time open to the longest by selecting the arrow beside 'Time Open'.
Sorting applies to one page at a time. Once a new page is loaded, the sort will revert to the default sort view.
Options with in Converstation Activity
Open Conversation Activity
For Open conversations a Member can access the following:
How long the conversation has been open
Who the contact is
The group or member the conversation is assigned to
Were they routed vs. assigned
Last response date/time
Who responded last- Patient or Member with the associated timestamp
Closed Conversation Activity
For Closed Conversations a Member will find:
How long a conversation was open
Date and time it was closed
Name of member that closed the conversation
Who the contact is
A Member can select the contact’s name to access the conversation thread. This tool will give insight into an organization's team activity, messaging demeanor, responsiveness, and track down messages that may be assigned out.
How can a Member access a conversation they may have closed in error?
To recover a closed conversation, view the Conversation Activity, sort by Date Closed. Once the conversation is found in the list, select the contact name from the column to jump to that contacts message thread.
MU (Medicaid)
Medicaid Reporting - Promoting Interoperability
Rhinogram is certified in accordance with the Office of the National Coordinator (ONC). This allows any practice that participates in CMS Medicaid reporting for the “Promoting Interoperability Program” (previously called Meaningful Use Stage 3) to use Rhinogram’s “messaging” capabilities to satisfy the Numerator portion of Objective 6, Measure 2 - Coordination of Care through Patient Engagement: Secure Messaging.
The ‘MU ‘Medicaid’ tab in our Analytics Dashboard allows your practice to see all outbound messages that have been sent using Rhinogram. Note: SMS and RhinoSecure messages count for the Numerator portion of this measure.
A Member can filter by the following:
1. Date Range
-By default the date shows the current calendar year. (example: Jan 1, 2019 -Dec 31, 2019
-The date range supports up to three years (historically)
-Future dates are not supported.
2. Member
- Filter to only providers
3. Contact(s)
-Filters for patients/contacts that fall in the denominator of the measure. Denominator data will still come from an organization's Electronic Health Record/Electronic Dental Record
How Rhinogram can help you achieve an organization's Medicaid reporting goals:
1. An organization can access their denominator, patients with a visit during a certain time frame, from their PMS/EHR.
2. Using the Rhinogram Analytics Dashboard:
-Select the appropriate Date Range that corresponds to the reporting period.
-Select the contact filter and choose one of the patients that shows up on the denominator list.
-Select the member filter and choose the appropriate member’s name (this must be a provider to count).
-If the provider (member) has sent a message to the patient or responded to a message sent by the patient, it will display in the list which means it counts for the Numerator.
Note: Because messages sent from Rhinogram are tied to the owner of the phone number, the "message sent to", may not be the patient. Contact drill-throughs are available to quickly go to the conversation activity to verify if the outbound message in question was in relation to the patient counted in the denominator from the PMS/EHR.
The MU (Medicaid) tab will include the following:
Outbound Message - The date/time the outbound message came from the Practice - from the timeframe that selected from the Date Range
Member - Displays the name of the person who sent the message to the Contact
Message Sent to - The name of the contact the message was sent to
Contact - The contact the message was sent to, or any contacts that are connected to the contact that the message was sent to. For example, if a mother has 2 children as connected parties in Rhinogram and the message was sent to the mother, there would be an entry for the mother and one for each child. The Member will be able to drill-through on any of the contacts in this column