CRM Analytics

Owned by Jason Bedoya
Sept 19, 2024
8 min read

Sunwave has delivered self-service dashboards in CRM → CRM Analytics. This area allows users to create, view and view dashboards. These dashboards contain widgets of visualized KPI’s and Data Points.

Requirements

  1. Contact Sales or CS to request Analytics access.

  2. Ensure the user profile has “Access Analytics” checked ON in the user profile contained in Practice Set-Up → Users.

Dashboard Management

Utilize the left menu to navigate through CRM → CRM Analytics and users will be presented the dashboard management screen.

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This screen displays all private dashboards a user has access to and all public dashboards in the realm.

Dashboard Management - Creating New

Pressing “Add Dashboard” will present users with a configuration box

 

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  • Name: Name of the dashboard displayed to yourself and others

  • Public Visibility: Controls if this dash is accessible by only you or other users

  • Add: Adds Dashboard

  • Cancel: Exits user without creating a dashboard

 

Dashboard Management - Modifying Existing Dashboards

Created Dashboards can be edited by using the buttons at the end of the dashboard row.

  • Save As: Allows you to create a duplicate dashboard by saving with a new name.

  • Edit: Opens the “create” window, allowing users to edit the name and privacy settings of the existing dashboard

  • Trash Can: Deletes the dashboard. There is no restore function!

Dashboards - Creating & Editing Widgets

Open a dashboard by clicking on its name from the Dashboard Management Screen. The “Customize” button will place the dashboard in edit mode, allowing for the creation of new or modifications made to existing widgets.

Dashboards - Creating New Widgets

Begin creating a new widget by placing the dashboard in edit mode by pressing the “Customize” button. Select “Add Card” to invoke the “Add New Card” modal

Dashboards - Creating New Widgets - Add New Card Modal

Selecting “Add Card” opens the configuration modal utilized to craft data visualizations

Title

Title displays the text typed as the name of the widget being created

Width

Dictates how large the widget being creating or modified will be. Imagine the dashboard is divided into four columns.

Ex: 4 Widgets each set to Width = 1

Ex: 1 Widget set to Width = 4

 

Format

This section utilizes the opportunity entity to examine which referral sources have sent in opportunities in the last 30 days to demonstrate the different data formats available using common fields.

Entity: Opportunity

Field Selected: Referral Source

Filters: Created On - Last 30 Days

 

 

  • Bar chart

    • Presents data with rectangular bars with heights or lengths proportional to the values that they represent.

  • Pie Chart

    • A

      • a circular statistical graphic which is divided into slices to illustrate numerical proportion

  • Doughnut Chart

    • a type of pie chart that features a hole in the center, similar to a donut.

  • List

    • a collection of items that are finite in number and displayed in a particular order defined by the user

    • users can select multiple values to display in list

       

    •  

    • Notes

      • List Requires the selection of at least two fields if not more in order to render a list to the user

      • Consider the number of fields selected when setting Width

      • Utilize the arrows to the right of the “Fields Selected” values to re-order the columns contained in the list.

  • Number

    • A count of the quantity of records meeting the filtering criteria

  • Table

    • a structured set of data made up of rows and columns that only supports one field. Lists support multiple fields

  • Stacked Bar Chart

    • a type of bar chart that portrays the compositions and comparisons of several variables through time. Stacked charts usually represent a series of bars or columns stacked on top of one another. They are widely used to effectively portray comparisons of total values across several categories

    •  

       

    • Notes

      • Stacked Bar Chart Requires the selection of at least two fields. More are permitted

      • Consider the number of fields selected when setting Width

      • Utilize the arrows to the right of the “Fields Selected” values to re-order the columns contained in the list.

Metric

  • Count

    • Standard display that functions with all widget formats. This provides a numerical count or display of the underlying data set.

  • Percentage

    • Display that renders the data as a portion of 100%. This is non-functional with some formats.

Entity

An entity in the context of data visualization and analytics refers to a distinct item or object that existing with a database. Entities contain attributes that describe its properties and relationship with other entities. For example, opportunity status would be an attribute of the opportunity entity.

 

  • Admission Entity

    • The Admission Entity in Sunwave refers to information contained in the Patient Chart. You can examine the below listed fields by opening a patient chart and examining the header and facesheet. A patient may have multiple admissions. These multiple admissions may be examined utilizing the pull down in the Admission Date field exposed below.

  • Field List

    • MRI

    • Patient Name

    • Admission Date

    • Admission Level of Care

    • Current Level of Care

    • Admissions Rep

    • Admission service Facility

    • Campaign ID

    • Discharge Type

    • Patient Gender

    • Transferred

    • Referral Source

  • Opportunity

    • The Opportunity Entity in Sunwave can be examined in CRM → Opportunities or by running the Opportunities Report. Opportunities are how Sunwave records information related to incoming admission inquiries.

    • Field List

      • Opportunity ID

      • Patient Name

      • Created On

      • Caller First Name

      • Caller Last Name

      • Campaign Name

      • Gender

      • Last Activity Date

      • Status

      • Transferred

      • Workflow State

      • Missed Activities

  • Opportunity Timeline

    • The Opportunity Timeline is where all tasks and activities associated to the opportunity are displayed. It can be found by selecting an opportunity and navigating to the Timeline tab. This is also available in CRM → Timeline Reports.

    • Field List

      • Task ID

      • Opportunity ID

      • Patient Name

      • Opportunity Status

      • Task Subject

      • Task Description

      • Task Status

      • Created On

      • Assigned To

      • Is Missed Activity

  • Referral Timeline

    • The Referral Timeline is where all tasks and activities associated to the referral source are displayed. It can be found by selecting a referral source and navigating to the Timeline tab. This is also available in CRM → Timeline Reports. :

    • Field List

      • Task ID

      • Referral Source ID

      • Referral Source Name

      • Referral Source Status

      • Task Subject

      • Task Description

      • Task Status

      • Created On

      • Assigned To

      • Is Missed Activity

  • Call

    • A Call is an incoming phone call received by Sunwave through a phone call integration, typically CTM or Call Rails. Calls can be reviewed in CRM → Calls or the Calls Dynamic Report.

    • Field List

      • Created On

      • Call ID

      • Campaign Name

      • Opportunity ID

      • Patient Name

      • Station User Name

  • Lead

    • Define

    • Field List

      • Lead ID

      • First Name

      • Last Name

      • Created On

      • Status

      • Primary Phone

Filters & Functions

Filtering involves selecting and showing specific parts of a larger dataset based on certain conditions or rules. It can be used to reduce the amount of data to be processed, remove irrelevant or redundant data, and prepare data for further analysis.

Filters can be added via the + button in the Filter area of the edit view for each widget

 

Two types of filters are supported currently:

  1. Date Filters - filter the data set based upon the number of days from a given date

    1. Conditions

      1. Less Than

      2. Less Than or Equal To

      3. Greater Than

      4. Greater Than or Equal To

      5. Equal To

      6. Not Equal To

    2. Functions

      1. Last Days

        1. user defines how many days

      2. First of Month

      3. First of Last Month

      4. Today

  2. Value Filters- filter the data set based upon a preset or user input value

    1. Conditions

      1. Equal To

      2. Not Equal To

    2. Values

      1. List of Values

      2. Text Input

        1. text inputs require the user to type which values they want to see

        2. example: Is Missed Activity = True or Is Missed Activity = False

Dashboards - Editing Existing Widgets

Dashboards that contain existing widgets can have those widgets modified by placing the dashboard in Customize view and clicking the edit button in the top right corner of the widget tile

 

Dashboards - Moving Widgets

Dashboards that contain existing widgets can have those widgets modified by placing the dashboard in Customize view and clicking the left and right button at the top of the widget tile

Note: It’s important to save your changes after moving a widget before performing more modifications.