| All |
Total Members in Program(s) |
All members ingested into Salesforce after scrubbing. This counts unique members by program, so if a member appears in more than one program, they will be counted more than once |
| All |
Unique Member Count Across Program(s) |
All members ingested into Salesforce after scrubbing across all programs. Even if a member appears in more than one program, they will be counted only once |
| All |
Members with Eligibility Terminated |
Any members with a termination date prior to the current date |
| All |
SMS Opt In Members |
Any member who indicated via client-provided file, SMS, or CHG call that they wanted to opt-in to SMS outreach |
| All |
Health Plan Data Thru |
Most recent date of health plan data |
| All |
Outreach Activity Thru |
Most recent date of SSH outreach included in the dashboard. Note: dashboards are refreshed daily overnight |
| All |
Client Name |
Client Name |
| All |
Reporting Period |
Filter based on outreach date. This selects only relevant outreach data based on the time selected |
| All |
Line of Business |
Line of business |
| All |
Program Name |
Program name |
| All |
Cohort |
Client provided cohort. Note: this is null if the client has not designated cohorts |
| All |
SMS Opt In |
A filter to select only those who opted in to text (or not). Opt-ins include any member who indicated via client-provided file, SMS, or CHG call that they wanted to opt-in to SMS outreach |
| All |
Race |
A filter for race - based on member reported race if provided, if not, then client provided |
| All |
Ethnicity |
A filter for ethnicity - based on member reported ethnicity if provided, if not, then client provided |
| All |
Language |
A filter for language - based on member reported written language if provided, if not, then client provided |
| All |
Gender Identity |
A filter for gender identity - based on member reported gender identity if provided, if not, then client provided |
| All |
Sex Assigned at Birth |
A filter for sex - based on member reported sex if provided, if not, then client provided |
| All |
Age Range |
A filter for age - based on member reported age if provided, if not, then client provided. Age is binned |
| All |
County |
A filter for county - based on member reported county if provided, if not, then client provided |
| All |
Zip Code |
A filter for zip - based on member reported zip if provided, if not, then client provided |
| All |
Campaign |
Name of the outreach campaign |
| All |
Measure |
Name of gap in care |
| Engagement Summary |
Reach Rate |
Unique members successfully contacted via text message, connected call or voicemail. Successful text is a status of either sent or delivered with no error and no response of “wrong number” or “member deceased”. Connected call is outcome code “Call Connected” excluding subcodes “Hangup before message delivery”, “temporarily unavailable or away from home” or “member deceased” |
| Engagement Summary |
Unreachable Rate |
Unique members not yet reached by any modality. This can be via an sms error or or the following outcomes codes: ‘Outbound Call - Busy’, ‘Deceased’, or ‘Outbound Call - No Answer’ OR outcome subcode in ‘Member Deceased’ (call or SMS), ‘Hang Up Before Message Delivery’, ‘Temporarily Unavailable or Away from Home’. A member can only be in this bucket if they have not been successfully reached by call or sms |
| Engagement Summary |
Exclusion Rate |
Members who either opted-out of communication (SSH-do not contact/text/call/email Client-do not text/call/email) or were excluded by the client for any reason including opt out, terminated, etc (Client: Excluded). SSH-Do not … were gathered during SSH-interactions with the member. Client-do not… were provided by the client. |
| Engagement Summary |
Invalid Contact Info |
Members without a valid phone or email, or during outreach info is found to be non-working or belong to wrong person. This includes no phone number on file, wrong number, & disconnected and not working (temporarily or permanently). This is mutually exclusive with reach and unreachable. If a member has been reached, they will appear in that bucket. If they were unreachable, in that bucket. If neither, then invalid contact info. |
| Engagement Summary |
Engagement Rate |
Reached members who have engaged with us by answering the phone, clicking a link, or responding to a text message or tapback |
| Engagement Summary |
Reached: no response |
Members who been successfully contacted via text message or voicemail, but have not responded |
| Engagement Summary |
Reach - Unique members |
The same definition as “Reach Rate” above, broken down by month. A member may appear in as many months as they were successfully reached |
| Engagement Summary |
Call volume connected |
The call-specific part of “reach rate” broken down by month. This means a voicemail or connected call is outcome code “Call Connected” excluding subcodes “Hangup before message delivery”, “temporarily unavailable or away from home” or “member deceased”. A member will appear in as many months as they had connected calls |
| Engagement Summary |
SMS outbound delivery volume |
All successfully sent text messages broken down by month. This is by message, not by member, so an individual may appear more than once per month or across multiple months |
| Engagement Summary |
SMS inbound volume |
The volume of inbound sms + links clicked. This is by message, not member so an individual may appear multiple times per month and/or across multiple months |
| Engagement Summary |
Reach rate |
Same as the reach rate above, but broken down by month. A member may appear in multiple months |
| Engagement Summary |
Opt Out- unique members |
Members who requested do not call, text, email, or contact during outreach process. The monthly breakdown only includes opt-outs collected via SSH-communication. |
| Text Message Engagement |
Outbound Delivery Rate |
Members successfully sent a text message (text is considered sent if no error received) |
| Text Message Engagement |
Members Texted |
Unique members with at least one text message attempt. This includes all sent messages regardless of delivery status |
| Text Message Engagement |
Opt Out Rate |
Members successfully contacted via text who have indicated a Do Not Contact or Do Not Text status via SSH-communication |
| Text Message Engagement |
SMS Opt-In Rate |
Members contacted who have explicitly opted-in to SMS messaging. Opt in may be via client, SSH phone call or SSH-text |
| Text Message Engagement |
Inbound Response Rate |
Percent of members who successfully received a text who have engaged with a text message at least once, either by responding, clicking a link, or sending a tapback/reaction. |
| Text Message Engagement |
Inbound Volume |
Total volume of inbound interactions via text message including responses, links clicked or tapbacks/reactions. |
| Text Message Engagement |
Outbound Volume |
Total text messages successfully sent (text is considered sent if no errors received) |
| Text Message Engagement |
Delivery Error Rate |
Percentage of text messages where attempted, but returned an error indicating message was not successfully delivered |
| Text Message Engagement |
Click-through Rate |
Percentage of total links sent via SMS that were clicked by members |
| Text Message Engagement |
Outcome Subcode Breakdown |
Information captured during conversations with engaged members on SMS exchanges. This includes both automated categorization and CHG-selected codes |
| Text Message Engagement |
Phone Type |
Breakdown of types of phone numbers for text messages successfully sent |
| Text Message Engagement |
Carrier Breakdown |
Breakdown of carriers for text messages successfully sent |
| Text Message Engagement |
SMS Outbound Delivery - Unique Members |
Members successfully sent a text message (text is considered sent if no error received)– a member may be included in multiple months |
| Text Message Engagement |
SMS Outbound Attempted Volume |
all sms that were sent in a given month regardless of delivery status |
| Text Message Engagement |
SMS Outbound Delivery Volume |
all sms that were successfully sent in a given month |
| Text Message Engagement |
SMS Error Rate |
of text messages where attempted, but returned an error indicating message was not successfully delivered, broken down month to month |
| Text Message Engagement |
SMS Inbound Volume |
Total volume of inbound interactions via text message including responses, links clicked or tapbacks/reactions |
| Text Message Engagement |
SMS Inbound Reach Rate |
Percent of members who received a text who then responded or clicked a link in a given month |
| Text Message Engagement |
SMS Wrong Number |
Monthly count of sms with a response indicating wrong number |
| Text Message Engagement |
Opt Out SMS-Unique Members |
Members who have been contacted via text message who have indicated a Do Not Contact or Do Not Text status. The monthly breakdown only includes opt-outs collected via SSH-communication. |
| Phone Call Engagement |
Call Reach Rate |
Members successfully contacted via connected call (connected call, requested a callback, or not completed due to wrong language) or voicemail Call - outbound call connected or outbound call - left voicemail and NOT ‘Hang up Before Message Delivery’, ‘Temporarily Unavailable or Away from Home’, or ‘Member Deceased’ |
| Phone Call Engagement |
Call Volume |
Total call volume across all members (including multiple attempts to reach the same person) regardless of call outcome |
| Phone Call Engagement |
Members Called |
Unique members with at least one outbound phone call attempt regardless of call outcome |
| Phone Call Engagement |
Opt-out Rate |
Members successfully called who have indicated a Do Not Contact or Do Not Call via SSH-communication |
| Phone Call Engagement |
Average Call Duration |
Average duration of a connected call not including voicemail |
| Phone Call Engagement |
Outcome Code Breakdown |
The status of a call as coded by the CHGs |
| Phone Call Engagement |
Outcome Subcode Breakdown |
Information captured during conversations with engaged members on connected phone calls |
| Phone Call Engagement |
Connected Call Analysis |
Best days of the week and times of day (GMT) for connected calls not including voicemails |
| Phone Call Engagement |
Phone Type |
Breakdown of types of phone numbers for attempted calls |
| Phone Call Engagement |
Carrier Breakdown |
Breakdown of the phone carrier for attempted calls |
| Phone Call Engagement |
Call Reach - Unique Members |
Members successfully contacted via connected call (connected call, requested a callback, or not completed due to wrong language) or voicemail Call - outbound call connected or outbound call - left voicemail and NOT ‘Hang up Before Message Delivery’, ‘Temporarily Unavailable or Away from Home’, or ‘Member Deceased’, broken down month by month. A member may appear in multiple months |
| Phone Call Engagement |
Call Volume Attempted |
Total call volume across all members (including multiple attempts to reach the same person) regardless of call outcome, broken down month by month |
| Phone Call Engagement |
Call Volume Connected |
All connected calls in a given month. Call connected follows the same definition as call reach, which is: members successfully contacted via connected call (connected call, requested a callback, or not completed due to wrong language) or voicemail Call - outbound call connected or outbound call - left voicemail and NOT ‘Hang up Before Message Delivery’, ‘Temporarily Unavailable or Away from Home’, or ‘Member Deceased’ |
| Phone Call Engagement |
Call Unreachable - Rate |
Monthly breakdown of those who were not successfully connected or left a voicemail |
| Phone Call Engagement |
Call Wrong Number Volume |
monthly breakdown of all wrong numbers |
| Phone Call Engagement |
Call Reach Rate |
Members successfully contacted via connected call (connected call, requested a callback, or not completed due to wrong language) or voicemail Call - outbound call connected or outbound call - left voicemail and NOT ‘Hang up Before Message Delivery’, ‘Temporarily Unavailable or Away from Home’, or ‘Member Deceased’, broken down month by month |
| Phone Call Engagement |
Opt Out Call - Unique Members |
Members who have been contacted via call who have indicated a Do Not Contact or Do Not Call status. The monthly breakdown only includes opt-outs collected via SSH-communication. |
