CultureGuide Dashboards Release Notes

Release 1/24/2024

“Unique Members Provided to Date” metric title (top left) updated to “Total Members in Program(s)” to better reflect the metric definition. This counts the number of unique members in each program, so if a member appears in multiple programs, they will be counted multiple times. Only the title has changed, not the metric.
“Unique Member Count Across Program(s)” metric added to display the number of unique members provided regardless of program enrollment. If a member appears in multiple programs they will only be counted once. This is a new metric.
“Download PDF” button added to provide clients with the option to download a PDF version of one or all visuals shown
Minor formatting changes for improved readability
Line of Business filter is now correctly populated with the program Line of Business

Bug fix for “SMS Outbound Attempted Volume” - calculation was potentially overcounting for instances where a member clicked a link more than once
“Delivery Error Rate” definition updated to more accurately describe the metric. The change is in the wording only, the metric will stay the same.
Improved formatting of the “Outcome Subcode Breakdown” table

“Link Clicked” was added to the Engagement Modality breakdown to have a more consistent definition of “Engagement” throughout the dashboard. The Engagement Rate also now includes links clicked.
Wrong number and member deceased responses obtained via inbound SMS will now be accurately counted in the “Invalid Contact Info” and “Unreachable Rate” and not in the “Reach Rate” bucket. This will result in a minimal shift in these metrics. Only information obtained via inbound SMS is affected, this information obtained via phone is already accurately counted.

The Monthly Engagement Trends on each tab has been split into two tables, one for Monthly Engagement, one to track Opt-Outs by month. This fixes the previous bug where the monthly opt-out metric was reporting the number of touchpoints received by a member who opted out at any point in the journey instead of the number of members who opted out, leading to a highly inflated number. Updated definitions for these metrics can be found here.
Outcome code logic was updated to keep up with CultureGuide enhancements. New codes with standardized/updated naming conventions that replace archived names may appear in outcome code/subcode breakdown charts.

Language around opt-outs is changed to better reflect that client-provided “Do Not Contact” includes anyone who is excluded by the client for any reason
Bug fix for opt-out rate calculation - ssh-gathered “Do Not Call” was being undercounted
Engagement buckets (Reach Rate, Unreachable Rate, and Invalid Contact Info) are now mutually exclusive. If a member is ever reached, they will appear in the “Reach” bucket. If a member was never reached but has valid contact information, they will appear as “Unreachable”. If they have not been reachable and do not fall under the unreachable bucket, they will be placed in the “Invalid Contact Info” bucket.

Bug fix for Average Call Duration calculation - calculation was counting some calls that were not considered as “connected”