CareAR Analytics – CareAR Help Center

CareAR provides insights into usage and trends via its analytics facility. All users on the platform have a view of some level of analytics, depending on the user’s role.

A few key points to keep in mind:

Unless you intentionally single out guest data, the data presented is that of the host’s perspective. Typically, this is the most important information to track.
In general, when presenting total minutes, we round up each session duration to the nearest whole minute.

Roles and Permitted Views of Analytics

CareAR supports multiple roles in the solution. Each role may have access to a different set of analytics depending on their job function. Below are summaries of roles and their view permissions of analytics data within a CareAR tenant. There may be additional permissions for each role unrelated to analytics that are not included below. Refer to CareAR online documentation at https://help.carear.com/hc/en-us .

Primary Tenant Admin - The primary tenant admin role is assigned to the user declared when the tenant is initially created. This role has all privileges of a tenant admin but is noteworthy in that this user is required to be specified to create a tenant and can activate Single Sign-On. There can only be one primary tenant admin.

This role is permitted has full read access to all tenant analytics data, read/write access to user profile data, and can set tenant configuration parameters.

Tenant Admin - The tenant admin role is like the primary tenant admin role in that a user with this role has full read access to all tenant analytics data, read/write access to user profile data, and can set tenant configuration parameters. There may be any number of users (including none) who may be assigned the tenant admin role.

Analyst - The analyst role is appropriate for the user who needs a high degree of reporting capabilities but who is not managing or accessing user profile data. This user has the same full read access to tenant analytics data as a primary tenant admin or a tenant admin. This user cannot write user profile data or set tenant configuration parameters. There may be any number of users (including none) who may be assigned the analyst role.

Content Creator – The Content Creator Role is appropriate for users who will be creating CareAR Content. This user will have full access to CareAR Content with the ability to interact with the Experience Builder, and Survey Builder, as well as read access to Analytics data. This user will have no access to connectors or administrator configurations. There may be any number of users (including none) who may be assigned the content creator role.

General - The general user role is the default role for the ordinary CareAR Assist/Instruct user. This user has only read access to his own usage analytics data and cannot see tenant-wide analytics data. This user can update his user profile data but cannot see or set tenant configuration parameters. There may be any number of users who may be assigned the general role.

Navigating Analytics on the CareAR Portal

Primary Tenant Admin, Tenant Admin, or Analyst User

If your role assigned is primary tenant admin, tenant admin, or analyst, when you log into the CareAR Admin portal, click the menu item Analytics and the following sub-menus are presented:

Usage
Users
Surveys
Session Map
Session Activity

Navigating any of the sub-menus will take you to a corresponding pre-configured dashboard.

Usage Dashboard The Usage Dashboard provides a high-level view of the Assist usage activity for the tenant.

The time frame for the dashboard display can be selected by choosing one of the following options:

Last 7 Days – view of last 7 days and is default time frame view
Last 30 Days – view of last 30 days
Last 12 Months – view of last 12 months. May show fewer months if age of tenant is less than 12 months.
Current Billing Cycle – view of current month, starting first day of month up to present day
Custom Date – user specified time range at the day/month/year level

Three key widgets are visualized in this view:

1. Total Active Users

Total Active Users is the total number of unique CareAR users for the selected time frame. Note that if a user is no longer active in the systems (i.e., their account is removed), the count will reflect that the user was active at some point during the time frame.

2. Total Minutes Used

This is the total number of minutes that a host was in an Assist session. It does not include guest (non-host) minutes in a session. Included in this number are all sessions with 1 or more participants; so-called “solo sessions” also are included.

3. Session Activity

The Session Activity widget is the visualization of the number of session activity of Assist hosts across the specified time frame where there are 2 or more participants in a remote Assist session (i.e., a host and at least one Assist guest participant).

You can hover your mouse pointer over the time increment (day or month) to see total for that time unit. Note that for time frame scales of Last 7 days, Last 30 days, and Current billing cycle, the time frame increments are at the day level. For time frame scale of Last 12 months, the time increment is at the month level. For Custom Date, the increment is at the day level.

Figure 1 Usage Dashboard

User Dashboard

The User Dashboard provides a high-level view of the Assist usage activity within the tenant, but with a focus on users.

The time frame for the User Dashboard display can be selected in the same way as the Usage Dashboard by choosing one of the following options:

Last 7 Days – view of last 7 days and is default time frame view
Last 30 Days – view of last 30 days
Last 12 Months – view of last 12 months. May show fewer months if age of tenant is less than 12 months.
Current Billing Cycle – view of current month, starting first day of month up to present day
Custom Date – user specified time range at the day/month/year level

Four key widgets are visualized in this view:

1. Total Active Users

2. Total Minutes Used

3. Individual User Activity

The Individual User Activity widget is the tabular view of the session activity of Assist hosts organized by user across the specified time frame where there are 2 or more participants in a remote Assist session (i.e., a host and at least one Assist guest participant).

A search tool allows you to search by name (first or last).

If you have set up groups on the tenant, you can refine the table view at an individual group level or the full tenant level (all groups). The default is full tenant level.

The table consists of four sortable columns: Host (first name, last name), Total Number of Calls, Total Number of Minutes, Answers Submitted.

4. Top 10 Active Users

The Top 10 Active Users widget shows the top 10 active users within the time frame specified. This bar chart view is organized left to right based on total cumulative minutes for a given Assist host across the specified timeframe. Total number of calls made by the user is also presented. You can hover over a given bar to show the summary of minutes and calls for that user. You can also click on the legend to hide or show one or both values; for example, clicking on No. of Calls toggles off the bars for number of calls. Click again to expose the bars for number of calls.

Note: that if fewer than 10 users were active for the specified timeframe, then only those active users (with their associated data) will be presented.

Figure 2 User Dashboard

Surveys Dashboard

If you have Assist survey questions set up for your tenant, the Surveys Dashboard provides an easy way to view survey results for the Assist activity during the specified timeframe.

Since you can define separate survey questions for the host and for the guest in an Assist session, widgets are presented to show the survey results for each survey question.

You can refine the dashboard to display both host and guest survey results (the default), host only, or guest only.

The time frame for the Surveys Dashboard display can be selected in the same way as the Usage Dashboard by choosing one of the following options:

Last 7 Days – view of last 7 days and is default time frame view
Last 30 Days – view of last 30 days
Last 12 Months – view of last 12 months. May show fewer months if age of tenant is less than 12 months.
Current Billing Cycle – view of current month, starting first day of month up to present day
Custom Date – user specified time range at the day/month/year level

An export function is provided to allow exporting the survey data to a .csv (comma-separated value) file for off-line analysis or processing.

Figure 3 Surveys Dashboard

Session Map Dashboard

When users permit the sharing of location, we use that information to plot on a global map the location of the host handling an Assist session and present that in the Session Map Dashboard.

The time frame for the Session Map Dashboard display can be selected by choosing one of the following options:

Today – view of today’s data is default time frame view
This Week – view of last 7 days
This Month – view of last 30 days
Custom Date – user specified time range at the day/month/year level

You can present the map with a light topography view with administrative regions and major geographic features indicated (countries, states, oceans, etc) or with a satellite view.

Figure 4 Session Map Dashboard

Clicking the button labeled See Activity in Table presents a tabular view of the data plotted on the map. The table presented provides sortable columns for the Start Time, Duration, Host name, Type of session, Guest(s), and thumbnails of any snapshots that may have been created during the Assist session.

Figure 5 Session Map View in Tabular Format

A button is provided to “Show Marker” and take your view directly to the location where the Assist session was hosted. The unique session ID, the guest’s name, and Assist session duration are displayed in relation to the mapped pin representing the host.

Figure 6 Session Map with Marker View

Session Activity Report

The Session Activity screen provides a dynamic, tabular view of session activity on the tenant. This is one of the most used views of analytics within the platform.

The time frame for the Session Activity Dashboard display can be selected by choosing one of the following options:

Today – view of today’s data (default)
This Week – view of last 7 days
This Month – view of last 30 days
Custom Date – user specified time range at the day/month/year level

An option is provided to filter based on host name, either scrolling through available names or typing in first or last name to refine the search selection more quickly.

The table of data is organized with the following sortable columns, from left to right:

Start Time

Day of week, date, and local time (HH:MM).

Duration

Elapsed time in minutes for the session. This value is rounded up to the nearest whole minute.

Host

When Type = Assist, this is populated with the Assist session host’s first and last name. When Type = Instruct, this field is blank. If you hover your mouse over this field, additional details about the host’s device are presented (including CareAR app version, device type, device model, operating system, processor details, memory, and battery).

Guests

When Type = Assist, this field indicates the display name the guest(s) entered (or the default display name the system provided). If there were multiple guests in the session, each are shown, delimited with a comma. If you hover your mouse over this field, additional details about the host’s device are presented (including CareAR app version, device type, device model, operating system, processor details, memory, and battery).

RefID

When the session was invoked by a third-party application integration (using a CareAR connector integration or a web API integration), the reference ID provided by the third party application will populate this field. This is helpful for tracing session data on multiple systems when troubleshooting is needed.

IName

When the session was invoked by a third-party application integration (using a CareAR connector integration or a web API integration), this field is populated with the Integration short name. For example, a value of “SNOW” indicates the ServiceNow connector was used to launch the Assist or Instruct session.

Type

This value indicates the application used to create the session data. Valid values are “Assist” or “Instruct” .

Group

If the host belongs to a CareAR group, the group name is populated in this field.

Session Images

This field contains thumbnails of snapshots that are captured during an Assist session. With release 23.03 backend, Experiences that include content enabled with Camera Capture may optionally populate this field. Clicking the thumbnail presents the image in full size. Options to delete the image from the system and to download the image to your local device are provided.

Session Recordings

If a video recording was created during an Assist session, then the URL to the recording file is presented in this field.

Figure 7 Session Activity Dashboard

An export function is provided to allow exporting the session activity data to a .csv (comma-separated value) file for off-line analysis or processing. You can further refine which session activity records are exported by clicking the associated checkbox on the left of the Start Time for the record.

Details

Clicking 'Details' for any given session will open the Advanced Session Details for a more detailed view of the sessions activity.

General User

Within the CareAR user portal, click the menu item Analytics and the following sub-menus are presented:

Usage
Session Map
Session Activity

Note that the Users Dashboard and the Surveys Dashboard are not available to the general user.

Only data relating to that user is presented. The dashboard presentation and field values are identical to those described previously, minus any host name filtering.

Export File Field Descriptions

Survey Data Export File

A user may choose to export the Survey data export file based on the time frame and other selection criteria. Survey Data applies only to Assist sessions and requires that survey questions are configured.
The file is in comma-separated value (.csv) format and the file name is created using the following method:

Descriptions of the fields of the Survey Data export follow:
Session ID
Unique identifier created by CareAR for the Assist session.
User Name
This field is populated with the Host’s name for host survey data or with guest’s display name for guest survey data.
Job Description
This is an optional field that a user (or admin) may populate against in the user’s profile. If populated, then this field is filled with that value. The value is a character string.
Groups
If the host or the authorized guest belongs to a CareAR group, the group name is populated in this field.
Date Time
Composite value of day of week, date, and local time (HH:MM).
Date Time (Julian)
Composite value including year and Julian date
Date Time (UTC)
Composite value of day of week, date, and Coordinated Universal Time (HH:MM).
User Type
This value indicates the user type for the Assist session. For example, the User Type may be “host”, “guest” or “authorized participant”.
The rest of the columns in the export file are survey questions (as the column label) and the input by the user in response to the survey question. The format of the user response depends on the answer format (e.g., rating would yield an integer from 1 to 5).

Session Activity Export File

A user may choose to export the Session Activity table based on the time frame and other selection criteria. The file is in comma-separated value (.csv) format and the file name is created using the following method:

Descriptions of the fields of the Session Activity export follow:
SESSION ID
Unique identifier created by CareAR for the session. Applies both to Assist and Instruct sessions.
START TIME
Composite value of day of week, date, and local time (HH:MM).
START DATE (Julian)
Composite value including year and Julian date
START TIME (UTC)
Composite value of day of week, date, and Coordinated Universal Time (HH:MM).
DURATION
Elapsed time (HH:MM:SS) for the session.
DURATION (mins)
Elapsed time in whole minutes for the session. Note that we round up to the nearest whole minute.
RefID
When the session was invoked by a third-party application integration (using a CareAR connector integration or a web API integration), the reference ID provided by the third party application will populate this field. This is helpful for tracing session data on multiple systems when troubleshooting is needed.
IName
When the session was invoked by a third-party application integration (using a CareAR connector integration or a web API integration), this field is populated with the Integration short name. For example, a value of “SNOW” indicates the ServiceNow connector was used to launch the Assist or Instruct session. For custom connectors built using the CareAR Web API, the value is “WEBAPI”.
Experience ID
When Type = Instruct, this field is populated with the unique ID (randomized character string) that the CareAR system assigns to the experience.
Experience Name
When Type = Instruct, this field is populated with the name of the experience that the content creator assigned.
Type
This value indicates the application used to create the session data. Valid values are “Assist” or “Instruct” .
User Type
This value indicates the user type for the session.
For example, when Type = Assist, the User Type may be “host”, “guest” or “authorized participant”. When Type = Instruct, the value will always be “guest”.
User device type
This field indicates the type of device used for the application and may have value of “desktop” or “mobile”.
User OS
This field indicates the type of operating system and may have value of “iOS”, “Mac”, “iPadOS”, “Android”, “Windows”, or “Linux”. There may be scenarios where the application cannot determine the exact OS and this field may be blank.
OS Version
This field indicates the version of the OS, if it can be determined. This is a variable character string field.

User join type
This field indicates if the native app was used (“app”) or the browser was used (“browser”).
Browser Version
When User join type = “browser”, this field indicates the browser type and version (e.g., “Safari 16.3”). This information isn’t always available depending on browser and the user configuration of the browser.
User Name
When Type = Assist AND User Type = Host, this field is populated with the Host’s name. When Type = Assist AND User Type = Guest, this field is populated with the display name used for the guest’s session; a display name is auto-generated (e.g., GuestWeb1), but can be overwritten by the guest if they so choose. When Type = Instruct, this field is blank.
Host
When Type = Assist, this is populated with the Assist session host’s first and last name. When Type = Instruct, this field is blank.
Job Description
This is an optional field that a user (or admin) may populate against in the user’s profile. If populated, then this field is filled with that value. The value is a character string.
User Group
If the host or the authorized guest belongs to a CareAR group, the group name is populated in this field.
Number of Participants
This reflects the number of participants in the session. When Type = Instruct, this is set to 1. When Type = Assist, this is set to 1 (in the case of a solo session, host only) or to the total number of unique participants who had joined the session.
Images
This field contains the URL to the snapshot(s) captured during an Assist session.
Recordings
If a video recording was created during an Assist session, then the URL to the recording file is presented in this field.