Spruce dashboards give administrators a real-time view of their organization's healthcare communication activity, including calls, messages, faxes, and more, directly in Spruce. Data is refreshed every 2 hours, so you can monitor your practice's performance when it is convenient for you. Dashboards are available on the Communicator and Basic plans. Administrators on the Basic plan see a core set of charts and can upgrade to the Communicator plan to unlock the full set of charts and advanced reporting.
IN THIS ARTICLE
- Introduction to Spruce Dashboards
- Understanding the Basic Dashboard
- Understanding the Communicator Dashboard
- Frequently Asked Questions
Introduction to Spruce Dashboards
Spruce dashboards are available in a web browser or the desktop app. As an administrator, go to Settings > Dashboards to view your dashboards.
On the Dashboards page, you’ll see several different charts displaying different data about your organization’s activity on Spruce. For data displayed in a graph or heat map, you can hover over the content to see more details. For data displayed in a graph, you will see a legend that you can click on to toggle the visibility of that item.
Additional Dashboard Controls
| Time zone | A time zone selector appears at the top right of the page. Selecting a new time zone reloads the dashboard in that time zone for your account only. |
| Print/save as PDF | Select the print button at the top right of the page to download a PDF or print your dashboard. |
| Download chart data | Hover over any chart, select the three-dot menu, then select Download Data to download a CSV or XLSX file of that chart's data. |
| Export chart images | Hover over any chart with a visual component, select the three-dot menu, then select Export Image to download or copy an image of the chart (JPEG, PNG, SVG, or PDF). |
Understanding the Basic Dashboards
Note: By default, all charts show data for the last 7 days. We hope to expand reporting capabilities to allow filtering by date in the future.
If you are on the Basic plan, you have access to a standard set of core reports on your dashboards page. Each dashboard is made up of individual charts. Below is an overview of each chart in your dashboard.
Organization Name
The name of your organization on Spruce. If you need to update your organization's name, you can go to Settings > Organization Profile > Edit profile.
Last Updated
This shows the last time the data in your dashboard was updated. Data updates every 2 hours during business hours. Updates may be less frequent overnight.
Inbound Communication by Channel (Unique People)
A bar chart of inbound communication from unique people who called, sent a secure message, sent an email, sent an SMS message, and sent a fax, per day. Only unique people are counted, even if they communicate more than once in that channel. For example, if the same phone number calls you more than once per day, it will only count once.
SMS Messages Sent and Received
A stacked bar chart of all SMS messages sent and received per day. This includes SMS messages with all your Spruce phone numbers.
Faxes Sent and Received
A bar chart of all fax messages sent and received per day. This includes faxes with all your Spruce fax numbers.
Emails Sent and Received
A bar chart of all emails sent and received per day. Don’t have a Spruce email address yet? Learn more about getting started.
Secure Patient Accounts
The number of secure patient accounts connected to your organization. This counts any patient account that has ever connected with the organization and is not filtered by date. Learn more about inviting patients to Spruce.
Secure Messages Sent and Received
A stacked bar chart of all secure messages sent and received per day. This includes messages with all your Spruce links. Learn more about secure messaging on Spruce.
Video Calls Completed
A bar chart of all of video calls completed per day. This includes all video calls across your organization. Learn more about video calls on Spruce.
Scheduled Messages Sent
A bar chart of all scheduled messages sent per day. This includes any message that was scheduled (secure messages, SMS, fax, email, team chats, and internal notes). Scheduled messages are counted by the date they are sent.
Understanding the Communicator Dashboards
Note: By default, all charts show data for the last 7 days. We hope to expand reporting capabilities to allow filtering by date in the future.
If you are on the Communicator plan, you have access to our full set of reports on your dashboards page. This includes all the charts in the Basic plan, plus additional ones for advanced reporting. Each dashboard consists of individual charts, organized into tabs. Below is an overview of each chart in your dashboard.
Overview Tab
Organization Name
The name of your organization on Spruce. If you need to update your organization's name, you can go to Settings > Organization Profile > Edit profile.
Last Updated
This shows the last time the data in your dashboard was updated. Data updates every 2 hours during business hours. Updates may be less frequent overnight.
Inbound Communication by Channel (Unique People)
A bar chart of inbound communication from unique people who called, sent a secure message, sent an email, sent an SMS message, and sent a fax, per day. Only unique people are counted, even if they communicate more than once in that channel. For example, if the same phone number calls you more than once per day, it will only count once.
Outbound Messages (SMS + Secure) Heat Map
A heat map of outbound SMS and secure messages that shows the number of outbound messages by day and hour. The darker the blue, the more messages were sent that hour.
Inbound Messages (SMS + Secure) Heat Map
A heat map of inbound SMS and secure messages that shows the number of inbound messages by day and hour. The darker the blue, the more messages were received that hour.
Teammate Activity Tab
Scheduled Messages Sent
A bar chart of all scheduled messages sent per day. This includes any message that was scheduled (secure messages, SMS, fax, email, team chats, and internal notes). Scheduled messages are counted by the date they are sent.
Teammate Activity
A table of activity by teammate that shows:
- Teammate display name
- Total number of outbound secure messages sent
- Total number of outbound standard (SMS, fax, and email) messages sent
- Total number of video calls made
- Total number of team chats sent
- Total number of internal notes posted
Pages
A table of Pages activity by teammate or team that shows:
- The name of the team or teammate that was Pages
- If it was a teammate or team that was paged
- Total number of Pages resolved
- Total number of Pages (resolved and unresolved)
- Average time to resolution in seconds: how long it took for the Page to be resolved
- Average time to resolution in minutes: how long it took for the Page to be resolved
- Resolution rate: percentage of Pages that the teammate or team has resolved
Call and SMS Activity Tab
Call Answer Rate
A combination line and bar chart that shows the number of calls eligible to answer versus the percentage of those calls that were answered. Calls are eligible to answer if they ring through to at least one teammate, team, or VoIP phone.
Calls Placed, Calls Answered, Total Talk Time
A table of call activity by teammate or VoIP device that shows:
- Teammate or Phone Name (only relevant for VoIP devices)
- Total number of outbound calls placed
- Total number of inbound calls answered
- Talk time in minutes
SMS Messages Sent and Received
A stacked bar chart of all SMS messages sent and received per day. This includes SMS messages with all your Spruce phone numbers.
Call Rates by Phone Number
A table of call activity by phone number that shows:
- Phone number
- Phone number name
- Total number of answered calls
- Total number of missed calls (calls that rang through somewhere but were not answered)
- Total number of calls that rang through somewhere (either to a team, teammate, or VoIP device)
- The answer rate: what percentage of calls that rang through somewhere were answered
Inbound Call Heat Map
A heat map of inbound calls that shows the number of inbound calls by day and hour. The darker the blue, the more calls were received that hour.
Inbound Calls by Call Flow Selection
A table of call activity by call flow selection that shows:
- Call flow name
- Call flow option name: this is the first selection the caller makes in your call flow (e.g. Option 3 - Billing)
- Call flow option ID: this shows the outcome of the call (e.g., the caller left a voicemail after selecting Option 3 - billing)
- Total number of inbound calls
Fax and Email Activity Tab
Faxes Sent and Received
A bar chart of all fax messages sent and received per day. This includes faxes with all your Spruce fax numbers.
Emails Sent and Received
A bar chart of all emails sent and received per day. Don’t have a Spruce email address yet? Learn more about getting started.
Secure Patient Activity Tab
Total Patient Secure Accounts
The number of secure patient accounts connected to your organization. This counts any patient account that has ever connected with the organization and is not filtered by date. Learn more about inviting patients to Spruce.
Video Calls Completed
A bar chart of all of video calls completed per day. This includes all video calls across your organization. Learn more about video calls on Spruce.
Secure Messages Sent and Received
A stacked bar chart of all secure messages sent and received per day. This includes messages with all your Spruce links. Learn more about secure messaging on Spruce.
Frequently Asked Questions
Who can view dashboards?
Only administrators can view dashboards. Non-admin teammates do not have access to dashboards. However, administrators can export data to share with teammates externally. Learn more about exporting data.
How current is the data?
Data is refreshed every 2 hours during business hours and every 4 hours at some points overnight. The “Last Updated” tile at the top of the page shows exactly when the data was last refreshed.
Why do some charts not appear on my dashboard?
Some charts are only available on the Communicator plan. If you are on the Basic plan and would like access to the full dashboard. To upgrade to the Communicator plan, click here using Spruce on a desktop computer.
Can I get the dashboards emailed or export/print them?
You can print your dashboards by using the print button at the top right of the screen. To export individual charts, hover over a chart, select the three-dot menu, and then select whether you want to download the data or export an image of the chart.
Can I change the timeframe? What is the timeframe?
Currently, all dashboards show data from the last 7 days. We hope to expand reporting capabilities to allow filtering by date in the future.