What is the Analytics Module?

An independent module that works with Teladoc Health's Solo™ platform provides flexible ways to visualize, and “slice and dice” data associated with telehealth sessions.   Data is updated every 24 hours.

Can data be accessed by self-service?

Customers and clinicians can acquire self-service access to their data to view and filter what information is most important to them 24/7.

How is performance data accessed?

Customers can access their performance analytics by Subscribing to a free standard report, which is sent via email on a weekly or monthly basis, or with a Solo License, which includes access to the Analytics Portal.

What browsers are supported?

Chrome, Safari, Edge, and Firefox are supported. Internet Explorer is not.

What are performance metrics?

The Reliability dashboard provides users with system performance metrics like system uptime, sessions, device usage, vice usage, survey ratings, and cases for users to track their fleet anytime.

What is the data sharing format?

Data can be sent via a SFTP (CSV) or downloaded through the Analytics Portal in the formats of Excel, PNG, and PDF.

How do I get customer support?

In the U.S. call (877) 484-9119 for 24/7 Support.

What is a performance review?

The Customer Success Team meets with our clients’ executive team monthly and quarterly to review performance and discuss issues.

What is the frequency of reporting?

There are three methods of sharing data:

1. Business Intelligence Reports: Standard (e.g., weekly, monthly) session usage reports are sent in Excel or CSV format automatically via email subscriptions.
2. Analytics Portal: Provides data through our self-service visualization portal. The portal is extendable for data from all Teladoc Health applications and use cases on a daily basis.
3. Automated Delivery Service (SFTP Data Sharing): Allows customers and Teladoc Health to share clinical data using an automated, secure file transfer protocol (SFTP). This will allow customers to consume data with their own tools/warehouse and to blend it with other datasets.

Are there free standard reports?

Yes, standard monthly (Excel) reports are available for free, for telehealth virtual consultation usage and sent via automated subscriptions.

What is the data sharing format?

Data collected can be extracted from a CSV file format.

How can I track performance?

Using any of our reporting capabilities, you can track your short- and long-term telehealth performance, highlighting the differences between lagging and leading measures.

Can I track connecting device types?

Yes, we track robot type, OS, software, and firmware versions.

Can I track user activity?

Yes, activity, such as customer login activity or “has had a session” can be tracked.

How is a virtual consultation measured?

To determine whether a true clinical session has occurred on a Teladoc Health device, we apply three criteria to filter out noise.

1. The session is greater than 60 seconds.
2. The session must not have been conducted by Teladoc Admin.
3. The session must not have been a demonstration.

How is satisfaction measured?

Satisfaction is measured through the patient and provider satisfaction surveys, which are optional and appear at the end of each session. This data is also captured and can be sent through our Automated Delivery Service.

Does Teladoc Health have an API or Data Sharing Service?

Yes, we have an Automated Delivery Service where we can send customers their data securely through sFTP. This allows you to import it into your data tool or warehouse.

Is data shared with 3rd parties?

Customer data is not shared with 3rd parties. It is only used for statistics to enhance customer experience.

How often is data refreshed?

Data is refreshed in the Analytics Portal every 24 hours.

Are there any new dashboards available in the Analytics Portal?

Yes, the Analytics Module now includes dashboards for Virtual Sitter Sessions, and Virtual Sitter Interventions. Each dashboard provides interactive filters and summary metrics for deeper analysis of virtual observations.

What new metrics and filters can I use?

For virtual observation dashboards, we recently updated the Analytics Portal with the filters for Labels (e.g., region, campus, division, group), Care Unit, Patient Preferred Language, Reason for Monitoring, and Pre-recorded Commands. Metrics now include unique patient counts, and patient-to-sitter ratios.

How is asynchronous care tracked?

The Appointments dataset now includes an Async Appointment Status field, allowing you to differentiate between synchronous and asynchronous visits in your reports.

How is satisfaction measured?

Satisfaction is measured through patient and provider surveys, now captured in a new format with six individual yes/no columns for audio and video quality issues.

How is data shared and what formats are available?

Data can be shared via automated SFTP (CSV format, rolling 21-day window), or downloaded from the Analytics Portal in Excel, PNG, and PDF formats.

P/N PL016269.A