Overview
The Teladoc Health Analytics Module empowers a customer with a complete single source of truth for their telehealth tenant, including all practices that are part of that account. It collects all the information necessary for administrators and coordinators to analyze their telehealth program. The Teladoc Health Analytics Module consists of the Analytics Portal, Performance Reports, and Automated Delivery Service.
NOTE: Access the Analytics portal at https://analytics.Teladochealth.com
NOTE: For help with Solo™, see the Analytics Module Teladoc Health's user guides: MA-20165 Practice Admin and MA-20171 Practitioner-Scheduler User Guides.
Activity data is used to provide a snapshot of a provider's historical interactions. Then, in conjunction with Smart Notes, program directors can track clinical performance to determine best practices to improve patient care.
Analytics Portal
The Analytics Portal provides visual analytics and interactive dashboards to enable users to spot patterns and trends quickly across their telehealth account.
Performance Report
The Performance Report provides a high-level snapshot of your telehealth program. It enables tracking clinical performance for improved patient care, based on the products the customer owns.
Automated Delivery Service
The Automated Delivery Service allows users to access their own proprietary analytics in an automated fashion by transferring files daily via secure file transfer protocol. Users can then manipulate their daily raw data using their own internal tools.
- For Appointments, 3 years of data is based on Appointment Time (Universal Time Coordinated (UTC).
- For Cases, the 3 years of data is based on Created Dates.
- For Sessions, the 3 years of data is based on Start Time (Universal Time Coordinated).
- For Smart Notes, the 3 years of data is based on Appointment Time (Universal Time Coordinated).
- For Device Uptime, the 3 years of data is based on an Uptime Date.
Intended Use
The Analytics Module is intended to provide visual analytics and interactive dashboards that allow the user to spot patterns and trends quickly, revealing everyday opportunities and hidden insights.
Analytics Portal
Analytics Portal Requirements
The Analytics Portal is designed to run under the Teladoc Health Solo platform. Using the current version of Chrome, Edge, Firefox, or Safari is recommended. For detailed requirements, refer to the article Provider Support for Apps, Browsers, and Operating Systems at https://solosupport.teladochealth.com/
Analytics Portal Setup
From the Solo dashboard, select Reporting from the left navigation panel, then View Analytics. Or navigate directly to https://analytics.Teladochealth.com. If you do not see this link, contact support to have it configured for your account.
The main Analytics dashboard loads and will display the following options:
- Search
- Help
- Notifications
- Profile
Analytics Portal Search
Search the entire site using the Search bar that expands upon selection.
Analytics Portal Help
Click on the question mark icon for Server Help, Support, and About Tableau Server.
Analytics Portal Notifications
Access your alerts and notifications.
Analytics Portal Profile
Click the Profile icon in the upper, right-hand corner to set up options for “My Content,” “My Account Settings,” and “Set as Start Page.”
The Analytics portal provides visual analytics and interactive dashboards to enable users to spot patterns and trends quickly, revealing everyday opportunities and hidden insights.
As a Practice Admin (i.e., Admin Role), use the left navigation panel to select the options of Home, Favorites, Recents, Shared with me, Recommendations, Personal Space, Collections, and Explore.
Analytics Portal Explore
Select Explore from the left navigation panel to explore your projects, workbooks, and analytics for your practice. You can view each dashboard in a list or grid view. The dashboards to explore include:
- Explore
- Owner
- Project
Explore Dashboards
Grid View
List View
| Key | Name | Definition |
| 1 | Top Level Projects | Search using the Top-Level Projects drop-down menu. Select from All Projects, All Workbooks, to All Data Roles using the drop-down. |
| 2 | New | Select the New drop-down to choose a Project or Workbook |
| 3 | Select All | Select the New drop-down to choose a Project or Workbook |
| 4 | Sort by Name | Select the drop-down to sort by Name (A-Z), Projects, Workbooks, and more. |
| 5 | Sort by View | Select Grid View or List View using the View icon. |
| 6 | Sort by Filter | Select the filter icon to filter by Owner, Modified on/after, and more. The Owner must exist. Click on the arrow next to the filter selection to use the calendar. |
| 7 | Type | The heading for Type describes the type of project. |
| 8 | Name | Search for the project Name. Configure your list in ascending or descending order using the arrow to the right of the Name header. Click on the start icon to mark it as your favorite. |
| 9 | Actions | Select the three (3) ellipses under Actions to use the drop-down menu to manage Actions to Share, Rename, Move, Permissions, and more. |
| 10 | Projects | Select the arrow to the left of the Projects heading to list your project in ascending or descending order. The number below is the number of projects. |
| 11 | Workbooks | Select the arrow to the left of Workbooks to list them in ascending or descending order. The number below is the number of workbooks. |
| 12 | Views | Select the arrow to the left of Views to list them in ascending or descending order. The number below the Views heading is the number of views. |
| 13 | Data Sources | Select the arrow to the left of Data Sources to list them in ascending or descending order. The number below is the number of data sources. |
| 14 | Owner | The names of the owners will appear below the Owner heading. Click on the owner's name to view their dashboard. See below. |
| 15 | Created | Under the Created heading are the dates your projects were created. |
Owner Dashboard
Project Dashboard
Click on the project name from the Analytics Portal dashboard to open a project dashboard.
Grid View
List View
| Key | Name | Definition |
| 1 | <Project Name> | Name of Project and Owner's name. |
| 2 | Favorites | Click on the start icon to make this project one of your favorites. |
| 3 | Project Details | Select the Project Details icon to open a dialog to view project information |
| 4 | Ellipsis | Select the three dots (... ellipses) to Share, Rename, and more. |
| 5 | Search | Enter the name of your project in the Search field to search. |
| 6 | Help | Type a keyword in the Search Help field for Server Help, Support, and more. |
| 7 | Alerts | Select the Alerts icon to check your alerts. |
| 8 | Profile | Select the colored profile circle to manage My Content, My Account Settings. |
| 9 | New | Select the New drop-down to create a new Project or Workbook |
| 10 | Select All | Select all projects under Name by clicking on the Select All button. When selected, a Clear All button and an Action drop-down menu will be activated for you to Share, Move, Rename, and more. |
| 11 | Content Type | Select All or put a check in the box in front of the content type from the Content Type drop-down. |
| 12 | Sort by Type | Select the Type drop-down to sort by Name, Type, Owner, and Modified. |
| 13 | Sort by View | Select a Grid View or List View using the View icon. |
| 14 | Sort by Filter | Select the Filter icon to filter by Owner, Modified on/after, and more. The owner must exist. |
| 15 | Select Row | Click on the Select Row box to enable Actions for your workbook |
| 16 | Type | Type describes the type of workbook. |
| 17 | Name | Search for a Name. Configure your list in ascending or descending order using the arrow to the left of the Name header. Click on the star icon to mark it as a favorite. |
| 18 | Actions | Select the three (3) ellipses under the Actions heading to use the dropdown menu to Workbook, Share, Download, Tag, and more. |
| 19 | Owner | The names of owners appear below the heading Owner. Click on the owner's name to view their dashboard, as seen above. |
| 20 | Modified | The dates your workbooks were changed are listed under the Modified heading. Use the arrow to the right to configure your projects in ascending or descending order. |
Workbook Dashboard
Select a Projects Name from the Analytics Portal dashboard to open a Workbook dashboard. The options are:
- Views
- Data Sources
- Connected Metrics
- Subscriptions
Grid View
List View
| Key | Name | Definition |
| 1 | <Workbook Name> | Name of Project and Owner's name. |
| 2 | Favorites | Click on the start icon to make this project one of your favorites. |
| 3 | Workbook Details | Select the Project Details icon to open a dialog to view project information |
| 4 | Ellipsis | Select the three dots (... ellipses) to Share and Rename. |
| 5 | Views | Select Views to view workbooks. The number to the right is the number of workbooks. |
| 6 | Data Sources | Select Data Sources to view data sources for your workbook. The number to the right is the number of data sources. |
| 7 | Connected Metrics | Select My Connected Metrics to view metrics for your connection. The number to the right is the number of connected metrics. |
| 8 | Subscriptions | Select Subscriptions to view users subscribed to this network. The number to the right is the number of subscriptions. |
| 9 | Sort by Workbook | Sort by Workbook sheet |
| 10 | Sort by View | Select a Grid View or List View using the View icon.
|
| 11 | Select Row | Click on the Select Row box to enable Actions for your workbook |
| 12 | Favorites | Click on the start icon to make this project one of your favorites. |
| 13 | Type | Type describes the type of workbook. |
| 14 | Name | List the Name of your workbook. |
| 15 | Actions | Select the three (3) ellipses under the Actions heading to use the drop-down menu to Edit View, Share, and Tag. |
| 16 | Views | The number below the Views heading is the number of views for your workbook. Use the arrow to the right to configure your view in ascending or descending order. |
| 17 | Sheets | Sheets are the number of sheets used in your workbook. Use the arrow to the right to configure your view in ascending or descending order. |
Views
Select the Views header to view a list of items. In the example below, there are 5 Views.
Data Sources
Select to view the data sources used for your workbook and projects. In the example below, there is one Data Source.
Connected Metrics
Configure various metrics for your item. In the example below, there are 0 Metrics.
Subscriptions
Configure Analytics to receive subscriptions. In the example below, there are 0 subscriptions.
Filters
Navigate using interactive and dynamic data portal charts, filters, and metrics using filters to drill down into specific metrics, such as:
Care location type summary box |
Sessions
View your workbook's data sources.
Worksheet Dashboard
Click on the Name of a Workbook dashboard to open a Worksheet dashboard. In the example below, the worksheet Program Overview is open. The options are:
- Toolbar
- View Device Layout Ask Data
- Custom Views Alerts
- Share View Worksheet
Tool Bar
| Key | Name | Description |
| 1 | <Sheet Name> and Favorite | Name of Sheet and Favorite status. |
| 2 | View Device Layout | Select View Device Layout to configure your view on the Desktop, iPad, or iPhone. |
| 3 | View Data Source | Select the View Data Source to view the data sources for this workbook. |
| 4 | Search | Select the search icon to search for this worksheet. Enter text in the Search box. |
| 5 | Search Favorites | Click Select Favorites to view favorites |
| 6 | Help | Type a keyword in the Search Help field for Server Help, Support, and more. |
| 7 | Alerts | Select the Alerts icon to check your alerts. |
| 8 | Profile | Select the colored profile circle to manage My Content, My Account Settings, and more |
| 9 | Controls | Controls for XX |
| 10 | Ask Data | Select Ask Data to query information from your workbook data. |
| 11 | View Original | Select the View Original icon to configure and save custom views. |
| 12 | Alerts | Select Alerts to view and configure your alerts. |
| 13 | Edit | Editing is not available to users currently. |
| 14 | Share | Select Share View to share your view with others. |
| 15 | Download | Select the Download icon and the format from the dropdown menu. |
| 16 | Comments | Select the Comments icon to view, edit, and add comments. |
| 17 | Full Screen | Select Full Screen to view your screen in full view, without the toolbar and any footers. |
Ask Data
The list of data session categories is on the left. This left panel scrolls.
Use your mouse to scroll through the categories. A dialog for each category will appear as you scroll through the list and hover over a category.
Custom Views
Select the View Original icon to open a dialog to configure custom views.
Alerts
View and customize your Alerts using the Alert icon on the toolbar.
Share View
Select the Share icon on the toolbar to share your views with others.
Worksheet
| Key | Name | Description |
| 1 | Worksheets | Select one of your worksheets from the list located on the tab. |
| 2 | <Worksheet Name> | Name of worksheet and Program Types below. |
| 3 | Session Date | The Session Date and the date range for the data. |
| 4 | Device Owner | Select a Device Owner using the drop-down menu. Choose by selecting the box to the left of the element. |
| 5 | Building Owner | Select All, one or multiple Building Owner(s) from the drop-down menu to configure the locations for your worksheet. Choose by selecting the box to the left of the element. |
| 6 | Service Provider | Select All, one or multiple Service Provider(s) from the drop-down menu to select a service provider for your worksheet. Choose by selecting the box to the left of the element. |
| 7 | Program Owner | Select All, one or multiple Program Owner(s) from the drop-down menu to select a program owner for your worksheet. Choose by selecting the box to the left of the element. |
| 8 | Program Type | Select All, one, or multiple Program Type(s) from the drop-down menu to select a program type for your worksheet. Choose by selecting the box to the left of the element. |
| 9 | Device Family | Select All, one, or multiple Device Family(s) from the drop-down menu to select a device family for your worksheet. Choose by selecting the box to the left of the element. |
| 10 | User Specialty | Select All, one, or multiple User Specialty(s) from the drop-down menu to select a user specialty for your worksheet. Choose by selecting the box to the left of the element. |
| 11 | Care Location Type | Select All, one, or multiple Care Location Type(s) from the drop-down menu to select a Care Location type for your worksheet. Choose by selecting the box to the left of the element. |
| 12 | <Worksheet information bar> | View the number(s) of Program Types, Sessions, Users, User Specialties, Devices, and Buildings. The number of each is listed below its respective heading. |
| 13 | <Graph> | The center of the worksheet screen has a graph: Number of Sessions by Program Type vs. Quarter of Session Time. |
Favorites
Select your favorite workbooks and projects by selecting the star icon from the left navigation panel.
- Select the star icon next to Type within the dashboard to activate it as a favorite.
- Check the box next to a workbook or project to enable the Actions dropdown.
3. Select the type of content using the Content Type drop-down.
4. Customize your favorites by Name, Type, When Modified, Date Added, and Custom.
5. From Actions (...); Edit, Share, Tag, Set Permissions, Who Has Seen This View or Delete.
Recents
Easily access your recent work to act, or view a Workbook, last accessed at information, and Project and Owner information by selecting Recents from the left navigation panel. Check the box next to a workbook or project to enable the Actions drop-down menu.
Get the Last Accessed
Shared with me
Recommendations
Teladoc Health provides recommendations for various templates to make your practice productive with analytical insights.
Use the Recommendation Type Show All drop-down menu for recommendations.
Analytics Dashboards
The Analytics Portal has many easy-to-use dashboards for analysis focused on administration, program management, reliability, appointment overview, and virtual observations.
What’s New in the Analytics Module
The Analytics Module was improved with new Virtual Sitter Workbook dashboards, summaries, visualizations, filters, and data fields.
Virtual Sitter Workbooks
General Updates:
- Dashboards have the current Teladoc Health design color palette and fonts.
- We renamed the “Care Location/Device” label to “Device Name.”
- We added new filters for “Labels” (e.g., region, campus), Care Unit, Patient Preferred Language, Reason for Monitoring, and Pre-recorded Commands.
- We added the Last Data Refresh Date/Time indicator in the lower, right corner of each dashboard.
- We improved visualizations and summary bars.
- We changed the default date range to the past 30 days.
Sessions Workbook key improvements:
Patient Monitoring
The patient monitoring dashboard records the aggregate number of hours patients are observed by a virtual sitter and presents data about the average daily device utilization. Additionally, it indicates the extent of patient coverage achieved by assisting administrators with capacity management. The report further functions as documentation of safety protocols for audits, enables benchmarking across facilities, and supports proposals for expanding the virtual sitter program.
Device Utilization
The device utilization dashboard tracks daily device usage for monitoring, offering clearer insights into device activity patterns. It identifies active devices and counts, supporting efficient deployment across units, and connects utilization with costs to inform investment or reallocation. The data helps demonstrate patient monitoring for audits and accreditation. Daily calculations now use a more accurate, validated data source.
Patient to Sitter Ratio
The patient-to-sitter ratio dashboard shows the number of patients for each sitter monitor over a specific period. This tool helps administrators make smarter staffing choices by revealing potential cost savings when more patients are monitored per sitter, compared to traditional one-to-one assignments. It also offers insight into how different ratios may affect response times or adverse events, making sure standards of care remain high.
Interventions Workbook key improvements:
General Updates:
- We applied the current Teladoc Health design color palette and fonts.
- We renamed the “Care Location/Device” label to “Device Name.”
- We added new filters for “Labels” (e.g., region, campus), Care Unit, Patient Preferred Language, Reason for Monitoring, and Pre-recorded Commands.
- We added the Last Data Refresh Date/Time indicator in the lower, right corner of each dashboard.
- We improved visualizations and summary bars.
- We changed the default date range to the past 30 days.
- We added a by-sitter filter as the last filter on all tabs/sheets (Alarms, Interventions, Pre-recorded Commands) to enable more granular data analysis.
- We added visualizations by location (hospital geo-location/device name) to allow users to see alarm trends and response times by site.
- We moved total counts to the end of bars and maintained color/hover drill-down capabilities.
- We addressed font size and filter width for better readability and usability.
Alarms
The alarms dashboard summarizes alarms that have been triggered. The information generated from these alarms is highly valuable to administrators, as it offers insights into both patient safety incidents and operational efficiency. Analyzing alarms by time of day can help identify periods when risks may be elevated. The report also provides comparative data across different hospitals within the system and among sitters, potentially revealing training needs at specific locations. Additionally, connecting monitoring reasons with alarm activity can give hospitals a better understanding of which types of patients generate the highest or lowest numbers of alarms.
Interventions
The interventions dashboard records documented events, guiding the prioritization of prevention efforts, staff education, and changes to the environment. The data also reveals which preventive measures best reduce harm. Additionally, it pinpoints "hot spots" where high-risk patients or settings require more resources or specific policy updates. Administrators can use this information to better understand staff interactions with patients.
Pre-recorded Commands
The pre-recorded commands dashboard tracks automated audio prompts triggered by virtual sitters to influence patient behavior, improving response times and safety without live interaction, and helps administrators identify common risks, language needs, and high-risk locations requiring more interventions.
Administrative Management
The administrative management dashboards allow stakeholders to plan and oversee overarching business decisions toward the success of their telehealth program. Stakeholders may view monthly, quarterly, and annual trends around the number of virtual consults, device usage, and staffing.
The following dashboards are available in Administrative Management:
- Program Overview
- Daily Activity
- Devices
- Users
- Care Locations
Program Management
The program management dashboard is used by program managers, clinical coordinators, and schedulers to drill down to a per-session level. This dashboard allows for a more granular approach to allow users to view their virtual consults, care locations, and more by standard KPIs, such as the number of virtual consults or average virtual consult length. The Program Management dashboard provides tools for users who want to continuously improve the efficacy of their telehealth program. It allows users to see what their average session length is per service line to locate spot outliers and/or new patterns. As an example, if a typical stroke call is 9 minutes, yet a stroke session takes 35 minutes, the program manager could drill down into the 35-minute outlier to discover who the physician was, etc., to form a hypothesis as to why it took significantly longer than normal.
The following dashboards are available in Program Management:
- Program Management
- Care Locations
- User Specialty
- Users
- Programs
- Program Type
Reliability
The reliability dashboard is used by program, technical, and operations managers to verify that their fleet of devices is “healthy.” The Program Management dashboard allows users to see what their average session length is per service line to locate and spot outliers and/or new patterns.
For example, a user can instantly see that all devices are up and running smoothly. If one goes down, they can open a ticket with our Technical Assistance Center and track the case to ensure that the problem has been resolved.
This dashboard gives users the ability to perform the functions described below:
- View results for both the program and users.
- Validate that their devices are running in the correct departments.
- Validate that their devices are operating with high uptime percentages.
- Track open cases.
- Analyze survey ratings.
Appointment Overview
The appointment overview dashboard serves multi-level executives, directors, and program managers by providing comprehensive tracking of virtual consultations conducted via Teladoc Health's Solo Application. This tool enables stakeholders to assess the status of consultations—such as completed, incomplete, or left without being seen—and to identify participating physicians.
Designed with a hybrid approach to support both Administrative and Program Management objectives, the Analytics dashboard allows users to access high-level metrics while offering the flexibility to drill down into consult-specific analytics. Recent enhancements include:
- Incorporation of additional data elements related to Care Location fields.
- Resolution of NULL values in Care Location fields where valid source data is present.
The following fields are now populated whenever corresponding source data is available:
- Care Location ID
- Care Location Name
- Care Location Device Serial
- Communication Method
- Appointment CSN (FHIR-compliant)
- Async Appointment Status
The following dashboards are available in Appointment Overview:
- Appointment Status
- Duration Analysis
- Users
- Waiting Rooms
- Care Locations
AV Quality Survey
The AV quality survey dashboard allows customers to view their mandatory (thumbs up vs thumbs down) survey results to better understand what they are doing well and where they can improve. The following metrics are provided:
- Total survey count split up by Provider, Patient, and Guest
- Provider, Patient, and Guest Survey Results
- Top 5 Good vs Bad Provider Ratings
- Top 5 Good vs Bad Waiting Room Ratings
- Top 5 Audio and Video Quality Reasons
- Good vs Bad Calls Trended Monthly
- Raw Survey Results for Greater Analysis
Sharing and Saving
Download the raw data associated with a specific filtered view.
1. Image: Download an image of the view in PNG format.
2. Data: Open a new window and preview data in summary and full data view.
3. Crosstab: Crosstab downloads of the current view as .csv files.
4. PDF: Download a PDF of selected views.
5. PowerPoint: When you export a workbook to Microsoft PowerPoint format, selected sheets become static PNG images on separate slides. If you export a story sheet, all story points are exported as separate slides. Any filters currently applied in the Analytics Portal are reflected in the exported presentation.
The options are:
- View Original
- Alert
- Share
- Download
- Comment
View: Original
The Original tab allows you to save the current filtered view, so you can get to your starting point quickly. Save the current filtered view so you can revert to an exact view later.
- Open the View: Original tab
- Title your view in the text box
- Check off “Make it my default” to make this filtered view your landing page or “Make it public” to make this view public for all other teammates with access to the Portal.
- When finished, select Save
Alert
The Alert tab enables a condition and threshold for data that passes a set threshold, to be set and sent to users through email.
- Open the Alert tab
- Set the following commands:
- Condition: Set terms
- Threshold: The magnitude or intensity that must be exceeded for a certain reaction
- Subject: Name of your Alert
- Send Email: When the condition is true, determine how often you want to see the alert
- Recipients: Add recipients who need access and notifications.
Share
Share the dashboard with other users using embedded code or copy and paste a link into your personal web page, blogs, wiki pages, and other web applications. Once you select an option of either Embed Code or Link, select “Email” for a new email with a subject of the title of your dashboard and the link contained in the body of the email.
Download
Download the raw data associated with a specific filtered view.
1. Image: Download an image of the view in PNG format.
2. Data: Open a new window and preview data in summary and full data view.
3. Crosstab: Crosstab downloads of the current view as CSV files
4. PDF: Download a PDF of selected sheets
5. PowerPoint: When you export a workbook to Microsoft PowerPoint format, selected sheets become static PNG images on separate slides. If you export a story sheet, all the story points are exported as separate slides. Any filters currently applied in the Analytics Portal are reflected in the exported presentation.
Comment
Comment on the current filtered view so that other users can converse with you.
Automated Delivery Service
For customers who have their own analytics team and want raw data, the Teladoc Health Automated Delivery Service provides automated data sharing with secure file transfer protocol. If applicable, files will include Patient, Provider, and Binary Survey Data.
The daily CSV file includes raw data from the previous day. The data sets available are:
- Sessions
- Appointments
- AV Quality Survey
- Cases
- Provider Direct Calls
- Patient Survey
- Provider Survey
- Interpreter Sessions
- Report Generator (Intake, SN4, addendums, etc.)
- Waiting Room Members
Resources
Whether you are a novice or an advanced user, there are multiple ways to learn more about how to interact and utilize Tableau’s and Teladoc Health's Solo™ powerful features.
Tableau
Below are resources you can explore:
- Tableau Starter Kits: Practice authoring, interacting, publishing, and administering Tableau.
- Tableau Training: Training videos, live online training, classroom training, eLearning, whitepapers, and more.
- Tableau Public Resources: Explore and play with publicly available resources, including data sources.
- Tableau Gallery: Get inspired by featured data visualization examples.
- Tableau Events: Conferences, road shows, seminars, webinars, and more. Register for on-demand annual conference videos and materials.
- Tableau Support: Connect with support for specific questions or troubleshooting issues.
Analytics Glossary
The following terms are used in the document to describe the Analytics Module.
Terms for Sessions
| Field | Definition |
| Building Owner | A health care organization that owns the care location of the Teladoc Health device (Name of the Salesforce account that is linked) |
| Building Owner City | City in which health care organization owns the care location of the Teladoc Health device |
| Building Owner Country | Country in which health care organization owns the care location of the Teladoc Health device |
| Building Owner State | State in which health care organization owns the care location of the Teladoc Health device |
| Building Owner Street | A health care organization's ID that owns the care location of the Teladoc Health device |
| Building Owner Zip | Zip code of which health care organization owns the care location of the Teladoc Health device |
| Care Location | Specific location associated with a Teladoc Health device where care can occur (if there are products associated with one location; we count that location 3 times) |
| Care Location ID | ID of the location associated with an Teladoc Health device where care can occur (if there are products associated with one location; we count that location 3 times) |
| Care Location Type | Describes the setting in which the device operates |
| Device Family | Type of device |
| Device Model | Sub-type of device |
| Device Operating System | Operating system used by the device |
| Device Owner | Health care organization that owns the Teladoc Health device |
| Device Serial | Serial number of the device |
| Device Software Version | Version of software used by the device |
| Display Name | Name of user as it appears on Provider Access |
| Duration (minutes) | Duration of session in minutes |
| Duration (seconds) | Duration of session in seconds |
| First Name | First Name of User |
| Internet Connection Type | Wired, Wi-Fi, or Cellular |
| Last Name | Last Name of User |
| Monitoring Level | TAC (Technical Assistance Center) helps monitor the device (Monitor, Limited Monitoring, Corporate Monitoring, Not Monitor) |
| Multipresence | One provider access software user connecting to multiple remote presence devices |
| Field | Definition |
| Network Connection Type | Type of network connection used by the device |
| Program | Clinical category that a session was conducted for (Access Group) |
| Program Owner | The owner of clinical category for a session was conducted for |
| Program Owner ID | ID of owner of clinical category that a session was conducted for |
| Program Type | Type of clinical category that a session was conducted for |
| Provider Access Software Device Type | Software device type a provider (usually a physician) uses to access a remote presence device. |
| Provider Access Software Operating System | Software operating system a provider (usually a physician) uses to access a remote presence device. |
| Provider Access Software Version | Software version a provider (usually a physician) uses to access a remote presence device. |
| Salesforce Region | Potential sales opportunities for various customers |
| Service Provider | Care provider |
| Service Provider ID | ID of care provider |
| Session Health | Initially defined as 100, decreases as audio loss and ping average increases |
| Session ID | ID of a session |
| Session Time | Time of session |
| Session Time (UTC) | Time of the session (Coordinated Universal Time) |
| TIC Robot | A session from any user to a TIC location that is 1 minute in length or longer (Robot_IsDemo = 1) |
| User Group | Grouping of users |
| User ID | Unique identifier for the user |
| User Specialty | The user-selected area of medical expertise (for reference purposes only) |
| Username | Login used by person with access to the Teladoc Health network |
Terms for Virtual Sitter Sessions
| Field | Definition |
| Attendee Duration | The length the sitter or patient participated in the conference call is represented in seconds |
| Attendee ID | Unique identifier of the sitter or patient |
| Attendee Joined Time | Date and time when the sitter or patient joined the conference call (time zone is based on the practice settings) |
| Care Unit | Indicates the hospital unit or department where the patient is located, such as ICU, medical-surgical, or rehabilitation. The clients add the care units based on an association with a device. |
| Conference ID | Unique identifier of the conference call |
| Device Model | Model name of the device |
| Device Name | This is the name you choose for your device, so you can easily find and recognize it in the application and analytics portal. |
| Device Serial | Serial number of the device |
| First Name | First name of the virtual sitter |
| Labels | Custom tags are applied to devices (e.g., region, campus, or division). Labels help you group and view session or intervention activities based on organizational categories, making it easier to analyze trends across specific areas. |
| Last Name | Last name of the virtual sitter |
| Location | Name of the facility where the device is located |
| Practice | Name of the practice |
| Reasons for Monitoring | Explains why the patient is monitored during the virtual sitter session. Common reasons include safety concerns, fall prevention, or behavioral observation. |
| Sitter Or Patient | Indicates whether the attendee is a sitter or a patient |
| Username | Solo username of the virtual sitter |
Terms for Virtual Sitter Interventions
| Field | Definition |
| Care Unit | Indicates the hospital unit or department where the patient is located, such as ICU, medical-surgical, or rehabilitation. The clients add the care units based on an association with a device. |
| Conference ID | Unique identifier of the conference call |
| Device Model | Model name of the device |
| Device Name | This is the name you choose for your device, so you can easily find and recognize it in the application and analytics portal.
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| Device Serial | Serial number of the device |
| Intervention Type | Based on the actions taken by the virtual sitter. Examples include verbal redirection, alert escalation, or emergency response. This helps you analyze trends and outcomes for specific types of interventions. |
| Labels | Custom tags are applied to devices (e.g., region, campus, or division). Labels help you group and view session or intervention activities based on organizational categories, making it easier to analyze trends across specific areas. |
| Location | Name of the facility where the device is located |
| Reasons for Monitoring | Explains why the patient is monitored during the virtual sitter session. Common reasons include safety concerns, fall prevention, or behavioral observation. |
| Patient Attendee ID | Unique identifier of the patient |
| Patient Duration | Length the patient participated in the conference call represented in seconds |
| Patient Joined Time | Date and time when the patient joined the conference call (time zone is based on the practice settings) |
| Patient Preferred Language | Based on the language the patient prefers to communicate in. This helps ensure care is delivered in the patient’s chosen language, improving comfort and understanding. |
| Practice | Name of the practice |
| Sitter Attendee ID | Unique identifier of the sitter |
| Sitter Duration | Length the sitter participated in the conference call represented in seconds |
| Sitter Joined Time | Date and time when the sitter joined the conference call (time zone is based on the practice settings) |
| Sitter Name | First and last name of the sitter |
Terms for Device Time
| Field | Definition |
| Asset Product Specialist | Caretaker of robot in terms of general oversight and technical development |
| Building Owner Account ID | Unique identifier of a health care organization that owns the care location of the Teladoc Health device (Name of the Salesforce account that is linked) |
| Teladoc | Name of a health care organization that owns the care location of the Teladoc Health device (Name of the Salesforce account that's linked) |
| Care Location | Specific location of a Teladoc Health device, within a Care Network |
| Care Location ID | Specific location ID of a Teladoc Health device, within a Care Network |
| Field | Definition |
| Device Family | Type of Device |
| Device Model | Sub-type of device |
| Device Owner Account ID | Unique identifier of a health care organization that owns the Teladoc Health device (Name of the Salesforce account that is linked) |
| Device Owner Name | Name of the health care organization that owns the device at the care location |
| Device Owner Product Specialist | Product specialist of the health care organization that owns the device at the care location |
| FMS Product Specialist Current | Fleet Management Service Current Program Types, Location Types, and User Specialties |
| FMS Product Specialist Historical | Fleet Management Service Past Program Types, Location Types, and User Specialties |
| Monitoring Level | TAC (Technical Assistance Center) helps monitor the device (Monitor, Limited Monitoring, Corporate Monitoring, Not Monitor) |
| Serial Number | The unique number given to a device |
| Uptime Date | The date on which the robot is available for a session |
| Uptime Day | The day on which robot is available for a session |
| Uptime in Hours | The hours in which the robot is available for a session |
| Uptime in Percent | The percentage of time that a robot is available for a session |
| Uptime in Seconds | The seconds in which the robot is available for a session |
| Uptime Month | The month in which the robot is available for a session |
| Uptime Quarter | Quarter in which the robot is available for a session |
| Uptime Weekday | The weekday on which the robot is available for a session |
| Uptime Year | The year in which the robot is available for a session |
Terms for Cases
| Field | Definition |
| Account ID | Unique alphanumeric identifier for an account (Name of the Salesforce account that is linked) |
| Account Name | Name of account (Name of the Salesforce account that is linked) |
| Age Days | Number of days the cases have been open |
| Building Owner | An organization that owns the facility where the device is located |
| Building Owner ID | Unique alphanumeric identifier of a health care organization that owns the care location of the Teladoc Health device (Name of the Salesforce account that is linked) |
| Case Number | Case number of the uptime failure |
| Closed Date | Date and time the case was closed |
| Corrective Action | Action was taken by Teladoc Health to resolve the uptime failure |
| Created by ID | Unique alphanumeric identifier of the individual who created the case |
| Created Date | Date and time the case was created |
| Customer Demo | An indicator of whether the demo was conducted by a customer |
| Customer Involved | An indicator of whether the customer who experienced the issue was involved |
| Date Time Resolved | Date and time that the issue was resolved |
| Description | The reason the case was reported |
| Device Owner | Owner of the device that experienced uptime failure |
| Device Owner ID | Unique alphanumeric identifier of the owner of the device that experienced technical difficulties |
| Failure Sub Types | Sub type for uptime failure |
| Failure Types | Reason for the uptime failure |
| Is Closed | An indicator determining whether the case is closed |
| Last Modified by ID | Unique identifier of the individual that last modified the case |
| Last Modified by Date | Date and time of last modification to the case |
| Location ID | Unique identification of the location |
| Origin | The root of the uptime failure |
| Out of Box Failure | An indicator of whether the product failed upon first use |
| Owner ID | Unique alphanumeric identifier created for the owner of the case |
| Owner Name | Name of the owner who opened the case |
| Preventative Action | What can be done in the future to prevent this failure |
| Priority | Fact or condition of being regarded or treated as more important. |
| Proactive or Responsive | The type of preventative or responsive action taken by the Teladoc Health team |
| Product Specialist | Individuals who control a set of assets (devices) |
| Product Sub-Types | Type of Device Model |
| Product Types | Type of Device Family |
| Reportable Event | An indicator of whether the event was reportable |
| Reported By | The individual who reported the case |
| Resolution | Statement of how the case was solved |
| Robot Software Revision | The type of software robot has been revised on |
| Root Cause | The main problem of uptime failure |
| Serial Number | A number showing the position of a device in a series |
| Service Provider | An organization that employs the user |
| Service Provider ID | Unique identifier of an organization that employs the user |
| Service Type | Type of service used to resolve the case |
| State Province | State and province of the case |
| Status | An indicator of whether the case is still open or closed |
| Subject | Summary stating why the case was opened |
| Sure PACS | Unique identifier used to determine the type of SurePACS |
| Username | Login used by a person with access to the Teladoc Health network |
Terms for Appointments
| Field | Definition |
| Appointment External ID | Unique identifier that links an organization to the connected EMR |
| Appointment Fee | Amount charged for the visit |
| Appointment ID | Unique identifier created once an interaction between a patient and healthcare provider(s) takes place |
| Appointment Reason | Diagnosis describing the patient's stated reason for seeking medical care |
| Appointment Status | Official classification given to the standing of the visit |
| Appointment Created By | The entity that created the appointment |
| Appointment Created Time UTC | Time and date of when the appointment was created |
| Appointment Duration | Total time of the appointment in seconds |
| Appointment End Time UTC | Time and date of when the appointment ended |
| Appointment Number | Unique Identifier for an appointment |
| Appointment Start Time UTC | Time and date of when the appointment started |
| Appointment Time UTC | Time and date of the appointment |
| Care Location Name | Specific location associated with an Teladoc Health device |
| Department ID | Unique identifier for a department |
| Department Name | Name of the department |
| Has Multiple Practitioners | An indicator determining whether the organization has enabled multiple practitioners on a call |
| Has Patient on Videocall | An indicator showing whether an organization had a patient on a video call, and an attempt was made. |
| Has Patient Notifications | An indicator determining whether the organization has enabled patient notifications |
| Is Group Appointment | An indicator determining whether the organization has enabled group appointments |
| Is Scheduled Appointment | Indicator determining whether the organization has enabled scheduled appointments |
| Organization ID | Unique identifier for an organization |
| Organization Name | Name of the organization |
| Patient Last Response Time UTC | Time and date of when a patient last responded |
| Patient Online Check-in Status | Status stating whether a patient has completed their online check-in status |
| Payment Amount | Total amount paid for the visit |
| Payment ID | Unique identifier for a monetary transaction for one or more services |
| Payment Status | The classification provided for the standing of the payment |
| Payment Time ET | Time and date in the Eastern Time Zone of when the payment occurred |
| Practice ID | Unique identifier of the practice |
| Practice Name | Name of a grouping of Users, Locations, and Patients |
| Practitioners by Name | Name of provider(s) that were on the call |
| Practitioners by Email | Provider(s) that conducted the call |
| Scheduled Duration | Time in seconds of how long an appointment was scheduled |
| Service | Standard healthcare category of services that are provided by an organization at a location |
| Service Line | Standard healthcare sub-category of services that are provided by an organization at a location |
| TokBox Session ID | Unique identifier of the session |
| Video call ID | Unique identifier of the call |
| Video call Duration | Total time of the video call |
| Video call End Time UTC | Time and date of when the video call ended |
| Video call Start Time UTC | Time and date of when the video call started |
| Wait Duration | Total time of the waiting period in seconds; Wait End minus Wait Start |
| Wait End Time UTC | Time and date of when the patient ended waiting |
| Wait Start Time UTC | Time and date of when the patient started waiting |
| Waiting Room ID | Unique identifier for waiting room |
| Waiting Room Name | A virtual container where patients wait before an appointment or session. |
P/N PL016270.A