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Reporting Dashboards: Messaging Channels and Fragments
Reporting Dashboards: Messaging Channels and Fragments

Find out how to use your reporting dashboards to gain insights into the most popular channels for your messages and their related fragments.

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Written by Kei
Updated this week

If you're unable to see the new reporting dashboards, please reach out to the support team to enable this for you via the green message bubble in the bottom right-hand corner of this page. 👉

Using your messaging channels and fragments dashboard 🔎

There are four different dashboards that give you an insight into the different channels and fragment usage.

Refresh schedule: The reports are updated daily at 7am - the data from the previous day is pulled into the report at that time.

Overview 🗺️

This page is designed to give a high-level view of message usage & fragment usage by your organisation.

Please note: The data from our screenshots is taken from our test environment and doesn't represent real-time data.

You can use this page to look at the high-level figures presented in this report. This page serves as an introduction to fragment usage reporting, capturing:

  • Total fragment volumes & message volumes

  • Message channels and their volumes:

    • NHS App (currently only supports Batch Messaging and Appointment Reminders)

    • SMS

    • Email

  • The overall trend by month

  • Per 1000 patients benchmark

    • Each practice has a different patient list size, comparing messages sent and fragments sent per 1000 patients allows you to benchmark your usage at national and regional levels to see whether you are sending more or less than other organisations.

Message Usage 📩

This section is designed to show you a detailed breakdown of your organisation's monthly message usage by product.

Please note: The data from our screenshots is taken from our test environment and doesn't represent real-time data.

Monthly message usage by product graph

This graph shows the message usage split by product month-on-month, products included:

  • Appointment Reminders

  • Booking - Self-Book & Accubook

  • Online Consultation - Patient Triage

  • Questionnaire

  • Simple Message

  • Video Consult

Message Method (filter) Include:

  • Individual Messaging

  • Batch Messaging

Monthly message usage table

This table shows in detail the monthly message usage broken down by product, channel, average message length (fragment per message) and % of month calculations.

What does each column tell you?

  • Total Messages

    • The volume of messages sent, including SMS, email and NHS App.

    • Click on the '+' to expand for product-level detail.

  • % of Month (Messages)

    • When expanded to the product-level detail, this column shows the percentage of the product message volume in the month’s total message volume.

  • NHS App Messages

    • The volume of messages sent via the NHS App.

  • Email Messages

    • The volume of messages sent via email.

  • SMS Messages

    • The volume of messages sent via SMS (including NHS App fallbacks).

  • SMS Fragments *(Fragments only, therefore not including email messages or NHS App messages)

    • The volume of fragments sent.

  • % of Month (Fragments) *(Fragments only, therefore not including email messages or NHS App messages)

    • When expanded to the product-level detail, this column shows the percentage of the product fragments volume in the month’s total fragments volume.

  • Average Fragments per Message *(Fragments only, therefore not including email messages or NHS App messages)

    • The average number of fragments sent per message.

Fragment usage 🔎

This section is designed to show insight into fragment usage to understand the leading fragment costs in-depth by message length, message volume, product type and message method.

Please note: The data from our screenshots is taken from our test environment and doesn't represent real-time data.

Practice message length

This prompt shows your organisation's average number of fragments per message along with the national and regional averages for comparison so you can understand for benchmarking.

Practice message length by product

This visual shows you which products are using the most fragments per message, so you can identify potential cost savings, by reducing message length for the highest-cost products.

Fragment usage by message method

This visual shows the fragment usage split by message method to find the biggest fragment cost message method.

Monthly fragment usage by product

This visual shows the product fragment usage month-on-month so you can understand fragment usage patterns and trends over time. This graph only includes messages sent via SMS (including NHS App fallbacks).

Products include:

  • Appointment Reminder

  • Booking (Self-Book & Accubook)

  • Online Consultation

  • Questionnaire

  • Simple Message

  • Video Consult

NHS App 💙

This section is designed to show NHS App data and prompt practices to encourage patients to install the NHS App and turn their notifications on in order to reduce fragment usage.

Please note: The data from our screenshots is taken from our test environment and doesn't represent real-time data.

Patients NHS App download & notification status

This visual shows the breakdown of the percentage of patients’ NHS App download & notification status.

The 3 statuses are:

  • No NHS App installed

    • The patient does not have the NHS App installed.

  • NHS App installed, notifications off

    • The patient has the NHS App notifications turned off.

  • NHS App installed, notifications on

    • The patient has the NHS App notifications turned on but does not read the message within 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

Potential fragment savings

This visual shows the number of fragments that could have been saved if all patients messaged:

  • Had the NHS App installed.

  • Had the NHS App notifications turned on.

  • Read the message on the NHS App within 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

Fragment savings by product

This visual shows the number of fragments that were saved by sending the message via the NHS App.

Fragments are saved for messages sent to patients who have installed the app, have their notifications switched on and read the message within 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

Patient NHS App download & notification status by month

This visual shows the breakdown of your practice's patient list size into:

  • Those who do not have the NHS App

  • Those who have the app with notifications off

  • Those who have the app and notifications on.

Monthly volume of NHS App fallback fragments

This visual shows the monthly volume of NHS App fallback fragments split by reason. By hovering over the table, you'll be able to see:

  • Total

    • The total volume of SMS fallback fragments.

  • No NHS App installed

    • SMS fallback fragments that were sent to patients who don’t have the NHS App installed.

  • NHS App installed, notifications off

    • SMS fallback fragments that were sent to patients who do have the NHS App installed but notifications switched off.

  • NHS App installed, notifications on, not read in 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

    • SMS fallback fragments that were sent to patients who do have the NHS App installed with notifications switched on but did not read the message in 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

  • Other

    • SMS fallback fragments that were sent because the NHS App message attempted to be sent during out-of-hours times.

    • SMS fallback fragments that were sent because the NHS App returned an error.

How to access the fragments dashboard

  • Click on the initials on your Accurx toolbar

  • Select 'Manage Organisation'

  • Scroll down to the 'Reporting' section and select 'Fragments'

What are fragments?

When an SMS is sent via Accurx, although it appears as 1 message to the user and the patient, it is split into chunks of around 160 characters, each chunk is called a fragment.

👉 This article helps explain fragments in more detail 👈

The three methods that incur fragment costs are:

  • Individual SMS messaging

  • Batch SMS messaging

  • NHS App Fallback - fallback messages are sent when:

    • Patients don’t have the NHS App installed

    • Patients have the NHS App installed but notifications are switched off

    • Patients have the NHS App and notifications switched on but don’t read the message within 24 hours (3 hours for the Blood pressure 4-day, 7-day home monitoring questionnaires and 1-day Appointment Reminders).

If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. 👉

Related Articles
Account Data & Reporting Dashboard
Batch Messaging: How to use guide
SMS costs: What is a fragment?
SMS costs: Fragment Resource Centre
Batch Messaging: How to use Batch Messaging with the NHS app
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