One of the most important steps to consider after you have launched your program is to understand how it is performing. There are two main ways to get a better idea of the status of your program:

1. Through your Reports section: check out our article here on how to view and customize your own reporting!

2. In the Monitor Health tab of your program: this is the section that we will focus on here.

Accessing Monitor Health:

Finding your monitor health section is easy. You can access it from your Program Home page by clicking 'Monitor Health' or by going to Matching then Selecting the Match Type you want to view match health for > Match Health.

Health Metrics:

Once you are on the Monitor Health page, you will see 4 pages:

• Dashboard
  • Sessions Completed
  • Sessions Upcoming
  • Email Delivery Analytics
  • Matching Health Score
    • Active Matches
    • On Track 
    • Needs Check-in
    • Too Early to Tell
• Sessions
• Matches

  • Criteria for Needs Check-in

  • Changing Health Status

  • Checking in on Your Matches

  • Manage Matches

• Session Feedback

We will break down each of these individually below:

Dashboard

• Sessions Completed: This metric provides you with a total count of the number of sessions that your users have completed. Each time users meet for a session and it was scheduled or marked as done in Together, this value increases. 

• Sessions Upcoming: This metric provides you with a total count of the number of sessions your users have booked in Together but have not yet attended/completed. These sessions are a representation of all future sessions planned for your matches. This value will go up and down depending on new sessions booked, and booked sessions that have since been completed.

• Email Delivery Analytics: Here we show you a table that outlines some of the important session-related emails that have been sent to your users, along with delivery metrics such as how many may have failed to be delivered, how many users opened them, as well as when the most recent email has been sent.

• Matching Health Score: Here you can see a breakdown of your current matches by their health status. For a list of matches across each category, simply click on the arrow or surrounding box:

Matches and Matching Health Score Table:

Once you select one of these options, you will be taken to a table with more details about each of the relevant matches:

 📌 Note: You can also access this section by heading into Monitor Health > Matches.

Sometimes though matches will need to be examined a bit further, these matches will be placed in the Needs Check-in tab. In my case, ten of my matches are considered Needs Check-in since they don't have any upcoming sessions scheduled. 

 📌  Note: Matches can be placed in this tab for a number of various reasons, which include not booking a session in a while, having low session feedback scores or indicating poor matching fit.

Criteria for Needs Check-in:

Matches can be flagged as "Needs Check-In" for various reasons:

• Haven't booked in over X days: Match has not booked a session for X days. This value is based on the Session Frequency for your program.
• Submitted low feedback score: If a user in the matching submits feedback less than or equal to 2
• Indicated poor fit: If a user in the matching answered their post-session feedback question indicating that the matching is a poor fit

 📌 TIP: To add "Reason" in your data table, clip on the columns symbol between the search and export buttons.

Matches that have completed more than three sessions will never be flagged as 'Needs Check-In' based on their booking activity. Once a pairing has completed three sessions successfully, it is considered healthy, even if there is a prolonged period of inactivity afterward.

 📌 TIP: Group users by "Reason" and send them an outreach. We recommend tailoring your outreach based on the reason (e.g., who hasn't met at all vs low feedback score). From there, you can create templated outreach communications accordingly.

For new matches where we might not have enough data to decide yet, they will be placed in the Too Early to Tell tab until they can be sorted into On Track or Needs Check-in:

Changing Health Status:

The health status of a match is helpful for monitoring your matches. Admins, upon hearing reasons like vacations or off-platform bookings, may want to update the status to "On Track." As an admin, you have the flexibility to adjust a match's status among "On Track," "Too Early to Tell," or "Needs Check-in," with each change logged in the match's activity tab.

To adjust a match's status, navigate to any of the Match Health tabs and click "Change Health Status" in the Action column. From there, select the desired status from the dropdown menu. If needed, you can make this status permanent. Ensure to click "Update Match" to save your adjustments:

For bulk adjustments, select the matches you wish to update and use the 'Perform Bulk Action on Selected' menu. Choose 'Change Health Status,' select the new status, and, if necessary, set it as permanent. Confirm your changes by clicking "Update Match": 

To review the updates you've made, go to the match's activity tab. Click on a user within the match and select "Activity as Mentor/Mentee" to see their role-specific activities:

Checking in on Your Matches:

If you notice any of your matches noted as needing a check-in, there are a few good ways to take action on them:

1. End the match and leave a note for the users, and decide whether you would like to disqualify the matching between the two in the future:

• To do so, select the matching you would like to end, scroll to the end of the table, click the option icon and then Stop Matching. You will then see a modal pop-up where you can enter a note, decide to disqualify the matching or not, choose whether to notify the users and then end the matching:

2. Email your users to follow up on what might be going wrong or preventing them from having a successful matching:

• To email these users, select the matching from the table, click Send Emails > Draft Custom Email
• Learn more about about Sending Custom Emails
• Now you will be presented with our email editor. Here you can tailor your email however you would like and send yourself a test email to confirm how it will look. Once you're ready to send it out, click Preview, and then Send:

📌 Note: You can choose All Selected Matches, Mentors Only or Mentees Only when sending custom emails to matches that needs a check in. Use the Send Custom Email dropdown to make yo

3. Check in with users who have submitted Low Feedback Scores. When selecting "Follow-up" in the Alert bar, a pop up will open to give you the option to select a custom email template or create a new one. The email default from the "Follow-up" button will only send to the users who submitted the low feedback in the pairing.

📌 Note: When emails are being sent from the "Follow-up" button in the alert in other Needs Check In tables, the emails will default to send to both users in the match.

Manage Matches:

You may also see the record of Past Matches by clicking on that tab near the bottom, here you will see a few key details about them:

• The users in the matching
• When it started
• When it ended
• How long it lasted
• The reason the match ended

 📌 Note: As an admin, you can re-active matches from the Past Matches table, as long as they are eligible to match (not disqualified/banned, eligible, etc). To do so click on the 3 action dots > Re-activate Match. This does not assign any new sessions, just reverts the match to how it was before it ended, if matches ended in error.

At the very bottom of the page, we have the Unsuccessful Matches tab. Here you will be able to see two different views of unsuccessful matches, those that were declined for whatever reason, as well as those that have been disqualified from future matches (i.e. a user selected to not be matched with another user in the future):

Sessions

In the Sessions section, you have the ability to track the progress of your participants by viewing the number of sessions that have been completed or booked. For a more detailed analysis, you can also access Mentee Scores and Mentor Scores by selecting the respective tabs located at the top of this page. This feature is especially useful for admins to monitor and evaluate the effectiveness of each match over time, ensuring that the mentoring program is meeting its intended goals.

Session Feedback

One of the first things you will notice on this page is 6 default surveys. These surveys are for each of the default sessions that came included when you created your program. They are used for collecting feedback after each session in a match. Note that these feedback surveys are included by default and cannot be deleted. Here, you can click on each individual session survey to see the questions that are currently in place. Additionally, you have the option to add more questions to the surveys and view the results for each:

For further guidance on customizing these surveys or analyzing the feedback you receive, you might find the articles How to Build Your Survey and How to Review Your Survey Results particularly helpful. These resources are designed to enhance your ability to gather valuable insights from participants, ultimately helping to improve the effectiveness of your sessions.

Have more questions? Submit a request here and let us know how we can help!