...
Those queued messages are accessible by the Way to Health Team. If you wish to receive an Excel file for your project, please place a service request via our Help Desk. The volume of inbound messages during this window of time was very low.
Incoming data (Fitbit, Withings, Hidrate Spark
...
)
Data feeds for these devices were queued by the vendor during the offline window and sent to Way to Health when internet access was restored. You can view this in Manage Data and filter on a Time Stamp date timestamp of 1/3/2020 (previous day’s data), sorting by “Received in WTH” date/time to get a full history of incoming data.
...
Outbound SMS messages were queued by Way to Health during the offline window. When internet access was restored, the platform attempted to send out the entire queue of messages. Because of the large volume across the platform, some messages that originally failed were sent, while others remained in a failed state. To view a list of all failed messages for your study or clinical program, got to Manage Participants > Text Messages. Filter by timestamp between 1/4/2020 121:00am and 1/4/2020 10:30am, and by status of “Failed”. You can also export a full list of text messages from Reports and find the Text Messages export under General Category.
...
Because the evaluation time point for most daily device data (e.g. steps, fluid intake) occurs during the overnight hours, it is very possible that participants received late incorrect messaging on January 4th regarding their progress in the study or program from the previous day (January 3rd). For example, an 8am morning message about reaching a goal may have evaluated the participant as non-compliant ,or not reaching their goal, simply because the data didn’t come through until the next morning when Way to Health came back online. The system had already evaluated and the message was queued for delivery prior to the new device data coming in after 10:30am that morning.
Most study and clinical teams have standard processes for manually adjusting data as needed (e.g. adjusting points, levels, financial incentives). You should continue to follow these processes. If you need assistance, please place a service request via our Help Desk.
Lessons learned and next steps
...