Applied Epic Dashboards: Account Manager/Servicing Rep and Department Manager

January 14, 2025

Welcome to the first of six blog installments on the new Applied Epic Dashboards feature! With Epic Dashboards, users can view agency data packed into charts, giving them the ability to visualize what is happening with their own slice of the agency’s business. Epic Dashboards are only available to agencies with an Applied Analytics subscription and are only active in the browser version of Epic.

Before you get started with any Epic Dashboards, make sure they are configured in your database. See our Applied Epic Dashboards: An Introduction blog for more details.

Now, let’s do a quick review of general Epic Dashboard items to be aware of.

General Applied Epic Dashboard Notes

Data refreshes in Epic Dashboards are not immediate. The data updates automatically every 1 to 2 hours.

All Dashboards have a selection of filters at the top of the page that varies with each Dashboard. The Dashboard view does not refresh automatically. You need to select the desired criteria and click the Refresh button in the top right corner.

Hover over the (i) icon to see how the data for that tile is selected. Epic Reports relies heavily on the Policy Status field. Epic Dashboards tends to look more at the Service Summary Row Action and Stage.

Dashboard Tiles have drilldown capability. To see further details, just click the piece of the chart and a popup window appears with a list of policies making up that number. Click the Client Name to go straight to the associated Account.

Each tile header hyperlinks into another available Dashboard. For instance, clicking on the Carrier Overview tile on the Principal/Owner Pulse Dashboard takes you to the Carrier Overview Dashboard.

Using the Folders icon at the top right corner allows you to switch between your available Dashboards.

Use the Heart icon to mark a Dashboard as a Favorite and access via the Favorites folder.

Click the Dashboard Home hyperlink to return to your default Pulse Dashboard.

Some tiles have a feature to email alerts when data reaches certain criteria. Click the bell icon in the top corner of the tile.

See the Applied Dashboards Help and/or information buttons for detailed description of calculation of Dashboard data.

With a firm base of dashboards in general, now it’s time to talk about dashboards most relevant to Account Managers and Servicing Representatives working in Applied Epic.

Account Manager/Servicing Rep Applied Epic Dashboards

Account Manager/Servicing Rep Dashboards are unique to the user. These dashboards only pull data from Applied Epic where the user is listed on the Servicing tab of an Account or Policy. Users are unable to view each other’s information.

Pulse Dashboard

Every role starts with their unique Pulse Dashboard, a selection of tiles with information relevant to their duties. The Pulse Dashboard is designed to be a landing page, giving the Account Manager/Servicing Rep a place to start their day. It hosts the following tiles:

Expiring policies: Policies expiring in the next 30 days that have not yet been renewed or cancelled in Epic. This is comparable to the Expiration Report criteria of Renewed Policies = Exclude renewed expired policies and the Renewals Manager Search where criteria of Renewed Policies = Exclude. Clicking the tile header takes you to the Renewals Management Dashboard.

Expired policies not renewed: Policies that expired in the last 30 days that have not yet been renewed or cancelled in Epic. This is comparable to using the Missed Expiration Report (or Expired Policies, Not Renewed) and the Renewals Manager Search where criteria of Renewed Policies = Exclude. Clicking the tile header takes you to the Renewals Management Dashboard.

Tip: Policies need an ending in Applied Epic. If your agency workflow allows for policies to expire and drop off your book, this Dashboard will not be useful.

Unrouted attachments: If your agency uses Unrouted Attachments, this view displays the number of items assigned to the user. Clicking the tile header takes you to the Overdue Activities and Unrouted Attachments Dashboard.

Overdue activities by activity code: Open activities with a Follow up/Start date earlier than Today. This is comparable to the Open Activities Analysis Report. We recommend keeping the follow up dates current and the open activities list manageable. Clicking the tile header takes you to the Overdue Activities and Unrouted Attachments Dashboard.

Open activities: All open activities regardless of follow up date, assigned to either the user or a Work Group that they are a member of. This is similar to the Open Activities Analysis Report and the activity list Homebase. (We recommend using the Homebase to manage all open activities and using it as a daily “to do” list.) Clicking the tile header takes you to the Overdue Activities and Unrouted Attachments Dashboard.

Click the link at the bottom of the page to access the Data Quality Dashboard.

Data Quality Dashboard

The Data Quality Dashboard has the following tiles available:

Active clients with no lines in effect: “In effect” is defined as a policy with an effective date range of Open – Today and an expiration date range of Tomorrow – Open. The New/Renew Service Summary Row must be Migrated, Issued, or Submitted. Review items on this tab for Missed Expirations, inactivated, or reverted to a Prospect for future quoting.

Contacts with no phone number: Pulls from the client’s Contacts and returns all contacts missing a phone number.

Contacts with blank email addresses: Pulls from the client’s Contacts and returns all contacts with missing email addresses.

Clients with invalid phone numbers: “Invalid” means that the fields contain blank phone numbers or invalid area codes

Clients with mismatched types of business assigned: Accounts with either no active policies or matches the active policies’ Type of Business (as defined in Configure > Policy Type > Type of Business) with the Account Detail screen’s Type of Business.

Renewals Management Dashboard

Access the Renewals Management Dashboard from the Expiring policies or Expired policies not renewed tiles on the Pulse Dashboard. Update the Period Selector criterion to expand your results. (Note: Don’t forget to refresh to update the Dashboard data!) It has the following tiles available:

Expiring policies: All expiring policies within the selected period that have not been renewed or cancelled in Epic. Once the policy has been renewed in Epic, it drops off this tile. This Dashboard gives you a snapshot of what needs to be addressed. Use Renewals Manager to track renewals.

Renewals with open activities: Open activities on upcoming expiring policies. This gives the user a chance to finish up any workflows for the expiring term.

Expired policies not renewed: Number of missed renewals in the selected period. Note: This is different than the list on the Pulse Dashboard, which is fixed at 30 days.

Renewed with missing transaction: Renewed policies in the selected period with no transactions. This tile includes both agency bill and direct bill policies. If your agency works on a cash basis for direct bill, these will not clear until the commission is received and recorded.

Overdue Activities and Unrouted Attachments Dashboard

Access the Overdue Activities and Unrouted Attachments Dashboard from the Overdue Activities by activity code or Open activities tile on the Pulse Dashboard. It has the following tiles available:

Overdue activities: Number of open activities with a Follow up/Start date earlier than Today.
Average days overdue: Average days that all open activities are overdue. Use this as a gauge to see how well you address and follow up on activities.
Overdue activities by age: Bar graph of activities grouped by 1-3 days, 4-7 days, 8-15 days, and over 15 days overdue.
Overdue activities by activity code: Bar graph of overdue activities where each bar is a different activity code. Use this to identify patterns, such as download activities still open instead of closed or possible workflow issues.
Overdue activities: All overdue activities in spreadsheet form.
Open activities: All open activities for the user.
Unrouted attachments: Count of unrouted attachments assigned to the user in Procedures > Document Management > Unrouted Attachments. Clicking the number will show a list, but it is not navigable.

Tip: Set up an email alert to fire off when unrouted attachments exist, then access easily them from the Homebase.

Risk Map

You can only find the Risk Map through the Folders icon. It displays a map of all risks within policies where the user is listed on the Servicing tab. Data is pulled from ACORD forms and Custom forms. This is similar to the Risk Map in Applied Analytics.

Risk map: An interactive Google map of risks within the user’s servicing book of business. Zoom in or out and click on the map pin to identify the client(s) and policies in that location.
Risk details: A list of all policies in the user’s servicing book of business.

Department Manager Applied Epic Dashboards

With the role of Department Manager, you have access to agency-wide data in addition to policies you service. Using filters enables you to see data for all employees, select employees, or one individual.