Training Guide

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📊 Understanding Your Dashboard· 12 sections · ~15 min

📊

Understanding Your Dashboard

15 min read · 12 sections

The Dashboard is the first screen you see after logging in. It's your daily command center — showing you everything that needs attention at a glance.

What Is the Dashboard?

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The Dashboard is the homepage of your CRM. Think of it as a morning briefing — it shows you the health of your entire agency in one screen. Every number, table, and section on this page is connected to real data from your customers, policies, payments, and team activity. You should check this page at the start of every workday.

📌 REAL-WORLD EXAMPLE

Imagine you're a restaurant manager. Before the lunch rush, you check: how many reservations today, which staff is working, what ingredients are low, and what needs to be prepped. The Dashboard does the same thing for your insurance agency.

KPI: Active Policies

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This number shows how many insurance policies are currently 'in force' — meaning they are active and the customer is covered. This is your agency's core revenue metric because every active policy generates premium income and commission for your agency.

→Look at the number displayed in the 'Active Policies' card at the top of the Dashboard

ℹ️This number includes ALL active policies across ALL offices and ALL producers

⚠️If this number is going down, it means you're losing more policies than you're writing — investigate immediately

📌 REAL-WORLD EXAMPLE

If you have 2,847 active policies and 1,523 customers, your ratio is 1.87 — meaning on average each customer has nearly 2 policies with you. That's excellent cross-selling.

💡 PRO TIPS

•Compare this number week over week — a growing number means the agency is healthy

•Divide Active Policies by Active Customers to get your 'policies per customer' ratio — higher is better

•A ratio above 1.5 means you're successfully cross-selling

KPI: Active Customers

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This shows the total number of customer accounts that have a status of 'Active' in the system. A customer is considered active when they have at least one current policy. This is different from total customers — inactive and prospect accounts are not counted here.

→Find the 'Active Customers' card — it's the second KPI card from the left

ℹ️The subtitle shows context (e.g., 'Total accounts')

ℹ️One customer can have multiple policies — so Active Customers is always less than or equal to Active Policies

⚠️ MISTAKES TO AVOID

✕Don't confuse 'customers' with 'policies' — one customer might have 3 policies

✕Don't count prospects as customers — they haven't purchased yet

KPI: Open Tasks

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Tasks are action items that need to be completed by your team. This number shows how many tasks are currently pending (not yet done). The subtitle tells you how many are overdue — meaning past their due date. Overdue tasks are the most critical thing to address because they represent missed follow-ups, which directly impact revenue.

→Check the 'Open Tasks' card — note both the main number and the overdue count

⚠️If the overdue count is high (more than 20% of open tasks), your team needs immediate attention

→Click the task list below to see details of each pending task

📌 REAL-WORLD EXAMPLE

If you have 156 open tasks and 42 are overdue, that means 42 customers haven't been contacted when they should have been. Each one is a potential lost policy.

💡 PRO TIPS

•Set a goal: zero overdue tasks by end of each day

•Check which producers have the most overdue tasks — they may be overwhelmed or need coaching

•Auto-generated tasks (renewal reminders, payment follow-ups) count here too

KPI: Pending Quotes

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This shows how many insurance quotes have been generated but haven't resulted in a sale yet. A quote is a price proposal from a carrier — when an agent runs quotes for a customer, those quotes sit in 'pending' status until the customer either accepts (becomes a policy) or declines. A high pending quotes number can mean opportunity or stalled sales.

💡 PRO TIPS

•Follow up on pending quotes within 48 hours — after that, the customer has likely moved on

•If quotes are pending for more than 7 days, they're probably dead — update their status

•Track which producers have the most pending quotes — they may need help closing

KPI: Renewals Due (30 days)

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This is one of the most important numbers on the Dashboard. It shows how many policies are expiring within the next 30 days. Every one of these needs attention — if a policy expires without being renewed, you lose that customer's premium AND future commissions. Renewals are your agency's recurring revenue engine.

→Check the 'Renewals Due' card — this is your 30-day warning system

ℹ️Each renewal needs a producer to contact the customer, review coverage, and process the renewal

💡If a renewal has a significant rate increase, the producer should remarket with other carriers

💡 PRO TIPS

•Start renewal outreach 90 days before expiration for best results

•The system can auto-create renewal tasks — make sure this is set up

•Track your renewal rate (renewals kept ÷ renewals due) — target 85%+

⚠️ MISTAKES TO AVOID

✕Never wait until the expiration date to contact a customer about renewal

✕Never assume a customer will renew on their own — always make the call

KPI: Offices

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Shows how many branch locations are active in the system. Your agency operates multiple offices (e.g., Montfort, Addison, Peachtree, Polk, Badestore). Each office has its own producers, customers, and performance metrics. The Office Overview section lower on the Dashboard shows customer counts per office.

📌 REAL-WORLD EXAMPLE

If one office has 5 customers and another has 50, there's an imbalance. Either the small office needs more marketing support or its producers need coaching.

Producer Leaderboard

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The leaderboard ranks your sales agents (called 'producers') by their performance. A producer is any employee whose job is to sell insurance policies. They find customers, run quotes, present options, close deals, and service accounts. The leaderboard shows how each producer compares to their peers.

→Find the 'Producer Leaderboard' section on the left side of the Dashboard

ℹ️Each row shows: rank (with medal icons for top 3), producer name, their office, policies sold, quotes generated, and task count

→Click 'View Full Leaderboard →' at the bottom to see the detailed version with conversion rates and activity scores

📌 REAL-WORLD EXAMPLE

Producer A has 18 quotes and 12 policies (67% close rate). Producer B has 14 quotes and 4 policies (29% close rate). Same lead flow, very different results. Producer B needs coaching on their presentation or closing technique.

💡 PRO TIPS

•Review this daily — it's the #1 accountability tool for sales management

•Compare producers within the same office for fair benchmarking

•A producer with lots of quotes but few policies needs closing help

•A producer with few quotes needs more leads or better time management

•Use the full leaderboard in weekly team meetings to drive competition

Open Tasks List

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Below the leaderboard is a table showing individual pending tasks. Each row represents one action item that needs to be completed. This is where you see the details behind the 'Open Tasks' KPI number.

→Read each row: Task description, Customer name, Priority level, Assigned producer, and Due date

⚠️Tasks in RED priority or with 'Overdue' due date need immediate action

💡Click a task's customer name to jump directly to that customer's full record

💡 PRO TIPS

•Sort mentally by priority: High + Overdue first, then High + Today, then Normal

•If you see tasks assigned to a producer who is absent, reassign them immediately

•Common task types: Follow-up (call customer back), Renewal (handle upcoming renewal), General (miscellaneous)

Recent Payments

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The right side of the Dashboard shows the latest payment transactions processed across the agency. This is your real-time cash flow monitor. Each row shows a single payment with the customer, carrier, amount, and date.

→Scan the 'Recent Payments' table on the right side of the Dashboard

ℹ️Each row shows: Customer (who paid), Carrier (which insurance company), Amount (how much), Date (when)

💡Customer names in blue are clickable — they take you to that customer's full detail page

💡 PRO TIPS

•Check this daily to verify payments are flowing correctly

•If you notice a day with no payments, investigate — there may be a processing issue

•Watch for unusually large or small amounts that might indicate errors

Quick Actions

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Quick Action buttons are shortcuts to the most common tasks in the CRM. Instead of navigating through menus, you can jump directly to key functions with one click. These are especially useful when you need to act fast — like when a customer calls in.

→'Add Customer' (green) — opens the new customer creation form. Use when a new lead calls in

→'Search Customers' — opens the customer search page. Use when looking up an existing customer

→'SMS Campaign' — opens the bulk text message tool. Use when you need to send mass communications

→'Reports' — opens the reports hub. Use when you need data or analytics

→'End Of Day' — opens the EOD report generator. Use at the end of every business day

→'Calendar' — opens the appointment calendar. Use to check or schedule appointments

💡 PRO TIPS

•The 'Add Customer' button is also always available in the top navigation bar

•You'll use 'Search Customers' more than any other action — learn the keyboard shortcut if available

Office Overview

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At the bottom-right of the Dashboard is a table showing each branch office and its customer count. This tells you how your customer base is distributed across locations. An imbalanced distribution might mean some offices need more marketing support or staff.

📌 REAL-WORLD EXAMPLE

If Montfort has 4 customers and Addison has 3, the workload is relatively balanced. But if one office has 50 and another has 2, you need to investigate why and potentially redistribute leads.