Reports 101: What Reports Should the Servicing Staff Use?
Operations | Theresa Pilmer, CIC | Aug 30 2023
Reports are a great tool used by managers to gain insight into the day-to-day work efforts of their staff. They work by improving data accuracy, data integrity, workflow efficiencies, balancing workloads and providing additional training opportunities where needed. Below are instructions on how to set up two staff reports I recommend — Activity Report/Overdue Activities and Expiration Report — along with how to set up Report Quick View.
o “Criteria” is the way you can filter the information you want to appear on the report. This is specific to agency, department, servicing staff and activity codes. To select additional Criteria, click on the add button to the left of the list to open the Add Criteria window. In the Available Criteria list, double click “Folder” to open them and view the options they contain.
o “Parameter Page” — You can add Criteria below Parameter Page, but you cannot delete criteria above Parameter Page. The Parameter Page is the first page of the report which lists all of the criteria you used to generate the report, allowing you to refer back.
Example of Criteria showing Parameter Page
o When you copy a report to another user’s “My Reports” — the user must have access to reports.
o For delivering the report, you can email as an Excel, CSV or PDF attachment. The “Save As” option allows you to select a location on your computer to save the files as Excel, CSV or PDF when generated.
o Selecting “All” in Criteria (region, branch, agency, department and profit center) will allow you not to miss items that are coded incorrectly.
o Setting “Status” to open will show all items open which allows visibility into staff workflow and time management. Selecting “Closed Successful/Closed Unsuccessful” will show items closed, allowing you to drill down to see when they were closed and who closed them.
o “Date/Time Entered” — Selecting “fixed date range” and open through today’s dates will show all open activities.
Example of fixed date range
o “Date/Time Entered” — Selecting “relative date range” will allow the user to select prior time for auditing (-30 days, -60 days, -90 days) through “Open.”
Example of relative date range
How to Create a New Report
1. Access the Reports/Marketing area from the home screen.
2. The My Reports list defaults. If you have saved reports, they will be listed here.
3. On the navigation panel on the left, you can select standard default reports. You may not have access to all these reports. Check with your IT department for additional information.
a. Account Reports
b. Activity Reports
c. Application Reports
d. Claim Reports
e. General Ledger Reports
f. Interface Reports
g. Management Reports
h. Opportunities Reports
i. Policy Reports
j. Transaction Reports
k. Marketing Preview Reports
How to Set Up Activity Report /Overdue Activities
This report provides insight into how many staff member activities are open. This helps manage time and verify correct activities are being used. This is a great report for servicing staff, which can include an account manager (handling account) and service assistant (responsible for processing).
First, access “reports” from the home screen “Reports/Marketing” tab. Select “Activity,” and begin by using the standard activity report and changing the criteria. Changing the criteria will allow you to customize the report to your agency specifics and drill down to get data specific to office or servicing staff.
Example of criteria used for an Activity Report
How to Create an Expiration Report
This report will show policies that expire within a range (+30 days, +60 days, +90 days), allowing servicing staff to see renewals that are coming up within a specific range to work off. It is important to modify the criteria to show a specific time and specific servicing staff.
First, access “reports” from the home screen “Reports/Marketing” tab. Select “Policy” and begin by using the standard expiration report and changing the criteria. Changing the criteria will allow you to customize the report to your agency specifics and drill down to get data specific to office or servicing staff. To set up the report, ensure these options are selected:
o “Line Status - status of policy” — For this report, select “New/Renewal/Rewrite/Reissue” (These may vary based on your configuration)
Example of status of policy
o Account Status — Select “Active” to see only active accounts.
o “Line Expiration Date” — 0 Days through (+30 days, +60 days, +90 days) depending on the time frame needed.
o “Prospective/Contracted” — “Prospective” are accounts that do not have contracted policies. “Contracted” are accounts that have active policies. For this report you will want to select Contracted to get a list of active accounts and policies.
Example of criteria used for an Expiration Report
How to Set Up Report Quick View on Staff Home Screens
This feature is one of my favorite things to set up for new employees because it gives them the ability to view live report(s) at their fingertips, without having to have access to reports. To set up Report Quick View, do the following:
o Once the above report(s) are set up
o Click “Actions”
o Select deliver as Report Quick View
o Deliver to>Other user’s Report Quick View>
o Select “User”
Example of home screen with Report Quick View
Example of selecting “Deliver” as Report Quick View
There are many reports available in Applied Epic; the key is to start using reports and being consistent. To decide which reports to run, our agency does a service review, which looks at multiple reports to determine the day-to-day workload, assesses if additional training is needed quickly and verifies that written workflows and procedures are being followed, allowing for consistency between offices.
Tags: Operations , Reports