Keep service moving across the agency system and every carrier portal
CSRs and account managers juggle renewals, endorsements, certificates and claims follow-up across your agency management system and a dozen carrier portals. Insights shows how that time is spent, so you can balance books of business and keep renewals on track.
Service work is hard to see from the producer's desk
Carrier portal sprawl
Every carrier has its own site. Quotes, endorsements and loss runs mean constant tab switching that no one measures.
Uneven books
One CSR handles twice the accounts of another. Workloads drift until service slips on a key client.
Renewal season peaks
Common renewal dates create crunches. You need to know who has room before the queue backs up.
Remote service staff
Many agencies now run service teams from home. Managers need a fair way to see the workday.
Service cost per account
Commission is fixed. If service takes longer, margin drops, and few agencies know by how much.
Client data everywhere
Driver's license numbers, payroll and loss details move through your office daily. A leak is a real exposure.
See how much of the day lives in carrier portals
Website usage lists every carrier site by name with total time, and heatmaps show it by person and hour. Group carrier sites into one activity group to see portal time as a share of the day.
- Carrier and rating sites grouped as "Carrier portals"
- Agency management system tracked as an application
- Site names only, never full URLs or page content
Know who's available when a client calls
The real-time view shows who is active, idle or offline right now, the app they're in, and their productive share for the day. Use it to route an urgent certificate request to someone with room.
- Active, idle and offline at a glance
- Current application for each person
- Updated every minute
Compare service workloads with numbers
Productivity by user and daily work metrics show how much productive time each CSR and account manager puts in. Combine it with account counts from your own system to spread the work more fairly.
- Teams for personal lines, commercial lines and benefits
- Productive-hours goal per team
- CSV export to combine with your own book data
| Employee | Productive | Neutral | Unproductive | Work time |
|---|---|---|---|---|
| A. Rivera | 6h 12m | 1h 05m | 0h 21m | 8h 02m |
| J. Chen | 5h 48m | 1h 22m | 0h 34m | 7h 55m |
| M. Patel | 4h 57m | 1h 40m | 0h 52m | 7h 41m |
Agencies hold a lot of personal data. We protect it like it's ours.
CyberWall is a security-first managed IT provider. Security is our number one priority. Insights alarms catch large USB copies, file-sharing site use and job search activity that can come before a producer leaves with a book. CyberWall Shield adds 24x7 threat detection, Microsoft 365 sign-in monitoring and backup.
- Job search site alarm preset
- USB copy and file-sharing site alarms
- Alerts to email, Microsoft Teams, Slack or a webhook
Fair to your team, clear about what's measured
Monitoring notice
The agent can display a notice so staff know Insights is running and what it measures.
No keystroke logging
Insights sees that someone is typing, never what they type. Applications and quotes stay unread.
Data kept separate
Each company's data is isolated, and managers see only their own company.
Questions from insurance agencies
Can Insights tell us how long a renewal takes?
Insights doesn't track individual policies or transactions. It shows time by application, site and person. Many agencies compare that with renewal counts from their agency system.
Do you integrate with our agency management system?
No. Insights records time spent in it as an application on Windows computers. There is no data connection to the system itself.
Will a producer's time look bad because they're on the phone?
Time on calls away from the computer shows as idle. Set a lower productive-hours goal for producers, or keep them in their own team so they aren't compared with CSRs.
Can we be alerted if someone is preparing to leave with client data?
You can turn on alarms for job search sites, file-sharing sites and USB file copies. Alarms go to email, Teams or Slack and land in the alarm log for review.
How are carrier sites categorized?
Many common sites come pre-categorized. New sites land in a pending queue where you can categorize them in bulk. Mark your carriers productive once and you're done.
See your team's day clearly in under an hour.
Start a 14-day free trial with full access. Deploy through Microsoft Intune, set your goals, and your first reports fill in the same day.