Agent dashboard — use cases

These scenarios describe how lending teams use the Agent dashboard in practice. Examples use a fictional lender, Acme Lending, with products Personal Loan and Auto Loan, sub-tenants Acme West and Acme East, and tags such as priority and doc-chase.

---

1. Morning queue review (underwriter)

Persona: Jordan, Underwriter at Acme Lending

Goal: Work the oldest assigned reviews first.

Steps:

1. Open Agent Dashboard.
2. Confirm the header environment is Production (live book).
3. Open the Assigned filter → select Jordan Lee (your name).
4. Open the Status filter → select Review (and optionally Doc Received).
5. Click the Last Updated column header to sort ascending (oldest first).
6. Open the first row via ID or View Application.

Sample data:

ID	Applicant	Product	Status	Assigned	Last Updated
10482	Maria Santos	Personal Loan	Review	Jordan Lee	05/26/2026 9:14 AM
10471	David Kim	Auto Loan	Doc Received	Jordan Lee	05/25/2026 4:02 PM

Outcome: Jordan processes five applications before noon without hunting through the full tenant list.

[NEEDS SCREENSHOT: Assigned + Status filters applied with sorted Last Updated column]

---

2. Assign a submitted application to an analyst (manager)

Persona: Sam, Manager at Acme Lending

Goal: Route an unassigned Processing application to the right analyst.

Steps:

1. On Agent Dashboard, set Assigned to unassigned (empty assignee option in the dropdown).
2. Filter Status → Processing.
3. Locate application 10501 (Applicant: Alex Rivera, Personal Loan).
4. Click ID 10501 to open application detail.
5. On detail, open the Overview right rail → Assign → choose Taylor Brooks (Analyst) → save.
6. Return to the dashboard; filter Assigned → Taylor Brooks to confirm the app appears in their queue.

Note: Assignment is not available as a bulk action on the list itself; managers open the detail page (or assign dialog) per application.

Outcome: Alex’s application appears under Taylor’s Assigned filter within seconds.

---

3. Resume a stalled application waiting on documents (CSR)

Persona: Riley, CSR

Goal: Find applications waiting on the applicant and send a reminder from detail.

Steps:

1. Add the Tag column via the gear menu if it is hidden (Add Columns → check Tag).
2. Filter Status → Doc Requested.
3. Optionally filter Tag → doc-chase for Acme’s follow-up campaign.
4. Search Phone → (555) 234-8890 if the customer called in.
5. Open View Application → use Email or SMS tabs on detail to send a template reminder.

Sample row:

ID	Applicant	Status	Tag
10390	Pat Nguyen	Doc Requested	doc-chase

Outcome: Riley resolves the call without asking the applicant for an application ID.

---

4. Sub-tenant branch review (Subtenant Admin)

Persona: Casey, Subtenant Admin for Acme West

Goal: Review only West branch applications.

Steps:

1. Open Agent Dashboard — Casey’s role already scopes data to Acme West.
2. Verify Tenant ID column shows Acme West (column appears because Acme uses sub-tenants).
3. Filter Product → Auto Loan for a regional promo.
4. Export (Export) a CSV for a stand-up meeting.

Outcome: Casey never mixes East branch volume into West reporting.

[NEEDS PM INPUT: Confirm customer-facing names for sub-tenant vs “Tenant ID” column if white-label partners use different branding.]

---

5. Auditor spot-check (read-only)

Persona: Morgan, Auditor

Goal: Verify declined applications from last week without changing data.

Steps:

1. Open Agent Dashboard — Morgan sees the tenant book (read-only).
2. Filter Status → Declined.
3. Sort Last Updated descending.
4. Open applications via ID to review history on the Activity tab.

Limitations Morgan hits by design:

• No Export button
• No Application (+) create menu
• No column gear — cannot change layout (uses system/default columns)

Outcome: Audit sample completed without accidental data changes.

---

6. Priority triage after marketing campaign (operations lead)

Persona: Avery, Tenant Admin

Goal: Triage high-volume Processing apps from a lead source.

Steps:

1. Ensure Lead Source filter is visible (Acme has lead buy enabled).
2. Filter Lead Source → Spring2026-DirectMail.
3. Filter Status → Processing.
4. Sort by ID descending to prioritize newest submissions.
5. Assign teams from detail; add tag priority on urgent rows from detail Tags area.

Outcome: Avery clears backlog with filters instead of spreadsheet exports.

---

Combining patterns

If you need…	Combine…
Personal work queue	Assigned = me + Status = active statuses
Team overflow	Assigned = unassigned + Status = Processing / Review
Product focus day	Product = one product + sort Last Updated
Document chase	Status = Doc Requested + Tag = doc-chase
Branch isolation	Tenant ID + role scope (Subtenant Admin)

For click-by-click instructions, see Workflows. For field definitions on the detail page, see Application detail.