Agent dashboard — use cases

The Agent Dashboard is the working queue for every application in your tenant. It lets you filter, sort, tag, and assign applications so each person on the team works the right list instead of scrolling the full book. These scenarios describe how lending teams use it 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.

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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]

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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.

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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.

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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.]

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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.

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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.

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Use case: a credit union scaling a doc-chase campaign

A credit union runs a weekly outbound campaign to nudge applicants who have not returned requested documents. Instead of asking CSRs to scroll the whole book, an operations lead tags every application that enters Doc Requested status with doc-chase. CSRs then filter Status → Doc Requested and Tag → doc-chase each morning, working only that list. Because tags carry a color, the tagged rows are easy to spot at a glance in the list view. When a CSR resolves an application (document received), they update its status from the detail page, which removes it from the doc-chase queue automatically since the status filter no longer matches.

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Best practices

• Build personal queues by combining the Assigned filter with an active Status filter, rather than scanning the full tenant list.
• Use the column gear menu to show only the columns your team needs (for example, add Tag for CSR workflows) instead of leaving every available column visible — the dashboard supports a configurable set of columns per tenant.
• Use tags for time-boxed campaigns (doc-chase, priority) and clear them once the underlying status changes, so tag filters stay meaningful.
• Filter by Lead Source only when your tenant has lead buy enabled — the filter is not shown otherwise.
• Assign applications from the detail page’s Overview right rail. Do not expect a bulk-assign action on the list view; it does not exist there.
• For sub-tenant lenders, rely on the Tenant ID column and role-based scoping to keep branch reporting separated, rather than filtering manually by applicant name or product.
• Read-only roles (for example, Auditor) do not have Export, the Application create menu, or the column gear. Do not expect to reconfigure the view or export data from that role; use the Activity tab on detail for history instead.

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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.