Insights Superadmin - Support

This section provides analytical reports designed to monitor and address key issues. It presents data related to application creation, submissions, activations, and other relevant metrics.

Operations Report

This report provides an analysis to control any operational issues that may arise while performing backoffice tasks. Apart from the usual filters, this section presents the number Orders and Documents that went through the backoffice tool. It will also show how many of those documents were Skipped along with the Average Handling Time and Processing Time. If there are any applications that exceed the maximum threshold allowed for processing, it will be displayed on the right side of the screen.

This report will also provide two tables:

•       Agent Performance: This section provides a summary the agents' activity, including the number of Orders accessed and Processed Documents, as well as the Average Handling Time. Additionally, it includes the number of Skipped documents, followed by the percentage those skips represent.

•   Threshold Process Time Exceeded Applications: Apart from the Enrollment Number, this table will provide the Status and the Processing Time that was exceeded. The last column shows the Creation Date Time.

Below, users will find a table with the number and percentage of applications that were Approved and Rejected. The information will also be divided depending on the type of documentation (Address Proof, Agent Audit, etc.)

Active Field Agents

This report contains the information of all the sales agents. As seen below, the first column shows the Promo Code assigned to the agent followed by the First, Middle and Last Name. The table also show the Team and Agency where the agent belongs and will also inform if the promo code Is Enabled. The Creation Date of the promo code will also be available.

Geofenced Agents

This report lists all geofenced agents and their restrictions. Geofencing is a technology that creates a virtual boundary around a real-world geographic area using GPS, RFID, Wi-Fi, or cellular data. When a device (such as a tablet) enters or exits this predefined area, the system can trigger specific actions—such as sending alerts, notifications, or collecting location data.

Apart from the Carrier Name, we will find the Location Name of the promo code and the Full Street Address. Among the rest of the columns the cancellation date (Date of Event) and the Time to Be Open (aka working hours) will be displayed.

Backoffice Dashboard

Here, users will get further information about backoffice processes. At the top of the screen, we will find the number of Pending Documents for the Quest Application and the Public Site.

The second table shows the Average Processing Time (APT) and Average Handling Time (AHT) divided by Role (Approver, Reviewer and Supervisor). This information will also be sorted according to the channel (Quest, Public Site, Badge Validation).

Below, we will find the Top 10 Unfinished Documents divided by channel. Users will fin the Enrollment Number and the Waiting minutes until the respective documents were processed.

At the right, we will find information related to the Top 10 Approver/Reviewer for each queue. We will see the Username, the number of Processed Documents along with the APT. Finally, there will also be a Top 10 Locked Document table showing the users that locked an account along with the Locked Time.

Web Applications with Promo Code

Using this report, users will be able to locate web enrollments that have a promo code attached. Apart from the Customer Account, the State, Zip code and the Enrollment Channel will be provided.

Created SCA Customers

This report shows the SCA customers created in specific date range. An SCA customer typically refers to a customer who is subject to or complies with Strong Customer Authentication (SCA) requirements. It is designed to enhance the security of electronic payments and reduce fraud.

For reports that are too extensive to show on the Vault screen, the option to download the data in a CSV will be recommended. In this case, the (Ready to generate csv file) message from the USERS STATUS section will indicate that this is the only way to visualize the information.