(2778) Developing an Advanced Dashboard to Better Measure and Balance CSR Workloads Across an Agency

In 2022, an Applied Net case study on using Applied Epic® Reports to analyze service workloads sparked an ongoing collaboration between two peers from similar agencies. Through continued engagement and idea-sharing, they developed practical, data-driven tools in Applied Epic to answer key operational questions around CSR workload balance and producer performance. This session highlights both solutions while demonstrating how collaboration within the Applied community drives innovation.

Presenters will showcase an enhanced CSR Book of Business benchmarking model that uses expanded data attributes and a consistent scoring system to identify workload imbalances and support better staffing and coaching decisions. They’ll also demonstrate producer dashboards that combine key performance indicators—such as production, retention, and activity—into a clear, actionable view. Attendees will gain insights on key data points, dashboard design in Epic, and how to leverage these tools to improve workload distribution, increase producer visibility, and support stronger decision-making.