# Use the Dashboard

> Work your queue, read Zone Shift indicators, and use the office directory for contacts and directions.

Language: en-US. Product guide: https://agencymesh.app/help/dashboard/.

Last reviewed October 2, 2026 by AgencyMesh Product Support · Checked against release 2026.10

On [Dashboard](https://app.agencymesh.app/), choose your office or phone from the building-icon button in the top bar, then open the queue you need. Your account type determines whether you see the full eligible queue or a share; your roles determine which actions you can perform.

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## What follows the selected office?

| Item | Guidance |
| --- | --- |
| Action Items | Selected office or All Offices; Quotes, To-Do Calls, and Leads can expand through Zone Shift. |
| Communications | Active Calls/E-Signs follow office selection. Send MMS and Two Factor Codes need a specific office; email codes remain company-wide. |
| Directory | Customers and Offices cover active company offices, regardless of the office selected in the top bar. |
| Daily Leaderboard | Uses the separate Company wide/Zone wide setting. |
| Reports | Use the report’s own Office, Agent, dates, and other filters. |

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## Choose an office and calling phone

**All Offices** selects no calling phone and can show broader rows than your single-office share. Choose your working office for a focused queue. **How to find the right device** helps match the phone’s MAC label.

| Item | Guidance |
| --- | --- |
| Agent account | Choose an assigned office; its assigned phone is selected automatically. Without a phone assignment, you can view work but cannot dial. |
| Office account | Choose the indented phone beneath an office. Choosing only the office clears the calling phone. |

1. Select the building-icon office/phone button in the top bar. It shows your current office or **All Offices** and opens **Phone / Office**. Use **Search offices or phones** to find a name or MAC address.
2. Choose an office or **All Offices**. For an Office account, choose the indented phone row before dialing.

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## Act on a queue

| Item | Guidance |
| --- | --- |
| Bank Deposits | Upload opens the deposit form for that office/date. Covers the last seven Monday–Saturday dates. |
| Missed Calls | Call the linked number. Recorded outgoing/answered contact clears follow-up; Managers/Administrators can Mark as spam. |
| Quotes / Leads | View opens details; the linked phone dials. Record the outcome below. |
| To-Do Calls | Call the phone or select the carrier. Open Carrier Portal offers Step 1 · Click to Copy Policy Number, then Step 2 · Click to Open Carrier. |

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## Record the outcome

Each choice saves immediately. **Called** does not dial; **Sent SMS** does not send. Quotes can return daily until **Sold**, **Rewrite**, or **DNC** (Do not contact).

| Item | Guidance |
| --- | --- |
| Quotes — Contact Today | Open **Today** (or the recorded action), then choose **None**, **Called**, **Sent SMS**, **Rewrite**, **Sold**, or **DNC**. |
| Leads — Status | None, Called & SMS, VM & SMS, Called, Sent SMS, Sold, or DNC. Sold/DNC removes the lead from the open queue; [reopen it in Leads Report](/help/lead-management/#lead-dashboard-report). |
| To-Do Calls — Status | None, Called, or Sent SMS. Upcoming/Due/Late also offer Done and EFT; 6 Months/12 Months offer Active and Canceled. |

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## Open remaining work from Summary

A **Summary** card opens its queue. **All clear** means no remaining work in that view; **In progress / Needs focus** means work remains. Missed Calls uses a count, not a completion percentage.

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## Report a live call

**Communications > Active Calls > Report** opens the call form. Complete the required fields and **Notes**, then **Submit**. See [Call tools and reports](/help/call-tools-and-reports) for the field choices.

[Calls > Active Calls](https://app.agencymesh.app/telephony/ActiveCalls) has Office/Agent filters and **Customer** lookup; live **Report** is on [Dashboard](https://app.agencymesh.app/).

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## Copy a code

Choose an office, then **Communications > Two Factor Codes > Copy**. **Refresh two-factor codes** reloads; [Open Two-Factor](https://app.agencymesh.app/two-factor) opens the full center.

SMS/authenticators use the office. Email codes use the company’s displayed two-factor address and are shared across the company.

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## Which actions need a role?

Account Type: Agent does not grant the Agent role.

| Item | Guidance |
| --- | --- |
| Agent, Manager, or Administrator | Calls, quote/lead details, E-Signs, Send MMS, and Directory customer search. |
| Agent, Manager, Accounting, or Administrator | Upload a Bank Deposit. |
| Manager or Administrator | Mark missed calls as spam. |
| Training Hub document access | Preview carrier documents in Directory. |

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## Compare progress

**Office Goals / Agent Goals** compare monthly SF (service fee), Premium, New Acct, and Retention. Agent targets are assigned shares of office goals. Change **Goal Month** in [View Office Goals](https://app.agencymesh.app/goals/get_goals_and_projections) or [View Agent Goals](https://app.agencymesh.app/goals/get_personal_goals_and_projections), then **Search**.

Activity tabs use their displayed periods. Office rankings follow **Leaderboards: Company wide / Zone wide**, independently of Phone / Office.

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## Office only, Agent sharing, and Zone Shift

**All Offices** checks local clearance across the assigned offices in that selection. Zone work comes from active offices in the selected assigned offices’ active zones.

Operations/Administrator: [Administration > Options](https://app.agencymesh.app/administration?tab=options) > **Dashboard Settings > Manage Settings**; choose **Office only** or **Zone Shift** in **Action Items**, set **Zone Shift Time** in Central time, then **Save Settings**. **Leaderboards: Company wide / Zone wide** changes rankings separately.

Action Items refresh every 10 minutes; Dashboard also checks the schedule at shift time and refreshes the affected queues. Goal tabs refresh every 5 minutes, Active Calls every 10 seconds. Changing phones within one office changes dialing without refreshing office data.

| Item | Guidance |
| --- | --- |
| Office only / before shift time | Office accounts see the full eligible selected-office queue. Agent accounts share rows among recently active Agent users in that office. |
| Zone Shift — both account types | After Zone Shift Time (Central time), the selected office must clear that same queue before outside-office work appears. Clearing only your own share is not enough. |
| After local clearance | Office accounts receive the full eligible zone queue. Agent accounts share it among active Agent users; shifted assignments can change every 15 minutes. |
| Affected queues | Quotes, To-Do Calls, and Leads. Bank Deposits/Missed Calls do not use Zone Shift. View All Missed Calls is a separate permission. |

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## Read the Zone Shift lightning icons

The lightning beside **Quotes**, **To-Do Calls**, and **Leads** shows the schedule for your selected office(s). Hover over it for the start time or the reason Zone Shift is unavailable.

Eligible accounts receive **Zone Shift starts in 1 hour** and **Zone Shift has started** notices in [Notifications](/help/notifications/#notifications-source-and-scope). **Open** returns to [Dashboard](https://app.agencymesh.app/); the notice does not finish items or bypass local clearance.

| Item | Guidance |
| --- | --- |
| Outlined lightning | Zone Shift is scheduled but has not started. Work stays with your selected office(s). |
| Filled lightning | The daily shift has started. Clear your office’s same queue before work from other offices appears. |
| Slashed lightning | Zone Shift is off or unavailable for this selection, such as an office without an active zone. The tooltip gives the reason. |

> **Schedule is not completion:** The icon does not enable Zone Shift or mean your office’s queue is clear. Selecting it opens that queue’s tab.

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## Explain missing or different rows

| Item | Guidance |
| --- | --- |
| Different rows than a coworker | Compare account type, selected office, and active Agent shares. |
| No zone work | Hover over the lightning for the schedule or unavailable reason. A filled icon still requires local clearance for that same queue. |
| Report differs from [Dashboard](https://app.agencymesh.app/) | Leads/To-Do Agent reports use assigned record shares; Dashboard uses active users and current queue rules. |
| Failed or empty panel | Clear its search; use refresh or Try again. A setup/error message is not All clear. |

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## Find a contact, carrier document, or office route

Open **Communications > Directory**, then **Carriers**, **Customers**, or **Offices**.

For an office route, select **Get directions to [office name]**, enter **Starting address**, then **Get directions**. Use [Directions help](/help/office-directions/#directions-from-dashboard) for route choices and nearby-office comparisons.

| Item | Guidance |
| --- | --- |
| Carriers | Search, then View More for contacts and Documents > Preview; Open launches the portal. |
| Customers | Search All fields, Name, Phone, ZIP code, or Address across all active company offices. |
| Offices | Search name, phone, or address. Phone links dial; clipboard icons copy. The turn-arrow icon in Directions opens directions to that office. |

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## Open a standalone E-Sign request

**Communications > E-Signs**: search, then **Edit** a draft or **View** a sent request. **New E-Sign** starts a request; [E-Signatures](https://app.agencymesh.app/esign/esign) opens the full app. **All Offices** includes assigned offices. Standalone requests are separate from multi-step Workflows.

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## Send an attachment

Choose an office, then **Communications > Send MMS**. Enter **Phone Number**, choose one **Attachment**, and **Send**. Message is prepared/read-only.

Required: JPEG/PNG/GIF ≤ **5 MB** or PDF ≤ **600 KB**. Delivery: [Messaging](https://app.agencymesh.app/sms/messaging) > **Recently Sent Messages > View**.

## Related guides

- [Goals and reports](https://agencymesh.app/help/goals-and-reports.md)
- [Call tools and reports](https://agencymesh.app/help/call-tools-and-reports.md)
- [Bank deposits and receipts](https://agencymesh.app/help/bank-deposits.md)
- [Read notifications and send announcements](https://agencymesh.app/help/notifications.md)
- [Get office directions](https://agencymesh.app/help/office-directions.md)