Use the Dashboard
About this guide
Last reviewed October 2, 2026 by AgencyMesh Product Support · Checked against release 2026.10
On Dashboard, 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.
What follows the selected office?
Section titled “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. |
Choose an office and calling phone
Section titled “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. |
- 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.
- Choose an office or All Offices. For an Office account, choose the indented phone row before dialing.
Act on a queue
Section titled “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. |
Record the outcome
Section titled “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. |
| 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. |
Open remaining work from Summary
Section titled “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.
Report a live call
Section titled “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 for the field choices.
Calls > Active Calls has Office/Agent filters and Customer lookup; live Report is on Dashboard.
Copy a code
Section titled “Copy a code”Choose an office, then Communications > Two Factor Codes > Copy. Refresh two-factor codes reloads; Open 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.
Which actions need a role?
Section titled “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. |
Compare progress
Section titled “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 or View Agent Goals, then Search.
Activity tabs use their displayed periods. Office rankings follow Leaderboards: Company wide / Zone wide, independently of Phone / Office.
Office only, Agent sharing, and Zone Shift
Section titled “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 > 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. |
Read the Zone Shift lightning icons
Section titled “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. Open returns to Dashboard; 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.
Explain missing or different rows
Section titled “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 | 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. |
Find a contact, carrier document, or office route
Section titled “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 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. |
Open a standalone E-Sign request
Section titled “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 opens the full app. All Offices includes assigned offices. Standalone requests are separate from multi-step Workflows.
Send an attachment
Section titled “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 > Recently Sent Messages > View.