This article explains how to monitor the performance of Legacy Servicing Automated Workflows in AMS+. You can review emails sent and activities created across all workflows, or view details on a specific workflow or record.
Requirements
- To view triggered actions and email performance for all Legacy Servicing Automated Workflows:
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Automated Workflows permission.
- To view a record's triggered Legacy Servicing Automated Workflow actions:
- You must be assigned to a Security Group with the Visible permission for the appropriate record type (Agent, Group, Individual, or Policy).
- If you're an Agent CRM User, you need access to records assigned to your Accessible Agent, and optionally unassigned records.
- You must be assigned to a Security Group with the Visible permission for the appropriate record type (Agent, Group, Individual, or Policy).
In this article
- Overview of all Legacy Servicing Automated Workflows
- View a specific Legacy Servicing Automated Workflow
- View a Legacy Servicing Automated Workflow's email performance
Overview of all Legacy Servicing Automated Workflows
The Automated Workflow > Use Legacy Workflow > Servicing & Agency Workflow > Servicing & Agency > Overview tab shows details on all of your Legacy Servicing Automated Workflows. View the graphs and lists to see a timeline and list of actions triggered and the email bounce/spam rate across all workflows.
Timeline of All Actions
This graph shows the emails sent and activities assigned across all Legacy Servicing Automated Workflows. You can hover over the bars to view details, and adjust the time frame filter at the top of the graph to switch between the last 12 months or the last 30 days.
Actions Triggered
For a more granular look, view a list of emails sent and activities created by all of your Legacy Servicing Automated Workflows. The actions triggered area lists the type of action, the recipient or assignee, the date, and which workflow created the action.
By default, the list is sorted by sent date with the most recent at the top. You can sort by selecting a column header, and search or filter actions. For example, filter by "Email" to see all emails sent, or filter by an individual's name to see all actions for that record. Select any link in the list to go to the appropriate area or record. Select an email subject to view a copy of the email sent.
If variable data fields were added to the email subject, the actions triggered area will show the record data (if available) in place of the field placeholders in brackets [ ].
View a specific Legacy Servicing Automated Workflow
To review how a particular workflow is performing, select its name from anywhere in AMS+ to go to its detail tab. From there you can view the workflow's timeline or email performance. For workflows with only activity actions, only the timeline tab will be available.
Timeline of Actions
The Legacy Servicing Automated Workflow's Timeline tab shows the number of emails sent and activities assigned within the last 12 months or the last 30 days. Hover over the bars in the graph to see more details.
Workflow Actions
View emails sent and activities created by the Legacy Servicing Automated Workflow. The list displays the type of action, the recipient or assignee, the date, and which workflow created the action.
By default, the list is sorted by sent date with the most recent at the top. You can sort by selecting a column header and search or filter actions. Filter by an individual's name to see all actions taken for that record. Select any link in an entry for further details.
View a Legacy Servicing Automated Workflow's email performance
If your Legacy Servicing Automated Workflow is sending emails, you can check the performance of each email on the workflow's Email tab.
Performance
The Email > Performance tab lists every email action in your Legacy Servicing Automated Workflow, the number of times each action has sent emails, the open and click rates, and timing from the trigger. Use the open rates and click rates to help determine an email's success.
Recipients
The Email > Recipients tab lists who received an email from the Legacy Servicing Automated Workflow and whether they've interacted with it.
Use the dropdown to filter recipients:
- All (default) — All recipients
- Opens & Clicks — Recipients who opened the email and, if applicable, clicked a link in the email content.
- Bounces — Recipients where the email bounced.
- Spam — Recipients who reported the email as spam.
Legacy components
The following content applies only to accounts that do not have Enhanced Automated Workflow enabled. To check, go to the Automated Workflow page. If you do not see the “Welcome to the New Automated Workflow” banner, this section applies to you.
Legacy components in this section:
- Overview of all workflows navigation — accounts without Enhanced Automated Workflow
Overview of all workflows navigation
If your account does not have Enhanced Automated Workflow enabled, go to Automated Workflow > Servicing > Overview to view the timeline and actions triggered across all workflows.