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Frequently Asked Questions: AgencyOffice

Sub-Agent Setup

Reports

Main Account Settings

General

What is AgencyOffice?
AgencyOffice is lead management and distribution system designed for GAs. AgencyOffice lets you drive leads to producers and never lose sight of the sales process. Track the number of calls made, quotes generated, the carriers quoted, and the applications downloaded most often by your producers.

With AgencyOffice, you can generate leads, distribute leads to agents, allow producers to quote, and track everything in the sales funnel from intro to close.

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Sub-Agent Setup

How do I set the daily/monthly maximum of leads for a sub-agent?
The administrator of AgencyOffice can configure a daily and/or monthly lead maximum for any particular sub-agent. Once the agent hits their max, they will not receive any leads until the following day or month. NOTE: By default, the system is set up without any daily/monthly lead limits.

To set daily or monthly maximums:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Select the link under Profile Type that reads "Allotment (H)" or "Saver (H)".
  • On the "Edit Account Information" page, scroll midway down the page and uncheck the setting for "unlimited" monthly/daily maximum.
  • Enter the maximum number of leads you want the agent to have in the text box.
  • Click "Submit".

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Can I distribute leads based on the lead source?
You can configure each sub-account to exclude leads from a particular source (leads from the website, imported leads, or leads purchased from a particular lead vendor).
NOTE: By default, each sub-account is set to receive leads from all sources.

To restrict leads from a particular source:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Select the link under Profile Type that reads "Allotment (H)" or "Saver (H)".
  • Scroll to the bottom of the page and place a check in the box next to the source you wish to exclude.
  • Click "Submit".

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What is a "Priority Rank"? How do I set that up?
A priority rank is a numerical value assigned to a sub-agent to indicate their priority for receiving leads in the system. Along with the priority rank, you'll input a numerical number of "Monthly Priority Leads".

The agent ranked #1 will receive their complete number of monthly priority leads before the system will deliver leads to the next sub-agent.
NOTE: By default, the system is set to evenly distribute leads in a 'round-robin' fashion.

To set the priority of leads distributed to sub-agents:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Select the link under Profile Type that reads "Allotment (H)" or "Saver (H)".
  • Scroll midway down the page and select "Priority Rank" from the drop-down menu.
  • Enter the number of "Monthly Priority Leads" in the box provided.
  • Click "Submit".

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How do I assign reps to work leads in a particular territory ?
AgencyOffice allows you to assign the geographic territory (state, county, zip code) that a given rep can receive leads from.

To assign the lead territory for sub-agents:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Select the link under Geographic Area.
  • You'll be brought to a ProspectZone screen where you can view/modify your state(s), counties, and zip codes.

NOTE: You do not need to do anything with the bid price unless you are charging your reps for the leads.

  • Select the "Add" link next to either "State" or "County". You can select the area to add from the drop down menu in the pop-up window. Use the CTRL key to select more than one at a time.
  • Click "Update Bid".

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One of my sales agents has left and a new sales agent has taken their place. How do I change all the contact info and re-set the username/password for their account ?
The "Edit Account Information" screen allows you to update contact info (name, company, address, email, phone, fax) and reset the username and password. The sub-agent or the administrator can access this page to make updates.

To update account information for a sub-agent:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Update the appropriate fields.
  • Click "Submit".

NOTE: Check "Use this email address for Lead Profiles" to send leads to that same email address. The "Quote Email" field is the address that appears on emailed proposals. It is also the email address that is automatically copied to the BCC field of email proposals. You do not need to select the "Role", "Distribution" or "Lead Cost".
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How do I modify the lead delivery email for one of my reps?
Reps can change their lead delivery email address (or add a secondary email address) by logging into their account and updating the "Edit Account Info" page. The administrator can also update the lead delivery email address by following the steps in the question above.
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How do I turn on or off leads for an individual sub-agent?
The administrator of AgencyOffice can turn on or off the flow of leads to a particular subscriber at any time by accessing AgencyOffice and following these steps:

  • Log in to AgencyOffice as the administrator.
  • Select the "Subscribers" tab.
  • Choose the agent you want to modify from the list of subscribers.
  • Select the link under Profile Type that reads "Allotment (H)" or "Saver (H)".
  • Scroll down the page and change the "Status" to "Inactive/Active".
  • Click "Submit".

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Reports

Where can I view reports?
The "Reports" tab lists several available reports for the system. In general, the "Leads Distributed" report is the best at-a-glance report. You can view the lead name, who it was distributed to, the lead status (phoned, closed, processing, etc.) and notes on the account. Sort the list by clicking the column labels, or using the drop-down menu.

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Can I run complex searches on my leads?
Use the "Search Leads" feature to create complex searches using "and," "or," and "not" across any combination of fields.

  • Log in to AgencyOffice.
  • Click the "Reports" tab.
  • Click "Search Leads".
  • Use combinations of "and", "or", and "not" to search the lead database.

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Main Account Settings

Where can I view all the leads in the system?
When a lead is received in your system from any source, a copy of the lead is stored in the main account before being distributed to your sub-agents. The main BrokerOffice dashboard shows lead source statistics by day, week, and month.
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How can I change my quote engine settings?
On the Preferences tab of the Subscriber View you can control the settings for the consumer quote engine. For example, you have the option to require quote engine visitors to fill in certain fields, such as name and phone number.

To set your preferences:

  • Log in to your main AgencyOffice account.
  • Click "Preferences".
  • Click the "Edit" link under "Quote Engine Settings"
  • Select the options you want to appear on the quote engine. Check the "Required" box to set a field as a required field.

NOTE: Zip is the only field that you cannot change on the first page. This cannot be changed, because the quote engine runs rates based upon this field.

  • Click "submit".

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How can I redistribute a lead in the main system to my sub-agents?

  • Log in to AgencyOffice as the administrator.
  • Click the "Reports" tab.
  • Click "Search Leads".
  • Enter the information for the leads you want to redistribute.
  • Click "Search".
  • Click the "All Leads" link or the "Current Page" link.
  • Check the box next to the leads you want to redistribute, or click "Select All".
  • Click "Choose Bulk Operation".
  • Click "Redistribute Selected Leads".
  • Click "Redistribute Leads To Sub-agent".
  • Choose the agent you would like to redistribute leads to. If you want to redistribute leads to all sub-agents, leave the lower button checked.
  • Click "Confirm To Redistribute Leads".

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General

Is there a back-up of our leads database?
All data is automatically backed up daily. You can also manually export leads to a CSV (Comma Separated Value) file as often as you like..

To export leads to a CSV file:

  • Log in to your AgencyOffice account.
  • Click "Subscriber View".
  • Select "Advanced Search", located in the left column.
  • Select the criteria for the leads you want to back up. To export your entire database, leave the search criteria blank.
  • Click "Search".
  • Select the leads you want to export, or click "Select All".
  • Click "Export".

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Is there a way to print out address labels from our leads database?
To generate mailing labels from the database, export leads as described in the previous question. The resulting CSV (Comma Separated Values) file can be saved in Excel format and then used with a mail merge.
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Is there a mailable proposal format?
You can upload a custom cover sheet to fit existing window envelopes, allowing one-click mailable proposal packets. Contact Norvax Technical Support to get set up.
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I would like to start importing leads from another lead vendor. What do I need to do?
To receive leads from an external lead vendor in AgencyOffice, your system needs to be configured by our Support department. Contact us and let us know which vendor(s) you plan to buy leads from. We'll create a special email address for the lead vendor to send leads to. There is a one-time fee of $100 per lead vendor to set this up, and $.25 surcharge per lead.
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Will my reps be able to see the lead source?
Only the account administrator can see the actual source of the lead listed in the main subscriber account. Sub-agents will see the lead source as [YOUR COMPANY NAME].
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I am the administrator, and I also have an account to work my own leads. Which login should I use when?
For simplicity, use the administrator login. The individual login assigned to an account is just to access an individual account only. The administrator login gives access to all the accounts in the system, including your individual account.
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What email address will leads to my reps come from? Can I change this address?
By default, the email 'from' address is the same as the one configured in your system. To change this email:

  • Log in to AgencyOffice as the administrator.
  • Click "Edit Account Info".
  • Change the "Email" and "Quote Email" fields.
  • Click "Submit".

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How do I rate-up quotes in AgencyOffice?
In most cases, the Norvax quote engine defaults to display the preferred rates. Exceptions to this rule are noted next to the premium with a (P) for preferred rates or a (S) for standard rates. Due to carrier restrictions, the quote engine cannot provide more detailed underwriting information than this.
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How do I ask a question that is not on this list?
If you have other questions or concerns, please fill out a support request and someone from our Technical Support Department will contact you within 24-48 hours.

If you have a suggestion for a new FAQ topic, let us know by filling out a support ticket.

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