Total Loss Assist Insights

Table of Contents

Introduction

     How to Access

     Filter Options

Total Loss Assist Insights Sections

     Total Loss Assignments

     Cycle Time

     Adjuster Details

     Cycle Time Details

     Release Issues

     Conversational Insights

     Quality Control

Introduction

Total Loss Assist Insights dashboard provides users who have enabled Total Loss Assist detailed insight into their total loss operations via Hi Marley conversational and Copart assignment data. It will give users an understanding of how effective the TLA automated actions are by knowing the match and opt in rate of the corresponding Hi Marley cases. With a TLA insights, users will get actionable insight into their Total Loss Cycle times and performance indicators.

 

How to access

Total Loss Assist Insights can be found by clicking the Insights module (bottom left) and then the Total Loss Assist tab (upper right). The Total Loss Assist tab is accessible to operators with:

• ROLES: ADMIN and/or ANALYST 
• Only when a carrier has enabled Total Loss Assist

 

Filter Options

Users of the dashboard can filter on the following fields at the top:

• Assignment Date
• Vehicle Location Type Name
  • Business (i.e at a shop)
  • Residence
• Copart Seller Code

 

Total Loss Assist Insights Sections

Total Loss Assignments

This section will inform you of the total number of Copart assignments received during the timeframe (based on assignment date), along with the Hi Marley case match % and opt-in % of those cases. 

A Hi Marley case match is required for the Total Loss Assist automated messages to fire and a low % is an indicator to increase Hi Marley case adoption for total loss claims to ensure effectiveness of the solution.

Image	Metric	Definition
	Total Loss Assignments	The number of Copart assignments created during the timeframe specified.
	% Hi Marley Case Match Rate	The % of Copart assignments which had a matching Hi Marley case based on claim number, owner name, and owner phone number.
	Matched Assignments	The total number of Copart assignments which had a matching Hi Marley case.
	Opt-In Rate %	The % of matching Hi Marley cases where the end user has opted-in by replying with an affirmative response ("Yes").

 

Cycle Time

The cycle time section shows you the total number of Copart assignments which have reached the "Clear for Pickup" stage, meaning that Copart has confirmed that the vehicle can be retrieved from its location and brought to a Copart yard. It also means there are no outstanding release issues and the time from Copart Assignment to Vehicle Cleared for Pickup is one of the most impactful cycle time indicators for total loss operations for a carrier.

Image	Metric	Definition
	Assignments Cleared for Pickup	Total number of Copart assignments which have reached the "Clear for Pickup" stage in the process.
	Average # of Days from Copart Assignment to Cleared for Pickup	Average cycle time in days from Copart Assignment to Vehicle Clear for Pickup events across all assignments.
	Median # of Days from Copart Assignment to Cleared for Pickup	Median cycle time in days from Copart Assignment to Vehicle Clear for Pickup events across all assignments.
	Operator TTFC (Time to First Contact) % < 24 hours	The % of matching Hi Marley cases where the operator time to first contact was less than 24 hours.
	Weekly Average/Median Time from Assignment to Cleared for Pickup.	The week by week view of the average and median Assignment to Clear for Pickup time based on the date the vehicle was Cleared for Pickup. NOTE: The most recent week artificially inflates cycle time, as incomplete weeks have a higher proportion of assignments that began in previous weeks.
	TLA Assignment by Status (Open/Checked In)	Based on Assignment date, a week by week breakdown of the number of Copart Assignments that are still open (i.e. not checked in) vs. checked in.

 

Adjuster Details

The Adjuster Details section breaks down the volume of assignments, average cycle time, and status of assignments by adjuster. It looks at both the adjuster assigned in the Copart Seller Portal (ASSIGNMENT role) as well as the adjuster assigned as the primary operator in Hi Marley. 

Image	Metric	Definition
	Copart Assignments by Assignment Adjuster	Based on the name and email of adjuster assigned in Copart (Assignment role), it shows the average days from assignment to clear for pickup, all total loss assignments, and how many of those assignments are open vs. closed.
	Median Operator Response Time	For matching Hi Marley cases, the median response time of operators. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted.
	Median Customer Response Time	For matching Hi Marley cases, the median response time for customers to reply to operators when the user is a primary operator. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted.
	Copart Assignments by Hi Marley Operator	Based on the name and email of adjuster assigned in Hi Marley (primary operator), it shows the average days from assignment to clear for pickup, all total loss assignments, and how many of those assignments are open vs. closed. NO_MATCH in the operator columns means there was no matching Hi Marley case for those Copart assignments.

 

Cycle Time Details

This section will breakdown the volume of Copart Assignments along with cycle time metrics by Copart Seller Code, shop, and US state. Copart Seller Code is a unique identifier to segment insurance carrier Copart assignment workloads by various facets (region, brand, type, etc.). Carriers can leverage the Seller Codes to segment in a unique way.

Image	Metric	Definition
	Cycle Time by Seller Code	Total volume of Copart Assignments (blue bars) along with average cycle time from assignment to clear for pickup (green line/area) by Copart Seller Code.
	Cycle Time by Shop	Total number of Copart Assignments and average cycle time from assignment to clear for pickup by vehicle location. Locations of HOME, RESIDENCE, INSURED RESIDENCE can all imply the vehicle is not at a shop or yard and is at the owner's home.
	Cycle Time by State	Total number of Copart Assignments and average cycle time from assignment to clear for pickup by US State of the vehicle location at pickup.

 

Release Issues

The release issue section will provide insights into how Copart vehicle release issues are impacting total loss operations. It will show the overall occurrence of release issues across Copart Assignments and breakdown release issues types by volume and cycle time.

Image	Metric	Definition
	Total Loss Assignments with Release Issues % of Total Loss Assignments have Release Issues	The total number of Copart Assignments that had 1 or more release issues, along with the overall % of Copart Assignments that had 1 or more release issues across all release issue types.
	Assignments with Release Issues by Week	The volume of release issues (green bar) along with the % of Copart Assignments with release issues (blue line) by week.
	Release Issue Description Distribution	The volume of release issues by type (ex: VERBAL RELEASE REQUIRED, LANGUAGE BARRIER, etc.)
	Release Issue - Time to Resolution	The average days from release issue creation to resolution release issue by type.

 

Conversational Insights

Conversational Insights will show you the Hi Marley conversational analytics data for all matching Hi Marley cases based on the filter set. It will provide an understanding of the Total Loss Assist message template usage, along sentiment, translation usage, and survey results if those features are used. 

Image	Metric	Definition
	Template Usage by Week	The total volume of messages sent using Total Loss Assist message templates by week (green bars) along with the % of overall messages (grey line).
	Conversation Sentiment Score	A weighted average of customer message sentiment (positive, neutral, and negative). Scores range from -100 to 100: ideally scores are above 5.0 (indicating at least 6 positive messages for every 1 negative). Reach out to your CSM for strategies to improve your your overall score.
	Customer Message Sentiment Distribution	Distribution of customer message sentiment. A single message can have elements that are positive, negative, and neutral (ex: "I like working with you, but I'm unhappy with how many steps there are in this process" ). This demonstrates the overall distribution of sentiment across all inbound messages as an indication of end user experience throughout the lifecycle of their claim
	Translated Case Count	Count of translated cases (from english to another language)
	Translated Cases (Hi Marley matches)	Weekly trend: percent of total cases that are translated
	Translation Distribution	Distribution of languages leveraged, where translation was used
	Average Survey Score	Average survey score
	Number of Surveys Completed	Count of surveys completed
	Survey Response Rate	Percent of surveys sent to end users that have received a response
	Survey Scores	A weekly trend of survey count, average score, and distribution

 

Quality Control

The Quality Control section allows for a tabular view of all Copart assignments and corresponding Hi Marley matching cases to spot check how the matches are occurring and review other fields around Copart and Hi Marley assignment. It also will show if a Hi Marley operator exists for the correspond Copart adjuster assigned based on matching emails.

Image	Metric	Definition
	All TLA Assignments	For every Copart Assignment received, show the lot ID # along with the claim ID in Copart and if a Hi Marley matching case is found, the claim number in Hi Marley (Reference ID). It will also show several other Copart & Hi Marley fields (where a case match was found) for analysis.
	% of Assignment Adjusters in Hi Marley	Based on the Copart Assignments, the overall % of adjusters assigned in Copart that have a corresponding Hi Marley user based on email. The email has to match exactly. A low % indicates that the missing Copart adjuster assignees should be added as Hi Marley operators to ensure the auto-assign and release issue notifications are able to be performed.
	Assignment Adjusters	A tabular view showing the name and email of the adjuster assigned in the Copart Seller Portal (assignment role) and a Yes/No if that email has a corresponding user in Hi Marley. A 'No' indicates that the auto-assign and release issue notifications are not able to be performed for any Copart assignments that are assigned to that user until a Hi Marley operator for that user is created.