Table of Contents
Overview
What is Workflow Assist?
Why It Matters
Who Can Access It
Dashboard Filters
Insights Sections
1. XactAnalysis Assignments
2. XactAnalysis Event Utilization
3. Cycle Times
4. Monitoring & Health
Overview
Workflow Assist™ with XactAnalysis® Insights gives carriers a powerful way to measure how well Hi Marley’s Verisk™ integration is working across their claims process. It helps identify automation opportunities, track messaging impact, and uncover performance gaps—so you can keep communication timely and policyholders informed.
What Is Workflow Assist?
Workflow Assist is a Hi Marley solution that uses events from XactAnalysis to automatically send SMS updates to policyholders. Workflow Assist Insights provides visibility into how those automations are performing—from case matching and messaging rates to event usage and cycle time trends.
Only carriers with Workflow Assist enabled can access this dashboard.
Why It Matters
With Workflow Assist Insights, you can:
- Track automation effectiveness
- Identify underutilized event triggers
- Pinpoint adoption issues by adjuster or group
- Improve communication timing and reduce follow-ups
Who Can Access This?
You can find Workflow Assist Insights under the Insights module in the Hi Marley platform (bottom-left). From there, select the Workflow Assist tab (top-right). Access is limited to carriers with the functionality enabled and users with the following roles:
- Admins
- Analysts
Dashboard Filters
Filter your view to target the data that matters most:
- Assignment Date
- XactAnalysis Dataset ID
- Hi Marley Match Status
- Independent Adjuster (IA) flag
- File Closed status
- Field Group Name / Field Adjuster
- Desk Group Name / Desk Adjuster
- Cycle Time Metric (affects only the Cycle Time section)
Insights Sections
1. XactAnalysis Assignments
See total XactAnalysis assignments and how many matched to a Hi Marley case. You’ll also see:
- Match % for XactAnalysis assignments
- % of matched cases that sent automated messages
- Average number of partner messages per match
Low match rates? That’s a sign to improve case creation consistency to unlock automation.
| Image | Metric | Definition |
| XactAnalysis Assignments | The number of XactAnalysis (XA) assignments created during the timeframe specified. | |
| % Hi Marley Match Rate | The % of XactAnalysis assignments which have a matching Hi Marley case based on claim number, owner name, and owner phone email. | |
| Matches with Partner Messages | The number of XactAnalysis assignments with a matching case in Hi Marley and at least 1 automated outbound Partner Message during the selected timeframe. | |
| Partner Messages per Match | The average number of outbound partner messages per matching Hi Marley case | |
| XactAnalysis & Hi Marley Performance Funnel |
The funnel view contains 4 rungs:
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| Trending HM Match Rates | This view displays both the raw count of matched HM cases and the % of XactAnalysis assignments with a HM match on a weekly trending basis, including the current week |
2. XactAnalysis Event Utilization
Get a detailed look at how often key XactAnalysis events are being used, including:
- Appointments Scheduled
- Site Inspections
- QA Approvals
- Job Starts / Completions
Breakdowns are available by:
- Staff vs. IA
- Dataset
- Adjuster or Group
Use this data to improve consistency and trigger more timely messaging.
| Image | Metric | Definition |
| Key Event Utilization on Closed Files | A weekly breakdown of the number of closed assignments, based on the "File Closed" XactAnalysis event, and the % of those assignments with key events utilized, including Appointments Scheduled, Sites Inspected, Clients Approved and QA Approved | |
| Prior Week Key Event Utilization vs. Average | The % of assignments for the prior week that utilize each key event compared to the rolling 4 week average usage of that event. This can be utilized to observe usage of key events against this benchmark figure to identify changes or opportunity areas | |
| Key Event Utilization - Staff vs. IA | The % of assignments created in the selected timeframe that utilize each key event, cut by if the file was assigned to an IA or not. This can be utilized to compare the frequency of event usage between IA and Staff adjusters | |
| XactAnalysis Dataset Assignments & Key Events | The XactAnalysis Dataset level assignment counts, match rates and frequency of key events | |
| HM Group Assignments & Key Events |
The HM Group level assignment counts, match rates and frequency of key events.
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| Adjuster Assignments & Key Events |
The Adjuster level assignment counts, match rates and frequency of key events.
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3. Cycle Times
Track how long it takes to move through stages of the claims process. You can:
- Choose a specific cycle time metric (e.g., Assignment to Inspection)
- See monthly trends across XactAnalysis Datasets
- Benchmark group performance
There’s also a Cycle Time Components view that breaks down each segment of the full workflow—great for spotting slowdowns.
| Image | Metric | Definition |
| Selected Cycle Time monthly trending and current averages | Using the "Select Cycle Time Metric" filter on the right side of the filter pane, you can influence which cycle time this view will display. When filtered to a cycle time of interest, the view shows the average monthly cycle time by XactAnalysis Dataset for the past 3 complete months. The right side displays the overall averages for the selected cycle time. (Please note that certain selectable cycle times may not be available to your Organization if you do not utilize certain XactAnalysis events) |
4. Monitoring & Health
Ensure partner messages are flowing as expected:
- View total message volume by type
- Monitor how often each XactAnalysis event triggers a message
- Track how long it’s been since a message was sent
- Filter by adjuster type or dataset
Helpful for confirming configuration health or diagnosing gaps in usage.
| Image | Metric | Definition |
| Trending Matches with Partner Messages | Displays the weekly trending count of matched Hi Marley assignments and the relative % of those matches containing an automated Partner Messages, including the current week | |
| Total Partner Messages by Type | Displays the total count of Partner Messages by message type or subject. This view gives insight into which message types are being utilized the most and least | |
| Event Level Partner Message Detail | For key XactAnalysis events, how frequently are automated Partner Messages being sent? | |
| Staff & IA XactAnalysis Dataset Level Partner Messages | For key XactAnalysis events, how frequently are automated Partner Messages being sent on a adjuster type and XactAnalysis Dataset level? | |
| Days Since Last Partner Message | How many days have elapses since the last automated Partner Message was sent by message type |
Need Help?
If you’d like help interpreting your dashboard, optimizing match rates, or adjusting which XactAnalysis events trigger messages, reach out to your Customer Success Manager or Pilot Contact