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Workflow Assist™ with XactAnalysis® Insights

Xiao Mei

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

Need Help?

 

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:

  1. Total XactAnalysis assignments
  2. Proportion of total XactAnalysis assignments with a matching HM case (count & % of prior rung)
  3. Proportion of HM matches that are Opted-In to messaging (count & % of prior rung)
  4. Proportion of matched & opted-in cases with at least one corresponding partner message (count & % of prior rung)
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.

  • When the assigned adjuster is an IA, Group Name = "IA".
  • Group Name will be null when the extracted adjuster does not roll up to a group in Hi Marley
Adjuster Assignments & Key Events

The Adjuster level assignment counts, match rates and frequency of key events.

  • When the assigned adjuster is an IA, it will display "IA" + the IA email address as the Adjuster Name.
  • A blank adjuster name means the extracted Adjuster Name & email from the desk assignment event does not map to any user in the Hi Marley app and is not an IA

 

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

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