Agency Guide

Purpose

Use this guide to operate agency-level controls, assignments, and performance tracking workflows.

Who should use this guide

• Agency managers overseeing cross-tenant delivery
• Reseller/partner operators coordinating execution teams
• Leadership users monitoring operational performance

How to do it

• In Dashboard, click Agency to open the agency management workspace.
• Select the target account, tenant, or project context from the top selector.
• Open the relevant management tab (pipeline, assignments, performance, or operations).
• Create or update assignments and set owner + due dates.
• Save changes and confirm they appear in the overview dashboard widgets.
• Review unresolved items and escalate blocked work through agency workflow rules.

Scope selector (account / tenant / project context)

Where: Agency → Top context selector

Used for: Ensuring all agency actions and dashboards apply to the correct scope.

Configure

• Select the target account/tenant/project scope.

Use day-to-day

• Reconfirm scope before editing assignments or pipeline controls.

Pro tips

• If dashboards look empty, scope and filters are the first things to validate.

Pipeline / operations overview (what is in-flight)

Where: Agency → Pipeline / Operations tabs

Used for: High-level visibility of delivery work in-flight across tenants or teams.

Configure

Use day-to-day

• Review in-flight items and overdue work.
• Open items to assign owners and update due dates.

Pro tips

• Keep the pipeline “owned”: unowned items are guaranteed to become blockers.

Assignments (owners + due dates + escalation)

Where: Agency → Assignments

Used for: Making work accountable and preventing blocked/unowned operational queues.

Configure

Use day-to-day

• Assign owners to open items.
• Escalate blockers through your agency workflow rules.

Pro tips

• Capture a short note on why an item is blocked; it speeds up resolution.

Performance dashboards (KPIs + throughput)

Where: Agency → Performance

Used for: Monitoring outcomes and spotting systemic delivery issues early.

Configure

Use day-to-day

• Review daily performance KPIs.
• Identify the top drivers of delay and assign corrective actions.

Pro tips

• Use consistent time windows (e.g., last 7 days) for comparable trend checks.

Runbook

Daily checklist

• Validate active account scope before editing.
• Clear unassigned work items.
• Review top blockers and overdue assignments.
• Confirm daily handoff notes are complete.

Troubleshooting

• If scope is wrong, reselect account/tenant context first.
• If updates do not persist, check role permissions and required fields.
• If dashboards look empty, verify filters/date windows.