Team Management and Role-Based Workstation Views: Manager Dashboard, CBP Queue, UW Work Queue, and Admin Configuration

How InsightUW gives a Healthcare team manager real-time visibility into workload distribution, SLA compliance, and individual performance — while each team member sees only the submissions and actions relevant to their role.

The Problem

Underwriting operations is a team sport, but most underwriting platforms treat it as if every user is the same. The manager, the senior underwriter, the junior analyst, the CBP (Centralized Business Processing) team member, and the admin all see the same screens, the same queues, and the same data.

The consequences:

• Managers have no dashboard. They open the same submission list as everyone else and manually count how many submissions each person has, which ones are overdue, and who is overloaded.
• Underwriting Assistants see underwriting actions they cannot perform. Quote buttons appear for users without quoting authority, creating confusion and errors.
• Junior underwriters see senior-authority submissions. A $50M Excess Healthcare submission sits in the same queue as a $2M GL, with no indication that one requires senior approval.
• Team-to-LOB mapping is informal. "Everyone knows" that the Healthcare team handles Healthcare submissions — but the system does not enforce it, and new hires get submissions for LOBs they are not trained on.
• SLA tracking is reactive. The manager discovers a breached SLA after the broker complains, not before.

The InsightUW Approach

InsightUW implements a role-based workstation architecture with four distinct views: Manager Dashboard, CBP Work Queue, Underwriter Work Queue, and Admin Configuration. Each view surfaces exactly the data, actions, and metrics relevant to that role.

Role Hierarchy and Permissions

InsightUW defines a clear role hierarchy with specific permissions for each role:

Team Structure and LOB Mapping

Teams are organizational units mapped to specific LOBs. This mapping drives assignment routing and queue visibility.

Manager Dashboard

The Manager Dashboard provides Catherine Walsh with real-time visibility into her Healthcare team's operations:

Manager Actions: Reassignment

When Catherine sees Michael Torres is at 90% utilization with an SLA breach, she can reassign submissions:

CBP Work Queue

The CBP (Centralized Business Processing) queue shows Anna Rodriguez and Chris Patel only the intake tasks they are responsible for — creating submissions, uploading documents, triggering extraction, and managing broker correspondence.

Note that the Underwriting Assistant cannot see quote, bind, or decline actions. The interface only shows tasks and actions appropriate to their role.

Underwriter Work Queue

Jennifer Santos sees her personal work queue with only the submissions assigned to her, filtered by her team's LOBs:

Note the within authority flag on the $15M submission — Jennifer can see it and work it, but the system will enforce that she refers to Dr. Robert Kim (Senior UW, $25M authority) before quoting.

The Scenario

A broker submits a Hospital Professional Liability application for Sunrise Regional Health Network — a 450-bed hospital system in Southern California requesting $15M coverage. The submission flows through the Healthcare team's entire pipeline.

What Happens in InsightUW (Timeline)

Manager Visibility Throughout

Catherine Walsh can see every step of this process in real-time on her Manager Dashboard. She does not need to ask Jennifer for a status update, check a spreadsheet, or open the submission herself. The dashboard tells her:

• Sunrise Regional Health Network is in Jennifer's queue
• The SLA is at risk (10 hours remaining)
• A referral to Dr. Kim is pending
• The quote was issued at 11:00 AM — SLA met

Admin Configuration

The Admin role can configure teams, roles, LOB mappings, and SLA rules through the Admin Config Panel:

Metrics: Before and After InsightUW Team Management

Key Takeaways

1. Role-based views eliminate noise. Underwriting Assistants see intake tasks, underwriters see their queue, managers see metrics. Nobody is overwhelmed with irrelevant information.

2. The Manager Dashboard replaces spreadsheets. Real-time workload, SLA compliance, and pipeline visibility — without opening a single submission.

3. Team-to-LOB mapping enforces specialization. Healthcare submissions go to the Healthcare team. No misrouting, no untrained analysts handling unfamiliar LOBs.

4. Authority limits are enforced, not suggested. The state machine prevents a $10M-authority underwriter from quoting a $15M risk without senior approval.

5. SLA management shifts from reactive to proactive. At-risk alerts let managers intervene before breaches occur, not after brokers complain.

Ready to give your managers real visibility and your team members clear focus? InsightUW's role-based workstation views transform team management from guesswork to data-driven operations.

Schedule a Team Management Demo →