Avoid stacking heavy projects. Keep focus on calls and urgent work while coverage is reduced.
In-office daily priority order
Always work the highest-priority item available. Move down only when caught up.
1
Walk-in clients
Acknowledge immediately. Provide fast, professional service. Complete notes before moving on — even over an inbound call.
2
Inbound calls
Focus on first-call resolution. If resolvable in ~5 min, place on hold and handle live. Over 10 min — offer a callback unless they prefer to wait.
Goal: reduce callback backlog. Don't let it pile up.
3
Outbound service work & follow-ups
Return voicemails · Service chats · Carrier follow-ups · UW requests · Policy processing. Handle consistently — not just at end of day. All agents contribute equally.
Before starting outbound: finalize notes, schedule to-dos, close eAgent tabs from prior interactions.
4
Emails & to-dos
Work between calls — not as primary focus during busy periods. Inbox max 10 items; clear by end of week. To-dos: complete daily or reschedule. Max 10–15 overdue at any time.
5
Retention & cross-sell activity
Retain list calls · Policy reviews · Cross-sell outreach · Coverage reviews. Work during downtime once caught up on priorities 1–4.
6
Mail processing In-office only
Handle during downtime or workflow gaps. Higher priority: payments, required UW docs, required policy change docs. No call blocks for mail without approval.
Remote team — priority order Remote only
1
Inbound calls
Remote agents carry a heavier call share since there are no walk-ins.
2
Outbound service work & follow-ups
3
Emails & to-dos
4
Past-due tasks
5
Retention & cross-sell activity
Retain list calls · Policy reviews · Cross-sell outreach · Coverage reviews. Work during downtime once caught up on priorities 1–4.
Downtime is not for personal phone use, extended non-work conversations, or idle time.
Use this when something lands in front of you and you're not sure what to do first.
eAgent & workflow rules
Max 3 eAgent tabs open
More than 3 = stop, document, close completed tabs before continuing. No exceptions.
Document immediately
Notes, CRM updates, and to-dos after every interaction — before moving to the next client.
Communicate conflicts
Multiple urgent tasks at once? Talk to each other, determine highest urgency, coordinate — don't compete.
Inbox under 10
Keep organized throughout the day. Inbox cleared by end of week unless intentionally retained.
After every client interaction — in order
✓Complete the work
✓Document notes immediately
✓Schedule necessary to-dos
✓Save and update CRM
✓Close the eAgent tab
✓Move to next client
Client responsibility
If a client can handle something on their own, let them. Agents should not spend time doing tasks the client is capable of doing themselves — unless workload allows. Our time is prioritized for work only we can do.
Mail processing In-office only
Lowest operational priority — handle during downtime or between workflow gaps only. No blocking calls for mail without approval.
Only if team is significantly behind. Max 15–20 min. Requires approval.
Commercial servicing — Jessica Nichols
Commercial renewals, UW requests, and servicing should be managed in a structured 1–2 hour block, typically end of afternoon — while maintaining regular service workflow for the rest of the day.
Additional training
Extra videos or roleplays may be completed during downtime if workload allows. Training must never interfere with service work, overdue tasks, follow-ups, or client responsibilities.
This is the required standard setup for every agent, every day. Choose your configuration below and follow each screen exactly as described.
Reference screenshot — click to enlarge
🔍 Click to expand full screenshot
✕
Screen 1
Vertical monitor — far left
Keeps agency resources and your inbox visible at all times without taking up a primary work screen.
Top — always open
Agent Processes (KOI)
Google Calendar (shared team calendar)
Bottom — always open
Outlook or Slack (personal preference)
Screen 2
Microsoft Edge — Allstate & client apps
This is the only browser for Allstate applications. Do not use Chrome or any other browser for Allstate programs.
Always open — keep these tabs open all day
Gateway
eAgent
Hearsay / Yext
Open as needed — close immediately when task is complete
Total Recall
ASIC
Other Allstate carrier websites
Do not leave unused tabs open. Close any non-core tab as soon as you are done with it. This browser stays clean and focused on client work only.
Screen 3
Google Chrome — non-Allstate tools & resources
Reference tools, research, and agency resources. Nothing Allstate-related belongs here.
Standard tabs — keep open throughout the day
BCPAO — Brevard County Property Appraiser
Insuralytix
ChatGPT
Open as needed
Agency internal tools
Reference and research sites
Training resources
Still manage your tabs here — close anything you are no longer actively using.
Screen 4
Bottom center — communication hub
Your phone and messaging are always visible here. This screen should never be buried or minimized.
Always open — both apps visible at all times
RingCentral softphone (required — always visible)
Slack or Outlook (whichever is not on Screen 1)
Reference screenshot — click to enlarge
🔍 Click to expand full screenshot
✕
Screen 1
Top left — Microsoft Edge — Allstate & client apps
This is the only browser for Allstate applications. Do not use Chrome or any other browser for Allstate programs.
Always open — keep these tabs open all day
Gateway
eAgent
Hearsay / Yext
Open as needed — close immediately when task is complete
Total Recall
ASIC
Other Allstate carrier websites
Do not leave unused tabs open. Close any non-core tab as soon as you are done with it. This browser stays clean and focused on client work only.
Screen 2
Top right — Google Chrome + agency tools
Non-Allstate resources, agency tools, and your calendar all live here. In this setup, Agent Processes and your messaging app also share this screen since there is no dedicated vertical monitor.
Browser tabs (Chrome) — keep open throughout the day
BCPAO — Brevard County Property Appraiser
Insuralytix
ChatGPT
Agent Processes (KOI)
Google Calendar (shared team calendar)
Also open alongside Chrome on this screen
Outlook or Slack (personal preference)
Keep tabs managed — close anything not actively in use.
Screen 3
Bottom center (laptop) — communication hub
Your phone and messaging are always visible here. This screen should never be buried or minimized.
Always open — both apps visible at all times
RingCentral softphone (required — always visible)
Slack or Outlook (whichever is not on Screen 2)
This setup is standard and should not be altered without prior approval. If you need an alternative arrangement, discuss it with your direct supervisor — they will work with you to find an option that still maintains workflow efficiency.
