Simply log into Swoop and click on the 'Insights' tab in the main navigation menu at the top of your screen. From there, your Insights Dashboard Table of Contents will automatically load. In the Table of Contents, you can also navigate to the Payments report or check out the Raw Job Data tab (previously called "Reports" within the former Swoop Reporting tab).

The Insights Dashboard is your go-to tool for staying on top of your business performance. It’s the only place where you can access a full view of how your team is performing, ensuring you stay on track and competitive in the market. Whether you want to improve key metrics or simply keep an eye on your progress, the dashboard provides everything you need to succeed.

Here’s what you can find: 

• Performance Summary: Keep your finger on the pulse of your business by tracking essential metrics like completion rate and NPS. Compare yourself with top providers in your area and identify opportunities to improve.
• Job Volume Insights: Understand how your performance impacts the number of jobs you receive, uncovering opportunities for growth and enabling you to make adjustments that boost your market share.
• Volume Simulator: Estimate changes in your job offer volume over the past 30 days by simulating improvements to your key performance metrics - providing you with valuable insight based on past trends. 
• Cost Comparison: Gain clarity on your financials by comparing your costs to competitors, allowing you to make smarter, more informed financial decisions.
• Driver Performance & Damage Claims: Monitor individual driver performance and track any damage claims

For the Performance Summary and Performance Details Pages:

The selection metrics displayed in these tabs are showing your average values for a single moment in time, as determined by the selected date range (with most recent 30 days being shown by default).

For instance, if looking at April 1 to April 5: Add up all NPS scores from April 1 to April 5, divide that by the number of surveys and you'll get the score shown on your Performance Summary and Performance Details tabs.*

*If your dispatch or survey response count does not meet our minimum required for the lookback period, a default value is used. We also do not count NPS scores where you are not the first provider dispatched.

For the Volume Simulator Tab:

On the Volume Simulator page, the values shown are averages of your daily selection metrics over the past 30 days, where each daily selection metric is calculated using its own lookback period (on each day, we use a Completion Rate lookback period of 45 days and an NPS lookback period of 30 days*).

So you could think of this as a 30-day average of daily averages.

*Consider this: if you viewed your Recent Selection NPS in the Volume Simulator on April 1st, survey scores from as early as 60 days prior would be part of the math. 

*If, on a given day, your dispatch or survey response count does not meet our minimum required for the lookback period, a default value is used.

Auto-Assign is the process we use to digitally offer jobs to providers. You will never receive an auto-assigned job via email or phone call - these jobs typically come through our digital intake channels, such as a customer's mobile app. 

Manual Assign jobs, on the other hand, are offered via email or phone call rather than through the digital auto-assignment system. 

If you're a road-only service provider and notice a small number of "tow" job offers in your Insights report, don't be alarmed. This may happen because: 

1. The job was initially a tow request, but the customer switched to a road-only service.

2. The job was set up as a road service with a possible tow. 

These cases should be minimal. If you see a high number of job offers for services you don't provide, contact the Provider Advocate Group to review your service setup. 

Most pages of the dashboard only show in-territory, auto-assign jobs. The exceptions are driver performance and raw job data which show ALL of your data.

For example, if you were a provider where all of your offers and dispatches were manual assign, then you would only see that data on the driver performance job data tabs. 

NPS is a measure of your customers' satisfaction with the service provided. NPS can be improved by arriving within your ETA, engaging politely with the customer, having a well-maintained truck and/or uniform and other common sense tips.

Note that we do not count NPS scores for jobs where you may be the second provider dispatched. Also also use a placeholder score if your NPS survey response rate is very low.

Check out our recent blog post on NPS for more information on what NPS is, how it's calculated, what we consider a good score and why we choose to use NPS feedback as a measure of job quality.

Dive into the Agero Provider Handbook, particularly pages 18-22, for an in-depth exploration of our community guidelines. Here, we explain how important you are as a crucial part of our brand, highlighting that customer satisfaction/NPS is our top priority for everyone.

Your completion is the percentage of jobs that are given a "Completed" terminal status out of the number of jobs you accept excluding the jobs that are canceled by us or our customers within the first 15 minutes after you accept the job. 

With completion rate included in Agero selection and responsible, in part, for determining your job volume, understanding how completion rate works is more critical than ever. For a comprehensive guide to improving your completion rate performance, check out this article. 

If you're looking to re-negotiate your rates with us, please reach out to the Provider Advocate Group. Please note that submitting an adjustment request does not guarantee that you will receive an adjustment. 

If you're looking to modify your territory and change your zip codes, please head on over to PAG. To check out your zip codes in Swoop, read this article that provides detailed instructions on where to find your business details in Swoop. 

"Auto-Rejected" means that you or your dispatcher did not respond to an auto-assigned job before it expired. Expired jobs count as a rejection and negatively impact your acceptance rate. 

A job may be marked as "Agero Rejected" if your response did not meet your acceptance criteria. For example, if you attempted to accept a job but provided an ETA that was too high, we may have rejected the offer. 

ETA Accuracy is based on how closely your Actual Time of Arrival (ATA) matches your provided Estimated Time of Arrival (ETA). 

If your ATA is equal to or earlier than your provided ETA, that job counts toward your ETA accuracy. 

If a job is missing an ATA, it is not included in the calculation. 

Example: If your provide an ETA of 80 mins but arrive in 60 mins, that job contributes positively to your ETA accuracy. 

The formula is: 

(Number of jobs where ATA is less than or equal to ETA) divided by (total jobs with both ETA and ATA recorded). 

If you have any questions in regard to the dashboard drop them here directly to PAG. Use the dropdown on the form labeled 'New SP Performance Insights Report' shown in the video demo here.