PDF Processing Guide

Master the art of processing APEX alert PDFs and creating tasks in AgencyZoom.

Getting Alerts PDF from APEX

Before you can upload and process alerts, you need to export them from APEX. Follow these steps carefully:

Navigate to Alerts List

In APEX, go to the Critical & Pending Alerts section and click on the Unworked tab.

Select All Alerts

Click the checkbox in the title bar to select all rows displayed on the page.

Generate PDF

Click the Generate Excel/PDF menu, then click PDF and choose a location to save the document.

Mark Alerts as Processed

After saving the PDF, click Process Alert(s) to mark all alerts contained in the PDF as processed. This prevents them from being accidentally included in future exports.

Important: Mark Alerts as Processed

Always mark alerts as processed in APEX after exporting them to PDF. This ensures you don't create duplicate tasks in AgencyZoom by accidentally including the same alerts in multiple exports.

Uploading PDFs

There are two convenient ways to upload APEX alert PDFs to the system:

Method 1: Upload Button
  1. Click the Upload PDF button in the dashboard
  2. Select a PDF file from your computer using the file browser
  3. Click Upload to process the file
Method 2: Drag and Drop
  1. Drag a PDF file from your computer
  2. Drop it onto the "Your PDF Files" card in the dashboard
  3. The file will automatically begin uploading
Upload Tips
  • Only PDF files are accepted. Other file types will be rejected
  • Maximum file size is 20MB
  • The system automatically analyzes the PDF to determine its type
  • Wait for the "Uploading" progress indicator to complete before navigating away

Understanding PDF Details

After uploading a PDF, you'll see detailed information about the file and its contents:

File Information Panel

  • Filename: The name of the uploaded PDF
  • Upload Time: When the file was uploaded
  • Type: The detected PDF type (e.g., APEX Alerts, Renewals, Claims)
  • Agency Codes: Any detected agency codes from the PDF
  • Status: Current processing status (Pending, Processing, Completed, Failed)

Status Distribution Bar

The visual progress bar shows a real-time breakdown of row statuses:

Unprocessed Not yet processed
Processing Currently processing
Processed Successfully completed
Failed Encountered errors
Skipped Intentionally skipped

Processing PDF Rows

Step-by-Step Processing

Select Rows

Check the boxes next to the rows you want to process. Use "Select All" for bulk selection or filter by status first.

Choose CSR Assignment

Select one or more CSRs from the dropdown. Options include:

  • Specific CSR(s): Select individual team members
  • CSR Associated with the Policy: Use AgencyZoom's existing assignment
Enable Round Robin (Optional)

When multiple CSRs are selected, enable "Round Robin Assignment" to distribute tasks evenly. A preview shows the distribution.

Process Selected

Click "Process Selected" to start. The system will:

  • Search for matching customers in AgencyZoom
  • Create tasks assigned to the chosen CSR(s)
  • Update row statuses in real-time

Round Robin Assignment

The round robin feature helps distribute work evenly across your team:

  • Tasks are assigned in sequence: CSR 1 → CSR 2 → CSR 3 → CSR 1...
  • The preview shows exactly how many tasks each CSR will receive
  • The assignment order is maintained across the entire batch
  • Perfect for agencies wanting equal task distribution

Advanced Processing Features

Row Grouping

The system automatically groups duplicate alerts to prevent creating multiple tasks:

  • Rows are grouped by: Alert Category, Sub-Category, Due Date, and Policy Number
  • A single task is created for each group with combined details
  • The task includes a note indicating how many alerts were grouped
  • This reduces task clutter and improves CSR efficiency

Smart Customer Matching

The system uses multiple strategies to find customers:

  1. Policy Mapping Cache: Checks your team's existing policy mappings first
  2. Direct Policy Search: Searches AgencyZoom by policy number
  3. Name Matching: Falls back to customer name search if needed
  4. Manual Override: Edit the AZ ID manually in row details if automatic matching fails

Batch Operations

  • Select All: Select all visible rows with one click
  • Filter then Select: Use status filters, then select all matching rows
  • Process in Batches: Process hundreds of rows in organized batches
  • Skip Rows: Mark rows as skipped if they don't need processing

Modifying PDF Status

Sometimes you may need to modify a PDF's status after processing. This power user feature allows you to:

Click the Edit button next to the status in the File Information panel

Select a new status from the dropdown menu

Review the warning about what will happen to the rows

Confirm the change to apply it

Common Use Cases

  • Completed → Pending: Resets all processed rows to unprocessed for reprocessing
  • Processing → Pending: Resets stuck processing rows to unprocessed
  • Any → Failed: Marks the PDF as failed if you encounter issues
Status Change Effects

Changing a PDF's status can reset row statuses and clear CSR selections. Always review the warning message before confirming changes.

Common Processing Issues

Solutions:

  1. Create the customer in AgencyZoom first, then retry processing
  2. Click "Details" on the row and manually enter the correct AZ Customer ID
  3. Check for name variations (e.g., "Bob" vs "Robert")
  4. Verify the policy number matches exactly in both systems

Solutions:

  1. Wait a few minutes - processing can take time for large batches
  2. Check your internet connection
  3. Use the PDF status modification feature to reset to "Pending"
  4. Contact support if the issue persists

Solutions:

  1. Process smaller batches of rows at a time
  2. Wait for the rate limit to reset (usually within an hour)
  3. Contact support if you need a rate limit increase
  4. Consider spreading processing throughout the day

PDF Processing Best Practices

Do:
  • Process alerts promptly after exporting from APEX
  • Review failed rows and fix customer data issues
  • Use round-robin for fair task distribution
  • Take advantage of automatic row grouping
  • Monitor the real-time status updates
Don't:
  • Process the same PDF multiple times
  • Ignore failed rows without investigating
  • Process too many rows at once if hitting rate limits
  • Change PDF status without understanding the impact
  • Navigate away while uploads are in progress