Use this report to review the sync status for all applicable policies, accounts, carriers and institutions.
What the Report Includes
The Swivel Sync Report shows products that meet both of the following criteria:
The policy has a status indicator of Pending or Open, and
The policy is associated to a connected institution in Swivel Sync
đ Tip: These are the same criteria used by the Sync Activity dashboard, so the report and the dashboard always show the same set of policies. If you don't see a policy you expected, see đ What Makes a Policy Syncable for the full criteria.
Running the Report
From the main menu, go to Reports.
Find the Swivel Sync Report tile > click Run Report.
Go to Search bar > enter a contact or product number to find a specific policy or account.
Click the Filter button > Select any additional criteria to drill down your results using the following options > click Filter.
Sync Status
Sync Source
Connected Institution
Product Line
Product Type
Products
Agents
Clicking the Sync button located next to a policy or account to manually initiate a force sync request.
đ Tip: You can also access the Swivel Sync Report directly from the đ Swivel Sync Dashboard > Sync Activity > clicking any of the status metrics. Clicking any status metric will navigate to the respective, filtered Swivel Sync Report.
Sync Statuses Explained
Each product in the report is assigned a sync status based on its sync attempt activity over a rolling 7-day period:
Sync Status | Definition |
Success | The product has had at least one successful sync attempt in the last 7 days. |
Not Found | The product has had one or more âNot Foundâ attempts in the last 7 days, and no successful sync attempts during that window.
|
Not Yet Synced | The product has had no sync attempts in the last 7 days, or has had attempts but none have succeeded yet.
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Troubleshooting Sync Results
If a policy or account isnât returning the values you expect, this section is the place to start. The same troubleshooting steps apply whether the sync was triggered by force sync (manually requested from a contact record or the Swivel Sync Report) or background sync (the automatic daily queue), and they cover both common result types:
Success, but values donât update as expected â the sync attempt completes, but values in Swivel stay the same.
Not Found â Swivel Sync was unable to locate the policy on the carrier or institution site using the data on file.
Two common scenarios are covered below.
Investigating Unexpected Sync Results (Success or Not Found)
Match your symptom to the table below, then work through the checklist that follows. The same checks apply whether the sync was triggered manually (force sync) or ran in the automatic background queue.
Sync Result | What It Means |
Not Found | Swivel Sync could not locate the policy on the carrier or institution site using the data on file. |
Success, but values donât update as expected | The sync attempt completed, but the carrier is no longer returning current values for the policy. |
Both symptoms most often share the same handful of root causes:
A mismatched policy or account number between Swivel and the carrier site
A status mismatch â the policy is Open or Pending in Swivel but inactive on the carrier site (Terminated, Surrendered, AOR Change, etc.)
A login source that doesnât have access to the policy
To investigate, work through these checks in order:
Confirm the policy or account number. Sign in to the carrier or institution website and locate the record. Compare the number on the carrier site against the number stored in Swivel â they must match exactly. Including any leading zeros, spaces, or extra characters will result in a mismatch. If they donât match, update the number in Swivel â the next sync attempt (force or background) will pick up the corrected number.
Verify product availability. Check whether the product has been closed, canceled, terminated, or had an agent of record change on the carrier site. If itâs no longer active or accessible under the current credentials, Swivel Sync wonât be able to locate it.
Check your access permissions. Confirm the linked login source has access to the policy. The product may exist under a different book of business, login credentials, or require different user permissions on the carrier portal.
After completing these steps, the policy in Swivel should reflect whatâs currently on the carrier site. Depending on the situation, this may mean future syncs return Success, or the policy correctly stops queueing because its Swivel status now matches an inactive status on the carrier.
đ Tip: Less commonly, a temporary issue in the sync queue can cause a single attempt to return Not Found. A fresh force sync attempt will often return Success.
Carrier Book of Business vs. Swivel CRM
As covered in the What the Report Includes section above, the Swivel Sync Report only shows policies already in Swivel that meet the sync criteria. To compare a carrierâs full Book of Business against whatâs stored in Swivel CRM â to find policies missing from Swivel, or policies in Swivel that are no longer at the carrier â the Product Report is a better fit.
Recommended approach:
Pull the carrierâs current Book of Business. Request or download an up-to-date book of business report from the carrier portal.
Run the Product Report, filtered by the same carrier.
Compare the two side by side. Add any missing policies to Swivel, and update the status of any policies in Swivel that are no longer at the carrier (e.g., terminated, surrendered, AOR change).