> For the complete documentation index, see [llms.txt](https://docs.scaleconnect.com.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scaleconnect.com.au/scaleconnect-docs/insights/brokerage-dashboard-1.md).
# Your Business
Your practice performance view — the screen that answers "How is my business doing, where is it heading, and what should I do about it?" It tracks your loan book's size and earning power, shows how your pipeline is converting into lifetime revenue, measures the impact of ScaleAI on your practice, and gives you the data to make strategic decisions about where to invest your time.
{% content-ref url="/pages/kGUoPt8aPcG2GvGFDPuw" %}
[AI-Powered Operations](/scaleconnect-docs/insights/brokerage-dashboard-1/ai-powered-operations.md)
{% endcontent-ref %}
{% content-ref url="/pages/SUsB8apWsk9YLiCazaDT" %}
[Loan Book Lifetime Value](/scaleconnect-docs/insights/brokerage-dashboard-1/loan-book-lifetime-value.md)
{% endcontent-ref %}
Access it from the sidebar → **Dashboard**.
***
## KPI Cards
Eight headline metrics sit across the top of the dashboard. Together, they give you a real-time snapshot of your loan book.
| KPI | What it measures |
| --------------------- | ------------------------------------------------------------- |
| **Clients** | Total number of active clients in your book |
| **Average Loan Size** | Mean loan balance across all active loans |
| **Active Loans** | Number of currently serviced loans |
| **Average Rate** | Weighted average interest rate across the book |
| **Total Commissions** | Total commission revenue per annum (upfront + trail combined) |
| **Trail Commission** | Ongoing trail commission revenue per annum |
| **Loan Book Value** | Aggregate outstanding balance across all active loans |
| **Loan-to-Income** | Weighted average loan-to-income ratio across your client base |
These figures update as client data changes — new loans settle, balances are paid down, rates adjust, clients are added or removed. A growing Loan Book Value with stable Average Rate means your book is expanding at healthy margins. Falling Trail Commission with stable Active Loans suggests clients are refinancing to lower balances.
***
## Your Pipeline
Pipeline is the leading indicator of your loan book's future. Every client in your book sits somewhere on the journey from early-stage saver to active borrower, and the Pipeline Composition panel shows you that distribution at a glance.
### Pipeline Stages
| Stage | Who's in it | What it means for your book |
| -------------------- | ------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Saving** | Clients building a deposit — earliest stage | Future revenue. Not earning commission yet, but these clients are building toward a deal. The longer you keep them engaged, the more likely you write the loan when they're ready. |
| **First Time Buyer** | First home buyers in pre-approval or active search | Near-term pipeline. These clients are close to settling — one property decision away from generating upfront commission and starting a trail. |
| **First Loan** | Clients with their first active loan — recently settled | Active book. These clients are now generating trail commission. The question becomes: how do you keep them, and how do you grow the relationship? |
| **Reactivated** | Previously inactive clients who have re-engaged | Recovered revenue. A client who came back means your engagement and outreach worked. They represent a second (or third) commission event and extended trail. |
### How Pipeline Flows into Lifetime Value
Your pipeline isn't just a count of clients — it's a revenue forecast. Each stage represents a different contribution to your [Loan Book Lifetime Value](#loan-book-lifetime-value):
**Saving → First Time Buyer** — A client moves from Saving to FTB when they enter pre-approval. Their pipeline value increases because they're closer to settlement. Your job here is to keep them informed and confident. A [simulation strategy](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/strategies.md) that models their purchase — with stamp duty, LMI, projected growth, and repayment scenarios — accelerates this transition.
**First Time Buyer → First Loan** — Settlement. This is the conversion event. Pipeline value becomes active value. You earn upfront commission, trail begins accumulating, and the client enters your active book. The faster this happens, the sooner your book grows. The ScaleAI [Deal Velocity](#scaleai-impact) metric tracks exactly this.
**First Loan → Growth** — The client's first loan is the beginning, not the end. Over time, as equity builds and their financial position strengthens, they become candidates for refinancing, equity release, or portfolio expansion. Each of these events generates new lending — new upfront commission and increased trail. The [Client Readiness](/scaleconnect-docs/insights/client-dashboard/client-readiness.md) system identifies when these clients are ready to act.
**Churned → Reactivated** — Clients who went cold but re-engaged. This is where your engagement tools prove their worth. [AI Reviews](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/ai-reviews.md) that kept arriving, the [Calendar Agent](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/calendar-agent.md) that flagged a rate expiry — these touchpoints bring clients back. Reactivated clients often represent higher-value deals because they're refinancing or expanding, not entering at the bottom of the ladder.
### Reading Your Pipeline Health
The shape of your pipeline tells you what to focus on:
| Pipeline shape | What it means | What to do |
| -------------------------- | --------------------------------------------- | ----------------------------------------------------------------------------------------------- |
| Heavy on **Saving** | Future revenue is building but not converting | Focus on strategies and education to move clients toward pre-approval |
| Heavy on **FTB** | Near-term settlement opportunities | Prioritise meeting bookings and strategy presentations to accelerate decisions |
| Heavy on **First Loan** | Active book, generating trail | Focus on retention and growth — refinance opportunities, equity milestones, portfolio expansion |
| Growing **Reactivated** | Engagement is recovering lapsed clients | Your automations are working — maintain the cadence |
| Balanced across all stages | Healthy, diversified pipeline | You have short, medium, and long-term revenue streams. Keep the machine running. |
{% hint style="info" %}
Pipeline and [Client Readiness](/scaleconnect-docs/insights/client-dashboard/client-readiness.md) work together. Pipeline tells you *where* a client is in their journey. Readiness tells you *when* they're financially able to act. A First Loan client in the Month readiness tier is your highest-priority opportunity — they have an active relationship AND the financial position to transact again.
{% endhint %}
***
## Analytics Charts
Five additional panels give you visual insight into different dimensions of your book.
### Total Transactions
A bar chart showing loan transactions by month, with a commission breakdown underneath:
| Figure | What it shows |
| ---------------------- | ------------------------------------------ |
| **Total Volume** | Aggregate loan amount for the period |
| **Upfront Commission** | One-off commission earned at settlement |
| **Trail Commission** | Ongoing commission on outstanding balances |
| **Total Commission** | Combined upfront + trail |
Track settlement activity over time and see how upfront versus trail revenue are trending relative to each other.
### Loan Book Value (LTV Projection)
A line chart showing projected versus actual lifetime value over a 12-month horizon. This visualises whether your book is tracking above or below its projected trajectory based on client retention, new settlements, and discharges.
### Client Portfolios
A pie chart breaking down aggregate debt versus equity (split into used equity and available equity) across your entire client base. A large available equity segment means many clients have capacity to act — cross-reference with [Client Readiness](/scaleconnect-docs/insights/client-dashboard/client-readiness.md) to identify specific opportunities.
### Client Composition
A radar chart showing your client base across four dimensions: Location (state/region concentration), Loan Terms (fixed vs variable, P\&I vs IO), Client Type (FHB, existing owner, investor, downsizer), and Loan Type (owner-occupier vs investment). Use this to identify concentration risk — if your book is heavily weighted to one segment, market shifts there will disproportionately affect your revenue.
### Lender Composition
A horizontal bar chart showing loan distribution across lenders — CBA, Westpac, NAB, ANZ, Macquarie, ING, Suncorp, BOQ, AMP, and others. Toggle between Loan Volume and Loan Size views. Useful for accreditation reviews, aggregator reporting, and rate negotiation leverage.
***
## Loan Book Lifetime Value
Loan Book Lifetime Value (LTV) is the projected total revenue your current book will generate from today through the end of each client relationship. It's the headline number on the LTV Projection chart and the single most important metric for measuring long-term practice health.
LTV accounts for three inputs:
* **Active client value** — ongoing commission revenue from clients with settled loans
* **Pipeline value** — projected revenue from clients in pre-settlement stages, weighted by their likelihood of converting
* **Retention trajectory** — the rate at which existing clients stay versus refinancing away or discharging
When a client settles, they move from pipeline to active and LTV adjusts upward. When a client churns, trail commission stops and LTV adjusts downward. When you retain a client and they take on additional lending, LTV grows. The headline figure is the sum of these projections across your entire book.
### LTV KPIs
| KPI | What it measures |
| ----------------------------- | ----------------------------------------------------------------------------- |
| **Total LTV** | Headline projection — total lifetime revenue across your entire book |
| **Active Clients Value** | Revenue attributed to currently serviced clients with settled loans |
| **Client Pipeline Value** | Projected revenue from clients not yet settled |
| **Average LRPU** | Lifetime Revenue Per User — average projected revenue per client relationship |
| **Retention Engagement Rate** | Percentage change in client retention, and the dollar impact on total LTV |
{% hint style="info" %}
Treat Average LRPU as your per-client health check. If total LTV is growing but LRPU is flat, you're adding volume without depth — more clients, each generating less. Focus on strategies that increase per-client lending (refinance, equity release, portfolio expansion) to grow LRPU alongside book size.
{% endhint %}
### Commission Breakdown
| Commission Type | How it works |
| ---------------------- | ----------------------------------------------------------------------------------------------- |
| **Upfront Commission** | One-off payment at loan settlement, calculated as a percentage of the loan amount |
| **Trail Commission** | Ongoing payment (typically monthly), calculated as a percentage of the outstanding loan balance |
Trail commission is the primary driver of lifetime value. A $500,000 loan generating 0.15% trail per annum produces $750 per year, every year, for the life of that loan. A broker with 200 active loans at an average balance of $450,000 and a 0.15% trail rate earns roughly $135,000 per year in trail alone — before writing a single new loan.
Protecting that trail by retaining clients is the single most impactful thing you can do for your LTV.
### Growing LTV
LTV responds to every decision you make about how you manage client relationships. Three levers matter most:
**Retention is the multiplier.** Small improvements in retention create outsized gains in LTV. A client who stays for 10 years generates more than double the trail of one who leaves after 4. Retention isn't about preventing every departure — it's about shifting the average tenure upward. [AI Reviews](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/ai-reviews.md) provide structured touchpoints that reinforce the value of the relationship. A quarterly review showing equity growth, goal progress, and market context makes the decision to stay an easy one.
**Pipeline conversion drives growth.** Every pipeline client who settles adds both upfront commission and a new trail stream. The [Simulator](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/strategies.md) accelerates this — showing a First Home Buyer their purchase modelled with stamp duty, LMI, projected growth, and repayments builds confidence and speeds their decision. The [Calendar Agent](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/calendar-agent.md) ensures meetings happen at the right time.
**Proactive outreach captures deals.** When a client crosses a [readiness threshold](/scaleconnect-docs/insights/client-dashboard/client-readiness.md) — their fixed rate is expiring, their equity has reached a target, their borrowing power has changed — you need to be in their calendar. The Calendar Agent and [AI Workflows](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/ai-workflows.md) ensure you don't miss these moments. Deals that might have gone to another broker because you missed the timing are caught by the automation layer.
***
## ScaleAI Impact
A dedicated panel tracks how ScaleConnect's AI features are contributing to your practice performance. This is where you see the return on your automation investment.
### Operational Health
The "ScaleAI has been busy..." card reports:
| Metric | What it measures |
| ----------------------------- | ----------------------------------------------------- |
| **Client Reviews** | AI-generated portfolio reviews completed |
| **Meetings Booked** | Meetings scheduled through the Calendar Agent |
| **AI Hours Saved** | Estimated hours of manual work replaced by automation |
| **Deal Conversion** | Percentage of pipeline clients converting to active |
| **Days to Settlement** | Average time from onboarding to loan settlement |
| **Client Satisfaction (NPS)** | Net Promoter Score based on engagement signals |
| **Retention Rate** | Percentage of clients retained versus churned |
These metrics are sourced from your actual platform activity — reviews sent, meetings booked, client interactions — not projections.
### LTV Impact
The ScaleAI panel within the LTV Projection chart quantifies four specific impacts:
| Impact | What it measures |
| --------------------- | ------------------------------------------------------------- |
| **Engagement Uplift** | Increase in client interactions from automated AI touchpoints |
| **Retention Gain** | Retention improvement attributable to ScaleAI activity |
| **Deal Velocity** | How much faster pipeline clients move to settlement |
| **Lifetime Value** | Estimated dollar increase in total LTV from ScaleAI |
### Time Savings
The cumulative impact of AI across the platform is significant. Here's a realistic picture for a broker managing 80–120 clients:
| Task | Manual Time | With AI | Savings |
| --------------------------------------------- | -------------------------- | ---------------------------- | ----------- |
| Writing a client review | 30–60 min per client | 5–10 min per client | \~80% |
| Tracking trigger events (rate expiry, equity) | 2–3 hours/week | Automated via Calendar Agent | \~90% |
| Answering book-level questions | 15–30 min per query | Seconds via Broker Brain | \~95% |
| Responding to client messages | 5–10 min per message | 2–3 min with AI suggestions | \~60% |
| Meeting preparation | 15–20 min per meeting | 5 min with Client Assistant | \~70% |
| Fielding routine client questions | Ongoing throughout the day | Handled by ScaleApp AI | Significant |
Time savings increase over time. As you build out the [knowledge base](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/client-notes.md) — adding notes, sending reviews, uploading transcripts — the AI has richer context. Reviews require less editing. Meeting prep takes less time. [Broker Brain](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/broker-brain.md) gives more nuanced answers. The AI saves you more time tomorrow than it did yesterday.
{% hint style="info" %}
If your ScaleAI impact numbers are flat, review your automation settings — increase review frequency, enable the scheduling bot, or configure [AI Workflow](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/ai-workflows.md) triggers. The platform's value compounds with usage.
{% endhint %}
***
## Our Formula
Everything on this dashboard traces back to a single loop: **simulate → review → act → repeat**. The KPIs, charts, and ScaleAI metrics are all measuring how well this loop is running across your practice.
### The Loop
1. **Simulate** — Build the client's strategy with real data. The [Simulator](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/strategies.md) projects cashflows, equity, tax, LVR, and goal progress across the full time horizon. This is the data layer everything else builds on.
2. **Review** — ScaleAI analyses the simulation output and generates a personalised [AI Review](https://github.com/scaleapp-au/scaleconnect-docs/blob/main/insights/ai-reviews.md). You add your strategic advice. The review translates numbers into narrative — it's how data becomes a conversation.
3. **Act** — Based on the review's insights, you and the client take action: refinance, restructure, add a property, book a follow-up, adjust targets. Action is where value is realised. The simulation told you what's possible. The review explained why it matters. Now you execute.
4. **Repeat** — Update the simulation to reflect the new reality. Re-run projections. Generate a new review. Each cycle deepens the AI's knowledge base — making the next review sharper and more contextualised.
### Why It Compounds
Every cycle adds context. The AI in cycle ten knows far more than the AI in cycle one.
| Cycle | What happens |
| ------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| **Cycle 1** | Initial strategy built, first simulation run, first review sent |
| **Cycle 2** | AI references the first review, meeting notes are in the knowledge base, projections updated |
| **Cycle 3** | Client has acted on a recommendation — simulation reflects the change, review shows the impact |
| **Cycle 5+** | AI has deep context on the client's history, preferences, and decisions. Reviews are highly personalised. |
| **Cycle 10+** | Multi-year relationship documented in the knowledge base. The AI can trace the client's journey from first purchase to current portfolio. |
### What the Dashboard Is Measuring
Every metric on this dashboard maps back to part of the loop:
| Dashboard metric | What part of the loop it measures |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Pipeline Composition** | Where your clients sit in the cycle — Saving (pre-simulate), FTB (simulated, approaching act), First Loan (acted), Reactivated (repeating) |
| **LTV Projection** | The long-term compounding effect of running the loop consistently |
| **Retention Rate** | Whether your reviews and engagement are keeping clients in the cycle |
| **Deal Velocity** | How fast clients move from simulate → act |
| **Trail Commission** | The financial output of retention — the revenue a repeating loop generates |
| **AI Hours Saved** | The efficiency gain from having AI handle the analysis step |
Traditional broking is reactive — a client calls when their rate expires, you check their file, you react. This loop inverts that model. The simulation shows you what's coming before it arrives. The review ensures you act on it. The dashboard tells you whether it's working.
When you see the Retention Engagement Rate rising, the LTV Projection tracking above forecast, and the Pipeline Composition balanced across all stages — that's the loop compounding. That's the formula working.
***
How often is the dashboard data refreshed?
Dashboard metrics update whenever underlying data changes — a new client is onboarded, a loan settles, a client's status changes, or commission figures are recalculated. The dashboard always reflects the current state of your book.
Can I see dashboard data for my team, or just my own book?
The dashboard shows data for the logged-in broker's book. Team-level views and broker leaderboards are available for practice managers — check with your team admin for access.
Where does the commission data come from?
Commission figures are calculated from the loan data entered against each client's properties — loan amount, upfront commission percentage, and trail commission percentage. These are entered during the strategy building process. The dashboard aggregates across all active loans in your book.
What does "AI Hours Saved" actually measure?
AI Hours Saved estimates the time you would have spent manually performing the tasks that ScaleAI handled — writing reviews, tracking trigger events, drafting responses, and scheduling meetings. The estimate is based on industry benchmarks (e.g., 30–60 minutes per manual review, 10–15 minutes per scheduling interaction).
How often is LTV recalculated?
LTV updates whenever underlying data changes — a new client is onboarded, a loan settles, a client's status changes, or retention metrics are refreshed. The dashboard always reflects the current projection.
Does pipeline value include clients who haven't been pre-approved yet?
Yes. Pipeline value includes all clients in an active onboarding or pre-settlement stage, weighted by their likelihood of converting based on their current status and engagement level.
---
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