The User Touches tool enables Encompass administrators and users to track how many times users "touch" a loan—and for how long—during each stage of the loan workflow. A "touch" is recorded each time a user opens and closes a loan. The tool provides per-milestone, per-user, and per-role breakdowns, giving operations teams detailed visibility into loan processing activity.

This tool supports both individual loan analysis for end users and a full administrative interface for searching, editing, and exporting touch data across the entire loan portfolio.

Benefits

  • Detailed visibility into loan processing time and user activity
  • Flexible grouping by milestone, user, or role
  • Administrative tools for editing, deleting, and restoring touch records
  • Cross-loan search with date range, milestone, user, and role filters
  • CSV export for reporting and auditing
  • Included with PowerTools™ Free — no additional cost

Prerequisites

Please note that before this tool can be activated, clients must be able to access the Toolshed Portal and have obtained API credentials.

Toolshed Portal

If the primary Encompass Administrator does not have access to the Toolshed Portal, please email support@lendertoolkit.com with the administrator's name, email address, phone number and the Encompass Client ID.  Our support team will be happy to assist with setting up access.

API User and Persona

Please note that the API versions of our PowerTools™ and automations require an API user to be created in each instance where the PowerTools™ are installed. Lender Toolkit can submit a request to ICE to generate the Client ID and secret key pair.

If credentials have not yet been obtained, use the link below to request credentials.

Request API Credentials for PowerTools and Automations

Activation

Important Information for Administrators

The API edition of User Touches includes an Encompass plugin that must be installed before the solution can be used. This plugin provides functionality necessary to emulate the traditional Loan Exclusive Lock and Unlock operations that were changed with the introduction of "Shared Lock". Installation is required for all environments where the User Touches API edition will be used. Administrators should complete the plugin installation before enabling User Touches API processing for end users.
NOTE: This is an Encompass Web plugin. It is NOT an SDK plugin.

  1. Download and save the "LTK.Plugin.js" plugin from (Download LTK.Plugin.js)
  2. Sign into Encompass Web as an Administrator
  3. Navigate to Customization -> Plugins
  4. Upload the previously saved plugin
Following the plugin installation, "User Touches - API" is activated for the Encompass instance through the Toolshed Portal.
  1. Sign in to Toolshed Portal with an administrator account. Select the correct Encompass instance.
  2. Open Settings -> Enabled Products.
  3. Locate "User Touches - API". Click the switch to turn the tool ON.

How to Use the Tool

End-User View (Loan-Level Summary)

When a non-admin user navigates to PowerTools → User Touches with a loan open, the tool automatically loads touch data for that loan.

  1. Open a loan in Encompass.
  2. Navigate to PowerTools → User Touches in the Toolshed sidebar.
  3. The summary grid displays aggregated touch data. Use the Group By dropdown to switch between Milestones, Users, and Roles.
  4. Click the expand arrow on any row to see individual touch events with Open/Close timestamps and duration.
    1. Group Name: Milestone, User ID or Role (based on selected grouping)
    2. Total Touches: Number of lock/unlock events for this group
    3. Touch Minutes: Total time in minutes across all touches

Administrator View — Edit Tab

Company administrators see the Administration view with two tabs. The Edit tab allows searching and managing individual touch records:

  1. Enter a Loan Number in the search field.
  2. Optionally check "Include edited and deleted touches" to see the full history.
  3. Click Search.
  4. The data grid populates with touch records. Click any editable cell (Start, End, Milestone, User, Role) to modify it inline.
  5. Select rows using checkboxes, then click Update, Delete, or Restore.

Fields:

Editable

Description

Start

Yes (Date/Time)

When the user opened the loan

End

Yes (Date/Time)

When the user closed the loan

Duration

No

Calculated automatically from Start and End

Milestone

Yes (Dropdown)

The loan milestone at the time of the touch

User

Yes (Dropdown)

The Encompass® user who performed the touch

Role

Yes (Dropdown)

The role assigned to the touch event

Status

No

Shows “Deleted”, “Edited”, or “Invalid Date”

 

Administrator View — Search Tab

The Search tab provides a cross-loan view for analyzing touch activity across the portfolio:

  • Date Range: Defaults to the prior 30 days. Adjust using the Start Date and End Date pickers.
  • Filters: Filter by Loan Number (free text), Milestone, User, or Role using dropdown selectors. An "Empty" option is available for the Role filter to find touches with no assigned role.
  • Pagination: Results are paginated with options for 25, 50, or 100 records per page.
  • Export: Click the Export button to download the current filtered and sorted view as a CSV file.

Exported CSV columns: Loan Number, Start, End, Duration, Milestone, User, Role.

Milestones Tracked

The milestones configured in your Encompass instance are captured and will appear in the data.

Installed Components

  • Plugin - LTK.Plugin.js (user installed)
  • Custom Form: None (web-based tool accessed via ToolShed Portal)
  • Codebase Assemblies: None
  • Custom Data Objects: None
  • Custon Fields :