User Touches - API Version

Last modified on Mon, 07 Jul 2026

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

Activation

To turn on User Touches:

  1. Complete the API/ISV user and persona setup (a separate set of instructions for this required prerequisite will be provided by Lender Toolkit).
  2. Log in to the ToolShed Portal at https://ui.ltk.ai.
  3. Navigate to Customer Management or Settings.
  4. Locate User Touches in the product list and enable it for your instance.
Important: The tool will not function until the API Client ID is created and an API user is added to the Encompass® instance. If credentials have not yet been obtained, contact Lender Toolkit to request API credentials for PowerTools and Automations.

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.
Column
Description
Group Name
Milestone, User ID, or Role (based on selected grouping)
Total Touches
Number of lock/unlock events for this group
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.
Field
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.

Admin Setup — API User

The API versions of PowerTools™ require an API user to be created in each Encompass® instance where the tools 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

Milestones Tracked

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

Installed Components

  • Custom Form: None (web-based tool accessed via ToolShed Portal)
  • Codebase Assemblies: None
  • Custom Data Objects: None
  • Plugins: None (API-driven)