Individual Life Servicing dashboard
Summarize
Summary of Individual Life Servicing dashboard
The Individual Life Servicing dashboard provides ServiceNow customers with a comprehensive view of their team’s performance in handling individual policy service requests within insurance services. It offers a modernized user experience to monitor policy service case statuses, observe trends, and drill down into specific case details—all from a single interface. Users can specify any time range to review closed cases that breached Service Level Agreements (SLAs), open cases requiring urgent attention, and average case closing times.
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Access and Roles
To access the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center or All > Individual Life Servicing > Analytics. It is also available from the Platform Analytics Workspace. Users upgrading from earlier versions can still access the older Core UI dashboard layout via All > Individual Life Servicing > Dashboard.
Role requirements:
- sninsindivlife.manager: Required to view dashboard widgets and data.
- sninsindivlife.admin, snbompa.admin, and paadmin: Required to edit and customize the dashboard.
Use Cases
The dashboard serves different organizational roles, including:
- Individual Life Policy Manager: Gains real-time visibility of insurance case statuses, monitors SLA breaches, case volume trends, agent productivity, average closing times, and can drill down into specific error categories or policy types.
- Individual Life Policy Admin: Focuses on customizing dashboard views to meet organizational needs.
Key Indicators and Metrics
The dashboard tracks essential performance indicators such as:
- Summed duration of closed cases showing total hours to close cases per day, segmented by stage and service.
- Number of closed cases per day with breakdowns by stage and service.
- Open cases with SLA elapsed percentage greater than 80%, highlighting cases needing urgent attention.
- Number of closed cases breaching SLA and those closed within SLA for performance comparison.
- Open cases breaching SLA to identify outstanding issues.
- Cases rejected by customers or fulfillers within the last 30 days to track resolution challenges.
Breakdowns
Data is categorized by:
- Individual Case Stage
- Individual Life Rejection Reason
- Individual Life Service
These breakdowns enable detailed analysis and targeted action on specific aspects of case servicing.
With the Individual Life Servicing dashboard, you can get an insight into how your team and business are performing for the individual policy service requests that were received for your insurance services.
The Individual Life Servicing dashboard enables you to monitor the status of the policy service cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the closed cases that breached a Service Level Agreement (SLA), the open cases that need immediate attention, and the average closing times of the policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_indiv_life.manager, required to view the dashboard widgets and data.
- sn_ins_indiv_life.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Individual Life Servicing dashboard
To access the Individual Life Servicing dashboard, navigate to (
).
Alternatively, you can navigate to .
You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.
If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to .
Use cases
| User | Dashboard use |
|---|---|
| Individual life policy manager | Needs to gain visibility into the real-time status of insurance cases and do the following:
|
| Individual life policy admin | Needs to be able to customize views. |
Indicators
- Individual Life and Disability Servicing.Summed duration of closed cases
- Number of hours to close the personal lines cases that day with the Stage and Service breakdowns.
- Individual Life and Disability Servicing.Number of closed cases
- Number of the individual life cases that were closed today with the Stage and Service breakdowns.
- Individual Life and Disability Servicing.Open Cases with SLA Breached greater than 80%
- Number of the open individual life cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Individual Life and Disability Servicing.Number of closed cases with breached sla
- Number of the individual life cases that were closed that day that breached an SLA.
- Individual Life and Disability Servicing.Number of open cases breached SLA
- Number of the open individual life cases that day that breached an SLA.
- Individual Life and Disability Servicing.Number of open cases
- Number of the open individual life cases that day.
- Individual Life and Disability Servicing.Number of cases rejected by customer
- Number of the closed cases that were rejected by customers in the last 30 days, where the solution proposed by the agent was rejected.
- Individual Life and Disability Servicing.Number of closed cases with sla
- Number of the individual life cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
- Individual Life and Disability Servicing.Number of cases rejected by fulfiller
- Number of the closed cases in the last 30 days that were rejected by a processor or underwriter.
Breakdowns
- Individual Case Stage
- Individual Life Rejection Reason
- Individual Life Service