Business Loan Operations dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Business Loan Operations dashboard

    The Financial Services Business Loan Operations dashboard provides a centralized view for monitoring and analyzing the performance of business loan case operations. It offers insights into case statuses, trends, and detailed drill-down capabilities to help teams manage loan cases effectively. The dashboard is automatically activated with the installation of the Financial Services Business Loan Operations application and has been modernized for an enhanced user experience.

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    Access and Roles

    To access the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center or All > Loan Operations > Analytics. It is also accessible via the Platform Analytics Workspace. Users upgrading from earlier versions can still access the previous Core UI dashboard layout under All > Loan Operations > Dashboard.

    Viewing the dashboard requires the snbomloanb2b.manager role. Editing the dashboard requires one of the following roles: snbomloanb2b.admin, snbompa.admin, or paadmin.

    Use Cases

    • Loan Manager: Gains real-time visibility into business loan cases, monitors open cases with breached SLAs, reviews cases by agent or group, tracks new cases, observes average closing times, and drills down into case details.
    • Loan Admin: Customizes dashboard views according to organizational needs.

    Key Indicators

    • % of Open Cases with Breached SLAs: Shows the percentage of open cases that have breached SLAs on a given day, calculated as (Number of open cases with breached SLAs / Number of open cases) 100.
    • Avg # of Open Cases per Agent: Displays the average number of open cases assigned to each agent on a specified day, calculated as (Number of open cases / Number of agents).
    • Average Age of Open Cases: Provides the average age in days of open cases, broken down by service, calculated as (Sum of ages of open cases / Number of open cases) / 24.
    • Number of New Cases: Tracks new cases by service, agent, or group over the past three months using data from the snbomloanb2bservice table.
    • Average Closing Time of Cases: Measures the average time in days to close cases by service, agent, or group over the last seven days, calculated as (Sum of durations for closed cases / Number of closed cases) / 24.

    Breakdowns

    All indicators can be broken down by the following dimensions to provide detailed insights:

    • Agent
    • Agent Group
    • Age
    • Service

    With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.

    Important:
    The Financial Services Business Loan Operations dashboard has been modernized to give you a better user experience.

    This dashboard is automatically activated when you install the Financial Services Business Loan Operations application.

    For any time period that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases.

    Required ServiceNow AI Platform roles

    • sn_bom_loan_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_loan_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Business Loan Operations dashboard

    To access the Financial Services Business Loan Operations dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Loan Operations > Analytics.

    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 All > Loan Operations > Dashboard.

    Use cases

    For examples of how the different people in your organization can use this dashboard, see the use cases in the following table.
    User Dashboard use
    Loan manager Needs to gain visibility into the real-time status of the business loan cases and do the following tasks:
    • Monitor all the open cases that have breached a Service Level Agreement (SLA)
    • Monitor all the open cases by agent and age of the cases
    • Review all the new cases for a service, agent, or agent group
    • Review the average closing time of cases for a service, agent, or group
    • Drill down into the details in a category
    Loan admin Needs to be able to customize views.

    Indicators

    % of Open Cases with Breached SLAs
    Percentage of open cases that breached an SLA on a specific day. The score is calculated according to this formula:
     [[Number of open cases with breached SLAs] / [Number of open cases]] * 100
    Avg # of Open Cases per Agent
    Average number of the open cases for an agent on a specified day. The score is calculated according to this formula: 
    [[Number of open cases] / [Number of agents]]
    Average Age of Open Cases
    Breakdown score and trend of the open cases by age in days on a specified day. The score for each service is calculated according to this formula: 
    [[Summed age of open cases] / [Number of open cases]] / 24
    Number of New Cases
    Breakdown of the new cases by the service, agent, or agent group in the last three months. The data for the cases is collected from the [sn_bom_loan_b2b_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or agent group in the last seven days. The score is calculated according to this formula:
     [[Summed duration of closed cases] / [Number of closed cases]] / 24

    Breakdowns

    • Agent
    • Agent Group
    • Age
    • Service