Personal Loan Operations dashboard

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

    The Financial Services Personal Loan Operations dashboard offers a centralized view to monitor and analyze the performance of your personal loan cases. It provides real-time insights into case statuses, trends, and detailed breakdowns, enabling teams to efficiently track open and new loan cases as well as average closing times. The dashboard is automatically activated with the installation of the Financial Services Personal Loan Operations application and features a modernized user experience.

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    Access and Roles

    To access the dashboard, navigate through Workspaces > Financial Services Workspace > Analytics Center, or via All > Loan Operations > Analytics. It is also accessible from the Platform Analytics Workspace. For those who upgraded from earlier versions, the previous Core UI dashboard remains accessible under All > Loan Operations > Dashboard.

    Viewing the dashboard widgets and data requires the snbomloan.b2cmanager role. To edit the dashboard, roles such as snbomloan.b2cadmin, snbompa.admin, and paadmin are necessary.

    Use Cases

    • Loan Manager: Gains real-time visibility into personal loan cases, monitors open cases that breached SLAs, reviews new cases by service or agent, analyzes average closing times, and drills down into specific categories.
    • Loan Administrator: Customizes dashboard views to suit operational needs.

    Key Indicators and Metrics

    • % of Open Cases with Breached SLAs: Percentage of open loan cases that have breached their SLA on a given day, helping monitor service compliance.
    • Average Number of Open Cases per Agent: Measures workload distribution by calculating the average open cases per agent.
    • Average Age of Open Cases: Provides the average duration (in days) that cases remain open, aiding in case aging analysis.
    • Number of New Cases: Tracks new cases in the last seven days, broken down by service, agent, or agent group.
    • Average Closing Time of Cases: Shows the average time taken to close cases over the last seven days, by service, agent, or assignment group.

    Data Breakdowns

    The dashboard supports detailed breakdowns by Agent, Agent Group, Assignment Group, Age, and Service, enabling granular analysis of loan operations performance.

    With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal 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 Personal Loan Operations dashboard has been modernized to give you a better user experience.

    For any time that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases. This dashboard is automatically activated when you install the Financial Services Personal Loan Operations application.

    Required ServiceNow AI Platform roles

    • sn_bom_loan.b2c_manager, required to view the dashboard widgets and data.
    • sn_bom_loan.b2c_admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Personal Loan Operations dashboard

    To access the Financial Services Personal 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 by navigating to All > Loan Operations > Dashboard.

    Use cases

    For examples of how 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 personal loan cases and do the following tasks:
    • Monitor all the open cases that 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 the 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 the open cases that breached an SLA on a specified 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. 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 seven days. The data for cases is collected from the [sn_bom_loan_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or assignment 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
    • Assignment Group
    • Age
    • Service