Dispute Management dashboard

With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.

Important :

The Dispute Management dashboard has been modernized to give you a better user experience.

You can monitor the status of card service cases 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 card cases.

Required ServiceNow AI Platform roles

• sn_bom_credit_card.dispute_manager, needed to see the dashboard widgets and data.
• sn_bom_credit_card.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

Access the Dispute Management dashboard

To access the Dispute Management dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center ().

Alternatively, you can navigate to All > Card 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 > Card 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
Card dispute manager	Needs to gain visibility into the status of the dispute cases and do the following tasks: Monitor the open dispute cases that have breached a Service Level Agreement (SLA) or are about to breach an SLA and need attention Monitor the daily, weekly, and monthly trends of the volume of dispute cases Review the average closing time of cases Drill down into the details in a dispute service case
Credit card admin	Needs to be able to customize views.

Indicators

Card Dispute.Number of closed cases with sla

Number of the dispute cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met SLA versus the number of cases that breached an SLA.

Card Dispute.Number of open cases breached sla

Number of the open dispute cases that day that breached an SLA.

Card Dispute.Number of chargeback tasks

Number of the tasks where the dispute was a chargeback.

Card Dispute.Summed duration of closed cases

Number of hours to close the dispute cases that day with Age and Service breakdowns.

Card dispute.Number of open cases

Number of the open dispute cases that day where the breakdown is Age.

Card Dispute.Number of dispute write off

Number of the dispute transactions where the outcome was a write off.

Card Dispute.Number of successful chargebacks

Number of the transactions where the outcome was a successful chargeback.

Card Dispute.Number of closed cases

Number of the dispute cases closed today where the breakdowns are Age and Service.

Card Dispute.Number of closed cases with breached sla

Number of the dispute cases closed that day that breached an SLA.

Card Dispute.Open Cases with SLA Breached greater than 80%

Number of the open dispute cases that day where the SLA-elapsed percentage is greater than 80 percent.

Card Dispute.Number of created cases

Number of the dispute cases that were created today.

Breakdowns

• Age
• Card network
• Chargeback code
• Dispute reason
• Service