Financial Services Business Loan Operations dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Financial Services Business Loan Operations dashboard

    The Financial Services Business Loan Operations dashboard provides ServiceNow customers with a centralized view to monitor and analyze the performance of business loan cases. It enables real-time tracking of case status, trends, and detailed insights, all accessible within a single interface. This modernized dashboard is automatically activated upon installing the Financial Services Business Loan Operations application, enhancing the user experience and operational oversight.

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    Access and Roles

    Customers can access the dashboard via:

    • Workspaces > Financial Services Workspace > Analytics Center
    • All > Loan Operations > Analytics
    • Platform Analytics Workspace

    To view dashboard data and widgets, users must have the snbomloanb2b.manager role. Editing the dashboard requires snbomloanb2b.admin, snbompa.admin, or paadmin roles. Customers upgrading from prior versions can still access the legacy Core UI dashboard via All > Loan Operations > Dashboard.

    Use Cases

    • Loan Manager: Gain visibility into real-time business loan case statuses, monitor open cases with breached SLAs, review case loads by agent and age, analyze new cases by service or group, evaluate average closing times, and drill down into category details.
    • Loan Administrator: Customize dashboard views to tailor insights and reporting as needed.

    Key Performance Indicators and Metrics

    The dashboard offers several critical indicators to help customers assess and manage loan operations effectively:

    • % of Open Cases with Breached SLAs: Shows the percentage of open loan cases that have breached their SLA on a given day, calculated as (Number of open cases with breached SLAs / Number of open cases) 100.
    • Average Number of Open Cases per Agent: Displays the average open case load per agent on a specified day, calculated as (Number of open cases / Number of agents).
    • Average Age of Open Cases: Provides the average age of open cases in days by service, calculated as (Total age of open cases / Number of open cases) / 24.
    • Number of New Cases: Breaks down new cases by service, agent, or agent group over the past three months, using data from the snbomloanb2bservice table.
    • Average Closing Time of Cases: Shows the average time to close cases in days over the last seven days by service, agent, or group, calculated as (Total duration of closed cases / Number of closed cases) / 24.

    Data Breakdowns

    Metrics and indicators can be analyzed and filtered by the following dimensions to provide detailed operational insights:

    • Agent
    • Agent Group
    • Age (of cases)
    • 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