Financial Services Personal Loan Operations dashboard

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

    The Financial Services Personal Loan Operations dashboard provides ServiceNow customers with a comprehensive, real-time view of personal loan case performance. It enables monitoring of loan case statuses, trends, and detailed insights from a centralized interface. This modernized dashboard enhances user experience and is automatically activated upon installing the Financial Services Personal Loan Operations application.

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    Access to the dashboard requires specific ServiceNow AI Platform roles: snbomloan.b2cmanager to view data and widgets, and snbomloan.b2cadmin, snbompa.admin, or paadmin to edit the dashboard. Users can access it via the Financial Services Workspace under Analytics Center or through Loan Operations analytics menus.

    Key Features

    • Real-time monitoring: Track open cases, cases breaching SLAs, new cases, and average closing times for personal loan operations.
    • Customizable views: Loan administrators can tailor dashboard displays to suit specific operational needs.
    • Drill-down capabilities: Users can explore detailed information by categories such as agent, agent group, assignment group, service, or case age.
    • Performance indicators:
      • % of Open Cases with Breached SLAs: Percentage of open cases breaching SLAs on a selected day.
      • Average Number of Open Cases per Agent: Average open cases an agent handles on a specified day.
      • Average Age of Open Cases: Average duration in days that cases remain open, broken down by service.
      • Number of New Cases: Count of new cases created in the last seven days, categorized by service, agent, or agent group.
      • Average Closing Time of Cases: Average days taken to close cases in the last seven days, grouped by service, agent, or assignment group.

    Use Cases

    • Loan Managers: Gain visibility into personal loan case statuses, monitor SLA breaches, review new cases, measure average closing times, and drill into detailed case data to manage team performance effectively.
    • Loan Administrators: Customize dashboard views to align with specific reporting or operational requirements.

    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