Personal Lines Servicing dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Personal Lines Servicing dashboard

    The Personal Lines Servicing dashboard provides ServiceNow customers with a centralized, modernized interface to monitor and analyze personal policy service requests within insurance services. It offers real-time visibility into the status of policy service cases, including open cases requiring immediate attention, closed cases that breached Service Level Agreements (SLAs), and average case closing times. This dashboard enhances user experience by consolidating key performance data and enabling drill-down into detailed metrics from a single view.

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    Access and Roles

    To access the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center, or via All > Personal Lines Servicing > Analytics. It is also available through the Platform Analytics Workspace. For editing the dashboard, users need roles such as sninspolicyb2c.admin, snbompa.admin, or paadmin, while viewing requires the sninspolicyb2c.manager role.

    Use Cases

    • Personal Lines Manager: Uses the dashboard to monitor open insurance cases breaching SLAs, track case volumes and trends, assess agent productivity, review average closing times by service or agent, analyze requests by policy type, and drill down into error categories.
    • Personal Lines Admin: Customizes dashboard views to tailor information presentation.

    Key Indicators

    The dashboard tracks several critical metrics, enabling comprehensive performance insights:

    • Summed duration of closed cases: Total hours taken to close cases daily, broken down by stage and service.
    • Number of closed cases: Daily count of closed personal lines cases with stage and service details.
    • Open cases with SLA breached over 80%: Count of open cases nearing SLA breach.
    • Change coverage cases created (auto and home): Number of new cases related to personal auto and homeowners change coverage.
    • Closed cases with breached SLA: Daily count of cases closed after SLA breaches.
    • Open cases breached SLA: Count of cases currently open but already breaching SLA.
    • Cases rejected by customers: Number of cases rejected by customers.
    • Closed cases within SLA: Number of cases closed within SLA, used to compare against breached SLA cases.

    Breakdowns

    Data can be segmented by:

    • Policy Case Stage
    • Policy Service
    • Policy Rejection Reason

    This segmentation helps users drill down and analyze specific aspects of the personal lines servicing process to improve operational efficiency and customer satisfaction.

    With the Personal Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.

    Important:
    The Personal Lines Servicing dashboard has been modernized to give you a better user experience.

    The Personal Lines Servicing dashboard enables you to monitor the status of the policy service cases, see trends, and drill down into the details 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 policy service cases.

    Required ServiceNow AI Platform roles

    • sn_ins_policy_b2c.manager, required to view the dashboard widgets and data.
    • sn_ins_policy_b2c.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Personal Lines Servicing dashboard

    To access the Personal Lines Servicing dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Personal Lines Servicing > 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 > Personal Lines Servicing > Dashboard.

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Personal Lines Servicing dashboard
    User Dashboard use
    Personal lines manager Needs to gain visibility into the real-time status of insurance cases and do the following tasks:
    • Monitor all the open insurance cases that have breached a Service Level Agreement (SLA)
    • Monitor the volume of each insurance case type and their trend
    • Review agent productivity
    • Review the average closing time of the cases for a service, agent, or group
    • Monitor the details of requests by the policy type
    • Drill down into the details in an error category
    Personal lines admin Needs to be able to customize views.

    Indicators

    Personal Lines Servicing.Summed duration of closed cases
    Number of hours to close the personal lines cases that day with Stage and Service breakdowns.
    Personal Lines Servicing.Number of closed cases
    Number of the personal lines cases that were closed today with Stage and Service breakdowns.
    Personal Lines.Open Cases with SLA Breached greater than 80%
    Number of the open personal lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Personal Lines: Number of change coverage cases created for both auto and home
    Number of the personal lines cases that were created today where the personal lines service is the Personal auto change coverage account or homeowners change coverage.
    Personal Lines Servicing.Number of closed cases with breached sla
    Number of the personal lines cases that were closed that day that breached an SLA.
    Personal Lines:Number of open cases breached SLA
    Number of the open personal lines cases that day that breached an SLA.
    Personal lines.Number of change coverage open cases for auto and home
    Number of the open personal lines cases that day where the personal lines service is Personal auto change coverage account or homeowners change coverage.
    Personal Lines Servicing.Number of cases rejected by customer
    Number of the cases that were rejected by a customer.
    Personal Lines Servicing.Number of closed cases with SLA
    Number of the personal lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met an SLA versus the number of cases that breached an SLA.

    Breakdowns

    • Policy Case Stage
    • Policy Service
    • Policy Rejection Reason