Financial Services Personal Deposit Operations dashboard

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

    The Financial Services Personal Deposit Operations dashboard provides a centralized view for monitoring and analyzing deposit service requests within the financial services domain. It enables teams to track the status of deposit cases, identify trends, and drill down into case details, all from a single interface. The dashboard has been modernized to enhance user experience and supports viewing closed cases that breached SLAs, open cases requiring immediate attention, and average closing times.

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    Access to the dashboard requires specific ServiceNow AI Platform roles: snbomdepositb2c.manager to view widgets and data, and snbomdepositb2c.admin, snbompa.admin, or paadmin to edit the dashboard.

    Access

    Users can access the dashboard via:

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

    For those upgrading from earlier versions, the classic Core UI dashboard remains accessible under All > Deposit Operations > Dashboard.

    Use Cases

    The dashboard supports different roles with tailored functionalities:

    • Deposit Managers: Gain visibility into deposit case statuses, monitor open cases breaching or near breaching SLAs, analyze daily to monthly volume trends, review average case closing times, and access detailed case information.
    • Deposit Admins: Customize dashboard views to suit operational needs.

    Key Indicators

    The dashboard provides a comprehensive set of indicators that track deposit case activity across various deposit services and account types. These include:

    • Number of deposit cases created and open each day, categorized by services such as Originate deposit account, Add/Modify/Cancel/Fail standing orders, Add financial relationships, and Close deposit account.
    • Counts of closed cases by account type (Personal Checking or Personal Savings) and by service.
    • Open cases broken down by age and service type.
    • Closed cases with SLA compliance data, showing counts of cases closed within SLA versus those breaching SLA.
    • Open cases with SLA breached status, including those exceeding 80% of SLA elapsed time.
    • Metrics on case closing durations, including total hours to close cases and average time to close cases by service type.

    These indicators enable tracking operational efficiency, SLA adherence, and workload distribution, supporting proactive management and decision-making.

    With the Financial Services Personal Deposit Operations dashboard, you can get an insight into how your team and business are performing for the deposit service requests received for your financial services. You can monitor the status of the deposit service cases, see trends, and drill down into the details from a single view.

    Important:
    The Financial Services Personal Deposit Operations dashboard has been modernized to give you a better user experience.

    For any time that you specify, you can view the details for closed cases that breached a Service Level Agreement (SLA), the open cases that need immediate attention, and the average closing times of the deposit cases.

    Required ServiceNow AI Platform roles

    • sn_bom_deposit_b2c.manager, needed to see the dashboard widgets and data.
    • sn_bom_deposit_b2c.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Financial Services Personal Deposit Operations dashboard

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

    Alternatively, navigate to All > Deposit 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 > Deposit 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.
    Table 1. Financial Services Personal Deposit Operations dashboard use cases
    User Dashboard use
    Deposit manager Needs to gain visibility into the status of the deposit cases and do the following tasks:
    • Monitor the open deposit 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 deposit cases
    • Review the average closing time of the cases
    • Drill down into the details in a deposit service case
    Deposit admin Needs to be able to customize views.

    Indicators

    B2C Deposit.Originate deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Originate deposit account.
    B2C Deposit.Add financial relationship created cases
    Number of the deposit cases that were created today where the deposit service is Add financial relationship.
    B2C Deposit.Add standing order created cases
    Number of the deposit cases that were created today where the deposit service is Add standing order.
    B2C Deposit.Cancel standing order created cases
    Number of the deposit cases that were created today where the deposit service is Cancel standing orders.
    B2C Deposit.modify standing order created cases
    Number of the deposit cases that were created today where the deposit service is Modify standing order.
    B2C Deposit.Failed standing order created cases
    Number of the deposit cases that were created today where the deposit service is Failed standing order.
    B2C Deposit.Close deposit account created cases
    Number of the deposit cases that were created today where the deposit service is Close deposit account.
    B2C Deposit.modify standing order open cases
    Number of the open deposit cases that day where the deposit service is Modify standing order.
    B2C Deposit.Originate deposit account open cases
    Number of the open deposit cases that day where the deposit service is Originate deposit account.
    B2C Deposit.Add standing order open cases
    Number of the open deposit cases that day where the deposit service is Add standing order.
    B2C Deposit.Failed standing order open cases
    Number of the open deposit cases that day where the deposit service is Failed standing order.
    B2C Deposit.Cancel standing order open cases
    Number of the open deposit cases that day where the deposit service is Cancel standing orders.
    B2C Deposit.Add financial relationship open cases
    Number of the open deposit cases that day where the deposit service is Add financial account relationship.
    B2C Deposit.Close deposit account open cases
    Number of the open deposit cases that day where the deposit service is Close deposit account.
    B2C Deposit.Number of account closure closed cases checkings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Personal Checking Account.
    B2C Deposit.Number of account closure closed cases savings
    Number of the deposit cases that were closed today where the deposit service is Close deposit account and the deposit account is Personal Saving Account.
    B2C Deposit.Number of originate closed cases checking
    Number of the deposit cases that were closed today where the deposit account is Personal Checking Account.
    B2C Deposit.Number of originate closed cases savings
    Number of the deposit cases that were closed today where the deposit account is Personal Saving Account.
    B2C Deposit.Number of created cases savings
    Number of the deposit cases that were created today where the deposit account is Personal Saving Account and the deposit service is not Originate deposit account or Close deposit account.
    B2C Deposit.Number of created cases checkings
    Number of the deposit cases that were created today where the deposit account is Personal Checking Account and the deposit service is not Originate deposit account or Close deposit account.
    B2C Deposit.Number of open cases
    Number of the open deposit cases that day where the breakdown is Age.
    B2C Deposit.Number of closed cases
    Number of the deposit cases that were closed today with Age and Service breakdowns.
    B2C Deposit.Number of closed cases with sla
    Number of the deposit cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
    B2C Deposit.Number of closed cases with breached sla
    Number of the deposit cases that were closed that day that breached an SLA.
    B2C Deposit.Number of open cases breached sla
    Number of the open deposit cases that day that breached an SLA.
    B2C Deposit.Open Cases with SLA Breached greater than 80%
    Number of the open deposit cases that day where the SLA-elapsed percentage is greater than 80 percent.
    B2C Deposit.Summed duration of closed cases
    Number of hours to close the deposit cases that day Age and Service breakdowns.
    B2C Deposit.Average time to close case
    Average number of hours to close the deposit cases where the breakdown is Service. The score is calculated according to this formula: 
    [B2C Deposit.Summed duration of closed cases]/[B2C Deposit.Number of closed cases]

    Breakdowns

    • Age
    • Service