Business Lifecycle Operations dashboard

With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.

중요사항:

The Financial Services Business Lifecycle dashboard has been modernized to give you a better user experience.

You can monitor the status of the lifecycle 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 open cases, the new cases, and the average closing times of the lifecycle cases.

Required ServiceNow AI Platform roles

• sn_bom_clo_b2b.manager, required to view the dashboard widgets and data.
• sn_bom_clo_b2b.admin, required to edit the dashboard.

Access the Financial Services Business Lifecycle dashboard

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

Alternatively, you can navigate to Business Lifecycle > 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 > Customer Lifecycle 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.

표 1. Use cases for using the Financial Services Business Lifecycle dashboard

User	Dashboard use
Account manager	Needs to gain visibility into the real-time status of the business lifecycle cases and do the following tasks: Monitor all the open cases that have breached a Service Level Agreement (SLA) Monitor all the open cases according to the agent and age 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 within 30 days Drill down into the details in a category
Account admin	Needs to perform all the Account Manager tasks plus customize views.

Indicators

Open Cases - SLA Breached

Percentage of the open cases that breached an SLA. The data is calculated according to this formula:

[[Number of open Cases with Breached SLAs]] / [[Number of Open Cases]] * 100

Open Cases - SLA About to be Breached

Average number of the open cases that are close to breaching an SLA. The data for this indicator is collected from the [task_sla] table.

Open Cases by Age

Breakdown score and trend of the open cases by age in days. The data is calculated according to this formula:

[[Summed age of Open Cases]] / [[Number of Open Cases]] / 24

Average Time to Close in Last 30 Days

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:

[[B2C CLO.Summed duration of closed cases]]/[[B2C CLO.Number of closed cases]]

New Cases vs. Closed Cases

Breakdown of the new cases by the service, agent, or agent group versus the closed cases. The data for the cases is collected from the [sn_bom_clo_service] table.

Closed Cases - SLA Met vs. SLA Breached

Number of the cases where the SLAs were met versus the cases where the SLAs were breached. The data for the cases is collected from the [sn_bom_clo_service] table.

Breakdowns

• Age
• Service

Filters

The following table shows the available filters in the Business Lifecycle Operations dashboard.

표 2. Filters available in the Business Lifecycle Operations dashboard

Name	Type	Description
Age	Bucket	Shows the age ranges in days for the Business Lifecycle cases.
Service	List	Fetches the records for all the Business Lifecycle cases.