Personal Loan Operations dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Personal Loan Operations dashboard

    The Financial Services Personal Loan Operations dashboard provides ServiceNow customers with a centralized view to monitor and analyze personal loan case performance. It enables real-time insight into loan case statuses, trends, and detailed case data, enhancing operational transparency and decision-making. The dashboard was modernized in the Yokohama release to improve user experience and is automatically activated upon installation of the Financial Services Personal Loan Operations application.

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    Access and Roles

    • Access the dashboard via Workspaces > Financial Services Workspace > Analytics Center or All > Loan Operations > Analytics.
    • Users upgraded from earlier versions can access the Core UI dashboard at All > Loan Operations > Dashboard.
    • Required roles to view the dashboard: snbomloan.b2cmanager.
    • Required roles to edit the dashboard: snbomloan.b2cadmin, snbompa.admin, and paadmin.

    Key Features

    • View open, new, and closed loan cases with performance metrics for any specified time range.
    • Monitor open cases that have breached Service Level Agreements (SLAs).
    • Analyze loan cases by agent, agent group, assignment group, service, and case age.
    • Drill down into specific categories to review detailed case information.
    • Customize dashboard views to meet administrative or managerial needs.

    Use Cases

    • Loan Manager: Gains real-time visibility into personal loan case status, monitors SLA breaches, reviews new cases, evaluates average closing times, and drills down into case details.
    • Loan Administrator: Customizes dashboard views to tailor reporting and analytics.

    Key Performance Indicators (KPIs)

    • % of Open Cases with Breached SLAs: Percentage of open loan cases breaching SLAs on a given day, calculated as (open cases with breached SLAs / total open cases) 100.
    • Average Number of Open Cases per Agent: Average open loan cases per agent, calculated as total open cases divided by number of agents.
    • Average Age of Open Cases: Average age of open cases in days, calculated by summing case ages, dividing by number of open cases, then converting to days.
    • Number of New Cases: Breakdown of new loan cases by service, agent, or agent group over the last seven days.
    • Average Closing Time of Cases: Average time to close cases in days, calculated by summing the duration of closed cases, dividing by number of closed cases, then converting to days.

    Data Breakdown Dimensions

    • Agent
    • Agent Group
    • Assignment Group
    • Age of Cases
    • Service

    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