Business Loan Operations dashboard

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

    The Financial Services Business Loan Operations dashboard provides a consolidated view to monitor and analyze business loan case performance. It offers insights into case statuses, trends, and detailed drill-downs, enabling teams to track open cases, new cases, and average closing times within any specified time period. This dashboard is automatically activated upon installing the Financial Services Business Loan Operations application and has been modernized for an improved user experience.

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    Access requires specific ServiceNow AI Platform roles: snbomloanb2b.manager for viewing data and widgets, and snbomloanb2b.admin, snbompa.admin, and paadmin for editing the dashboard.

    Accessing the Dashboard

    You can access the dashboard via:

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

    For users upgrading from earlier versions, the previous Core UI dashboard remains accessible at All > Loan Operations > Dashboard.

    Key Use Cases

    • Loan Managers: Obtain real-time visibility of loan cases, monitor open cases with breached SLAs, review cases by agent or age, analyze new cases by service or group, evaluate average closing times, and drill down into case details.
    • Loan Admins: Customize dashboard views to tailor insights as needed.

    Key Performance Indicators and Metrics

    • Percentage of Open Cases with Breached SLAs: Shows the proportion of open cases violating SLAs on a given day, helping identify service delays.
    • Average Number of Open Cases per Agent: Calculates typical open case load per agent, aiding workload management.
    • Average Age of Open Cases: Displays the average duration (in days) open cases have been active, broken down by service, highlighting aging cases.
    • Number of New Cases: Tracks new cases created over the past three months by service, agent, or group, indicating workload trends.
    • Average Closing Time of Cases: Measures the average time to close cases over the last seven days, broken down by service, agent, or group, reflecting operational efficiency.

    Data Breakdowns

    The dashboard supports filtering and breakdown of data by:

    • Agent
    • Agent Group
    • Age of Cases
    • Service

    With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business 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 Business Loan Operations dashboard has been modernized to give you a better user experience.

    This dashboard is automatically activated when you install the Financial Services Business Loan Operations application.

    For any time period that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases.

    Required ServiceNow AI Platform roles

    • sn_bom_loan_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_loan_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Business Loan Operations dashboard

    To access the Financial Services Business 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 as usual by navigating to All > Loan Operations > Dashboard.

    Use cases

    For examples of how the 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 business loan cases and do the following tasks:
    • Monitor all the open cases that have 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 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 open cases that breached an SLA on a specific 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 on a specified day. 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 three months. The data for the cases is collected from the [sn_bom_loan_b2b_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or agent 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
    • Age
    • Service