Financial Services Operations (FSO) indicators
Indicators included in the Financial Services Operations Platform Analytics Solution, available on the ServiceNow Store.
For more information, see Analytics and Reporting Solutions for Financial Services Operations.
| Indicator | Version introduced |
|---|---|
| Agent Productivity | 1.0.1 |
| Number of Payment Closed Cases | 1.0.1 |
| Number of Agents | 1.0.1 |
| Number of Closed Cases (Cases Closed Today) | 1.0.1 |
| Number of Closed Cases (SLA Closed Today) | 1.0.1 |
| Number of Closed Cases with Breached SLAs | 1.0.1 |
| Number of Closed Cases with SLAs | 1.0.1 |
| Number of closed external claims having bank error based upon outcome | 1.0.1 |
| Number of closed external claims having bank error with actual treatment as exception | 1.0.1 |
| Number of closed external claims having bank error with actual treatment as protected | 1.0.1 |
| Number of closed external claims having bank error with requested treatment as exception | 1.0.1 |
| Number of closed external claims having bank error with requested treatment as protected | 1.0.1 |
| Number of closed external claims having customer error with actual treatment as exception | 1.0.1 |
| Number of closed external claims having customer error with actual treatment as protected | 1.0.1 |
| Number of closed external claims having customer error with requested treatment as exception | 1.0.1 |
| Number of closed external claims having customer error with requested treatment as protected | 1.0.1 |
| Number of New Cases | 1.0.1 |
| Number of Open Cases | 1.0.1 |
| Number of open cases having requested treatment as protected | 1.0.1 |
| Number of open cases having requested treatment as exception | 1.0.1 |
| Number of open cases having requested treatment as None | 1.0.1 |
| Number of open Cases with Breached SLAs | 1.0.1 |
| Number of Open Cases with SLAs Breach > 80% | 1.0.1 |
| Number of Open internal Claims having bank error category with requested treatment as None | 1.0.1 |
| Number of Open internal Claims having bank error with requested treatment as None | 1.0.1 |
| Number of Open internal Claims having bank error with requested treatment as Exception | 1.0.1 |
| Number of Open internal Claims having bank error with requested treatment as Protected | 1.0.1 |
| Number of Open internal Claims having customer error with payment processor as Exception | 1.0.1 |
| Number of Open internal Claims having customer error with payment processor as None | 1.0.1 |
| Number of Open internal Claims having customer error with payment processor as Protected | 1.0.1 |
| Number of Open internal Claims having customer error with requested treatment as Exception | 1.0.1 |
| Number of Open internal Claims having customer error with requested treatment as None | 1.0.1 |
| Number of Open internal Claims having customer error with requested treatment as Protected | 1.0.1 |
| Payment: Number of open cases with breached SLAs | 1.0.1 |
| Sum of claim amount for closed claims | 1.0.1 |
| Sum of refund amount for closed claims | 1.0.1 |
| Sum of refund amount for closed external claims having bank error | 1.0.1 |
| Sum of refund amount for closed external claims having customer error based upon Actual Treatment | 1.0.1 |
| Sum of total amount for open internal claims having bank error | 1.0.1 |
| Sum of total amount for open internal claims having customer error | 1.0.1 |
| Summed age of open cases | 1.0.1 |
| Summed duration of closed cases | 1.0.1 |
| Summed duration of payment closed cases | 1.0.1 |
| Total count of open internal claims having bank error based upon requested treatment | 1.0.1 |
| Total number of closed external claims having customer error | 1.0.1 |
| Total number of closed external claims having bank error | 1.0.1 |
| Total number of closed external claims having bank error based upon actual treatment | 1.0.1 |
| Total number of closed external claims having bank error used in total number recovery | 1.0.1 |
| Total number of closed external claims having customer error | 1.0.1 |
| Total number of closed external claims having customer error based upon actual treatment | 1.0.1 |
| Total number of closed external claims having customer error based upon outcome | 1.0.1 |
| Total number of internal closed claims | 1.0.1 |
| Total number of open cases having requested treatment as Exception | 1.0.1 |
| Total number of open cases having requested treatment as Protected | 1.0.1 |
| Total number of open internal claim cases | 1.0.1 |
| Total number of open internal claims having bank error | 1.0.1 |
| Total number of open internal claims having bank error based upon error category | 1.0.1 |
| Total number of open internal claims having bank error grouped by payment processor | 1.0.1 |
| Total number of open internal claims having customer error | 1.0.1 |
| Total number of open internal claims having customer error grouped by payment processor | 1.0.1 |
| Total number of open internal claims having customer error with custom error category | 1.0.1 |
| Total sum of refund amount for closed external claims having bank error | 1.0.1 |
| Total sum of refund amount for closed external claims having customer error | 1.0.1 |
| Total volume | 1.0.1 |