Dispute Management dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Dispute Management dashboard

    The Dispute Management dashboard provides ServiceNow customers with comprehensive insights into the performance of their financial services teams handling card service requests. This modernized dashboard offers a centralized view to monitor the status of card dispute cases, enabling users to track open cases requiring immediate attention, review closed cases that breached Service Level Agreements (SLAs), and analyze average case closing times for any specified time period.

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    Access and Roles

    To view the dashboard, users need the snbomcreditcard.disputemanager role. Editing the dashboard requires additional administrative roles such as snbomcreditcard.admin, snbompa.admin, or paadmin. The dashboard can be accessed via:

    • Workspaces > Financial Services Workspace > Analytics Center
    • All > Card Operations > Analytics
    • The Platform Analytics Workspace

    Users upgrading from older versions can still access the Core UI layout through All > Card Operations > Dashboard.

    Use Cases

    • Card Dispute Manager: Gains visibility into dispute cases, monitors open cases breaching or nearing SLA breaches, tracks daily to monthly trends, reviews average closing times, and drills down into case details.
    • Credit Card Admin: Customizes dashboard views to suit organizational needs.

    Key Indicators

    The dashboard includes critical metrics to help manage and analyze dispute cases effectively:

    • Number of closed cases with SLA: Closed cases meeting SLA compared to those breaching SLA on the day.
    • Number of open cases breached SLA: Open dispute cases that have breached SLA on that day.
    • Number of chargeback tasks: Tasks related to chargeback disputes.
    • Summed duration of closed cases: Total hours to close cases, broken down by age and service.
    • Number of open cases: Open disputes categorized by case age.
    • Number of dispute write-offs: Disputes resulting in write-offs.
    • Number of successful chargebacks: Transactions where chargebacks were successful.
    • Number of closed cases: Cases closed on the day, broken down by age and service.
    • Number of closed cases with breached SLA: Closed cases that breached SLA on the day.
    • Open cases with SLA breached greater than 80%: Open cases where SLA elapsed time exceeds 80%.
    • Number of created cases: Cases created on the day.

    Breakdowns

    Data can be analyzed with breakdowns by:

    • Age of the case
    • Card network
    • Chargeback code
    • Dispute reason
    • Service type

    This dashboard empowers financial services teams to proactively monitor dispute management, improve SLA adherence, and optimize resolution times, enhancing operational transparency and decision-making.

    With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.

    Important:
    The Dispute Management dashboard has been modernized to give you a better user experience.

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

    Required ServiceNow AI Platform roles

    • sn_bom_credit_card.dispute_manager, needed to see the dashboard widgets and data.
    • sn_bom_credit_card.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Dispute Management dashboard

    To access the Dispute Management dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon).

    Alternatively, you can navigate to All > Card 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 > Card 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
    Card dispute manager Needs to gain visibility into the status of the dispute cases and do the following tasks:
    • Monitor the open dispute 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 dispute cases
    • Review the average closing time of cases
    • Drill down into the details in a dispute service case
    Credit card admin Needs to be able to customize views.

    Indicators

    Card Dispute.Number of closed cases with sla
    Number of the dispute cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met SLA versus the number of cases that breached an SLA.
    Card Dispute.Number of open cases breached sla
    Number of the open dispute cases that day that breached an SLA.
    Card Dispute.Number of chargeback tasks
    Number of the tasks where the dispute was a chargeback.
    Card Dispute.Summed duration of closed cases
    Number of hours to close the dispute cases that day with Age and Service breakdowns.
    Card dispute.Number of open cases
    Number of the open dispute cases that day where the breakdown is Age.
    Card Dispute.Number of dispute write off
    Number of the dispute transactions where the outcome was a write off.
    Card Dispute.Number of successful chargebacks
    Number of the transactions where the outcome was a successful chargeback.
    Card Dispute.Number of closed cases
    Number of the dispute cases closed today where the breakdowns are Age and Service.
    Card Dispute.Number of closed cases with breached sla
    Number of the dispute cases closed that day that breached an SLA.
    Card Dispute.Open Cases with SLA Breached greater than 80%
    Number of the open dispute cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Card Dispute.Number of created cases
    Number of the dispute cases that were created today.

    Breakdowns

    • Age
    • Card network
    • Chargeback code
    • Dispute reason
    • Service