Commercial Lines Servicing dashboard
Summarize
Summary of Commercial Lines Servicing dashboard
The Commercial Lines Servicing dashboard provides ServiceNow customers with a centralized, modernized interface to monitor and analyze the performance of commercial insurance policy service requests. It enables teams to track the status of policy service cases, identify trends, and drill down into specific case details, all from a single view. This helps improve visibility into case handling, service level agreement (SLA) compliance, and agent productivity.
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Key Features
- Real-time monitoring: View open cases that have breached SLAs, closed cases with breached SLAs, and cases needing immediate attention for any specified time period.
- Performance metrics: Track average closing times, volume trends by case type, and productivity metrics for agents and service groups.
- Detailed breakdowns: Analyze cases by policy type, case stage, and reject reasons to better understand service issues and error categories.
- Customizable views: Administrators with appropriate roles can edit and tailor dashboard views to meet organizational needs.
- Access flexibility: Access the dashboard via Financial Services Workspace, Analytics Center, Platform Analytics Workspace, or previous Core UI layout if upgraded.
- Role-based access: Requires specific ServiceNow AI Platform roles for viewing (sninspolicyb2b.manager) and editing (sninspolicyb2b.admin, snbompa.admin, paadmin).
Key Indicators
- Summed duration of closed cases by stage and service.
- Number of closed cases with and without SLA breaches.
- Open cases with SLA elapsed percentage over 80%.
- Counts of specific case types, such as BOP change coverage cases (both created and open).
- Number of cases rejected by customers or fulfillers (underwriters/processors).
Use Cases
- Commercial Lines Servicing Manager: Gain real-time visibility into case status, monitor SLA breaches, analyze volume trends, review agent productivity, and drill down into error details.
- Commercial Lines Servicing Administrator: Customize dashboard views and indicators to better suit organizational reporting and monitoring needs.
This dashboard empowers ServiceNow customers managing commercial insurance services to proactively monitor service requests, ensure SLA compliance, optimize team productivity, and quickly identify areas requiring attention or improvement.
With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
The Commercial Lines Servicing dashboard enables you to monitor the status of the policy service 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 closed cases that breached a Service Level agreement, the open cases that need immediate attention, and the average closing times of the policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_policy_b2b.manager, required to view the dashboard widgets and data.
- sn_ins_policy_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Commercial Lines Servicing dashboard
To access the Commercial Lines Servicing dashboard, navigate to (
).
Alternatively, you can navigate to .
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 .
Use cases
| User | Dashboard use |
|---|---|
| Commercial lines servicing manager | Needs to gain visibility into the real-time status of the insurance cases and do the following tasks:
|
| Commercial lines servicing admin | Needs to be able to customize views. |
Indicators
- Commercial Lines Servicing.Summed duration of closed cases
- Number of hours to close the commercial lines cases that day with the Stage and Service breakdowns.
- Commercial Lines Servicing.Number of closed cases
- Number of the commercial lines cases that were closed today with the Stage and Service breakdowns.
- Commercial Lines.Open Cases with SLA Breached greater than 80%
- Number of the open commercial lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Commercial Lines: Number of BOP change coverage cases created
- Number of the commercial lines cases that were created today where the commercial lines service is a BOP change coverage account.
- Commercial Lines Servicing.Number of closed cases with breached sla
- Number of the commercial lines cases that were closed that day that breached an SLA.
- Commercial Lines:Number of open cases breached SLA
- Number of the open commercial lines cases that day that breached an SLA.
- Commercial lines.Number of bop change coverage open cases
- Number of the open commercial lines cases that day where the commercial lines service is a bop change coverage account.
- Commercial Lines Servicing.Number of cases rejected by customer
- Number of the cases that were rejected by a customer.
- Commercial Lines Servicing.Number of closed cases with sla
- Number of the commercial lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
- Commercial Lines Servicing.Number of cases rejected by fulfiller
- Number of the cases that were rejected by the underwriter or processor.
Breakdowns
- Policy Case Stage
- Policy Reject Reason
- Policy Service