Payment Operations dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 6 minutes to read
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    Summary of Payment Operations dashboard

    The Financial Services Payment Operations dashboard, available in the Zurich release, provides ServiceNow customers with a centralized and modernized interface to monitor payment inquiries, claims, and debits. It enables teams to track case status, identify trends, and drill down into detailed information, improving visibility and operational efficiency in payment processing.

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    Users can analyze open and new cases, along with average closing times, for any specified time period. This dashboard is accessible via the Financial Services Workspace or the Platform Analytics Workspace, with role-based access controlling view and edit permissions.

    Access and Roles

    • Viewers: Must have the snbompayment.manager role to see dashboard widgets and data.
    • Editors: Require roles such as snbompayment.admin, snbompa.admin, or paadmin to customize the dashboard.
    • Access paths include navigating to Workspaces > Financial Services Workspace > Analytics Center or All > Payment Operations > Analytics.

    Use Cases

    • Payment Managers can monitor real-time payment case status, track SLA breaches, analyze case volumes and trends by type, review agent productivity, assess average case closing times, and drill into error details.
    • Payment Administrators can customize dashboard views to tailor analytics to organizational needs.

    Key Performance Indicators (KPIs)

    The dashboard presents a comprehensive set of indicators focused on error categories, treatment outcomes, and case processing efficiency, including:

    • Percentages of open internal claims with customer or bank errors, segmented by payment processor, error category, or requested treatment.
    • Percentages of closed external claims with customer or bank errors, based on actual treatments or outcome reasons.
    • Refund amounts and total claims recovered for external claims with errors.
    • Average closing times of payment cases, broken down by age, payment case, and agent.
    • Counts of claims with specific requested treatment exceptions or protections.

    Filters and Breakdown Options

    The dashboard supports detailed filtering and data segmentation to refine insights, including:

    • Filters: Actual Treatment, Age, Bank Error Category, Customer Error Category, Error Type, Outcome Reason, Payment Agent, Payment Cases, Payment Processor, Payment Service, Payment Type.
    • Breakdowns: Data can be broken down by Actual Treatment, Age, Bank Error Category, Customer Error Category, Error Type, Outcome Reason, Payment Agent, Payment Cases, Payment Processor, Payment Service, and Payment Type.

    Practical Benefits for ServiceNow Customers

    This dashboard empowers financial services organizations using ServiceNow to:

    • Gain real-time operational visibility into payment case workflows.
    • Identify and analyze error patterns and their impact on payments.
    • Enhance agent performance monitoring and SLA compliance.
    • Customize analytics views to meet organizational reporting needs.
    • Streamline payment operations through actionable insights, improving customer service and reducing payment errors.

    With the Financial Services Payment Operations dashboard, you can get an insight into how your team and business are performing for payment inquiries, claims, and debits.

    Important:
    The Financial Services Payment Operations dashboard has been modernized to give you a better user experience.

    You can monitor the status of these 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 open cases, the new cases, and the average closing times of the payment cases.

    Required ServiceNow AI Platform roles

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

    Access the Financial Services Payment Operations dashboard

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

    Alternatively, you can navigate to All > Payment 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 > Payment 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.


    Table 1. Use cases for the Financial Services Payment Operations dashboard
    User Dashboard use
    Payment manager Needs to gain visibility into the real-time status of the payment cases and do the following tasks:
    • Monitor all the open payment cases that have breached an Service Level Agreement (SLA)
    • Monitor the volume of each payment case type and their trend
    • Review agent productivity
    • Review the average closing time of cases for a service, agent, or group
    • Monitor the details of claims by error type
    • Drill down into the details in an error category
    Payment admin Needs to be able to customize views.

    Indicators

    % of open internal claims having customer error based upon payment processor
    Percentage of the open internal claims that have a customer error based on the payment processor. The score is calculated according to this formula: 
    ([Total Number of open internal claims having customer error grouped by payment processor]/[Total Number of open internal claims having customer error])*100
    % of closed external claims having bank error based upon actual treatment
    Percentage of the closed external claims that have a bank error based on the actual treatment where the breakdown is Outcome reason. The score is calculated according to this formula: 
    ([Number of closed external claims having bank error based upon outcome]/[Total number of closed external claims having bank error used in total number recovery])*100
    % of open internal claims having bank error based upon error category
    Percentage of the open internal claims that have a bank error based on the error category where the breakdowns are Age and Bank error category. The score is calculated according to this formula: 
    ([Total Number of open internal claims having bank error based upon error category]/[Total number of open internal claims having bank error])*100
    % of total claim amount refunded for external claims having customer error
    Percentage of the total claim amount refunded for external claims that have a customer error where the breakdowns is Actual treatment. The score is calculated according to this formula: 
    ([Sum of refund amount for closed external claims having customer error based upon Actual treatment]/[Total sum of refund amount for closed external claims having customer error])*100
    % of closed external claims having customer error based upon actual treatment
    Percentage of the closed external claims that have a customer error based on the actual treatment where the breakdown is Outcome reason. The score is calculated according to this formula: 
    (([Total number of closed external claims having customer error based upon outcome]/[Total number of closed external claims having customer error])*100)||0
    % of open internal claims having bank error based upon requested treatment
    Percentage of the open internal claims that have a bank error based on a requested treatment where the breakdowns are Age and Payment processor. The score is calculated according to this formula: 
    ([Total Number of open internal claims having bank error grouped by payment processor]/[Total count of open internal claims having bank error based upon requested treatment])*100
    % of open internal claims having requested treatment as exception
    Percentage of the open internal claims that have a requested treatment as an exception where the breakdowns are Age and Error type. The score is calculated according to this formula: 
    ([Number of open cases having requested treatment as Exception]/[Total Number of open cases having requested treatment as Exception])*100
    % closing Time of payment cases
    Percentage of the closing time of payment cases where the breakdowns are Age, Payment cases, and Payment agent. The score is calculated according to this formula: 
    [Summed Duration of Payment Closed Cases]/[Number of Payment Closed Cases] /24
    % of total claims recovered for external claims having refunded amount
    Percentage of the total claims recovered for external claims that have a refunded amount where the breakdown is Actual treatment. The score is calculated according to this formula: 
    ([Sum of refund amount for closed external claims having bank error]/[Total sum of refund amount for closed external claims having bank error])*100
    % of closed external claims having bank error for actual split treatment
    Percentage of the closed external claims that have a bank error for an actual split treatment where the breakdown is Actual treatment. The score is calculated according to this formula: 
    ([Total number of closed external claims having bank error based upon actual treatment]/[Total number of closed external claims having bank error])*100
    % of open internal claims having customer error based upon requested treatment
    Percentage of the open internal claims that have a customer error based on the requested treatment where the breakdowns are Age and Customer error category. The score is calculated according to this formula: 
    ([Total Number of open internal claims having customer error with custom error category]/[Total Number of open internal claims having customer error])*100
    % of closed external claims having customer error for actual treatment
    Percentage of the closed external claims that have a customer error for the actual treatment. The score is calculated according to this formula: 
    ([Total number of closed external claims having customer error based upon actual treatment]/[Total number of closed external claims having customer error])*100
    % of internal claims having requested treatment as protected
    Percentage of the internal claims that have a requested treatment as protected where the breakdowns are Age and Error type. The score is calculated according to this formula: 
    ([Number of open cases having requested treatment as Protected]/[Total number of open cases having requested treatment as Protected])*100
    Number of closed external claims having customer error with requested treatment as exception
    Number of the closed external claims that have a customer error with a requested treatment as an exception where the breakdown is Actual Treatment.

    Breakdowns

    • Actual Treatment
    • Age
    • Bank Error Category
    • Customer Error Category
    • Error Type
    • Outcome Reason
    • Payment Agent
    • Payment Cases
    • Payment processor
    • Payment Service
    • Payment Type

    Filters

    The following table shows the available filters in the Payment Operations dashboard.
    Table 2. Filters available in the Payment Operations dashboard
    Name Type Description
    Actual Treatment Choice Shows the choices available for the actual treatment of payment claims.
    Age Bucket Shows the age ranges in days for the payment cases.
    Bank Error Category Choice Shows the choices available for the bank error category for payment claims.
    Customer Error Category Choice Shows the choices available for the customer error category for payment claims.
    Error Type Choice Shows the choices available for the error type for payment inquiries.
    Outcome Reason Choice Shows outcome choices available for payment claims.
    Payment Agent Script Fetches the assigned payment agents with the sn_bom_payment.claim_agent or sn_bom_payment.inquiry_agent role from the User Role table.
    Payment Cases Script Fetches the payment case records from the Task table.
    Payment Processor Choice Shows the choices available for Payment Processor for methods of payments.
    Payment Service List Fetches the records for all payment tasks.
    Payment Type Script Fetches the payment case records from the Task SLA table.