Financial Services Treasury Operations dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Financial Services Treasury Operations dashboard

    The Financial Services Treasury Operations dashboard provides ServiceNow customers with a centralized, modernized interface to monitor treasury service requests within financial services. It delivers insights into team and business performance by tracking the status, trends, and key metrics of treasury cases. Users can analyze closed cases that breached Service Level Agreements (SLAs), identify open cases requiring urgent attention, and evaluate average case closing times for any specified time period.

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    Access and Roles

    To view the dashboard, users need the snbomtreasury.manager role. Editing capabilities require snbomtreasury.admin, snbompa.admin, or paadmin roles. Access the dashboard via:

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

    Users upgrading from earlier versions can still access the Core UI dashboard layout through the traditional navigation path.

    Use Cases

    • Treasury Managers: Gain visibility into treasury case status, monitor open cases breaching or near breaching SLAs, review case volumes by treasury product, analyze average closing times, and drill down into case details.
    • Treasury Administrators: Customize dashboard views to tailor data presentation according to organizational needs.

    Key Indicators and Metrics

    The dashboard features essential metrics to track treasury operations performance:

    • Number of closed cases with SLA: Closed cases meeting SLA on the given day, useful for SLA compliance comparison.
    • Number of closed cases with breached SLA: Closed cases that breached SLA on the day.
    • Number of open cases: Open treasury cases currently active, with breakdowns by age and service.
    • Number of closed cases: Cases closed on the day, broken down by age and service.
    • Average time to close case: Average hours taken to close cases, calculated as total closure duration divided by number of closed cases, broken down by service.
    • Summed duration of closed cases: Total hours spent closing cases that day.
    • Number of new cases: Newly opened treasury cases on the day, used with closed cases metric to track trends.
    • Number of open cases nearing SLA breach: Open cases at or above 80% SLA elapsed time.
    • Number of open cases breached SLA: Open cases that have already breached SLA.

    Filters and Breakdowns

    The dashboard supports filtering and data breakdowns to refine insights:

    • Filters: Service Task records from the Service Definition table focused on treasury service types, and Age Bucket ranges in days for case age.
    • Breakdowns: Data segmented by Age and Service type to facilitate detailed analysis.

    With the Financial Services Treasury Operations dashboard, you can get an insight into how your team and business are performing for the treasury service requests that were received for your financial services.

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

    You can monitor the status of the treasury 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 (SLA), the open cases that need immediate attention, and the average closing times of the treasury cases.

    Required ServiceNow AI Platform roles

    • sn_bom_treasury.manager, needed to see the dashboard widgets and data.
    • sn_bom_treasury.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Financial Services Treasury Operations dashboard

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

    Alternatively, you can navigate to All > Treasury 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 > Treasury 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 using the Financial Services Treasury Operations dashboard
    User Dashboard use
    Treasury manager Needs to gain visibility into the status of treasury cases and do the following tasks:
    • Monitor the open treasury cases that have breached a Service Level Agreement (SLA) or are about to breach an SLA and need attention
    • Monitor the volume of the treasury cases for each treasury product
    • Review the average closing time of the cases
    • Drill down into the details in a treasury product
    Treasury admin Needs to be able to customize views.

    Indicators

    FSO Treasury.Number of closed cases with sla
    Number of the 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.
    FSO Treasury.Number of closed cases with breached sla
    Number of the treasury cases that were closed that day that breached an SLA.
    FSO Treasury.Number of open cases
    Number of the open treasury cases that day with the Age and Service breakdowns.
    FSO Treasury.Number of closed cases
    Number of the treasury cases that were closed today with the Age and Service breakdowns.
    FSO Treasury.Average time to close case
    Average number of the hours to close the treasury cases where the breakdown is Service. The score is calculated according to this formula: 
    [FSO Treasury.Summed duration of closed cases]/[FSO Treasury.Number of closed cases]
    FSO Treasury.Summed duration of closed cases
    Total number of hours to close the treasury cases that day with the Age and Service breakdowns.
    FSO Treasury.Number of new cases
    Number of the new treasury cases that were opened today with the Age and Service breakdowns. This indicator, when used with the Number of closed cases indicator, is used to compare and see the trend of the number of cases created versus the cases closed.
    FSO Treasury.Number of open cases is going to breach sla
    Number of the open treasury cases that day where the SLA-elapsed percentage is equal to or greater than 80 percent.
    FSO Treasury.Number of open cases breached sla
    Number of the open treasury cases that day that breached an SLA.

    Breakdowns

    • Age
    • Service

    Filters

    The following table shows the available filters in the Treasury Operations dashboard.
    Name Type Description
    FSO Treasury.Service Task record Fetches all the records from the Service Definition [sn_bom_service_definition] table where Task type starts with sn_bom_treasury and ends with service.
    Age Bucket Shows the age ranges in days for treasury cases.