Commercial Lines Servicing dashboard
Summarize
Summary of Commercial Lines Servicing dashboard
The Commercial Lines Servicing dashboard, updated in the Yokohama release, provides ServiceNow customers with a centralized and modernized interface to monitor and analyze the performance of personal policy service requests related to commercial insurance lines. It enables real-time visibility into case statuses, trends, and detailed case data, helping teams manage service levels and operational efficiency effectively.
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Key Features
- Real-time Monitoring: Track open cases, including those breaching Service Level Agreements (SLAs), and closed cases that met or breached SLAs.
- Performance Metrics: View average closing times for policy service cases, agent productivity, and volume trends by case type and policy service.
- Detailed Drill-down: Access granular details by policy type, error categories, case stage, and reasons for rejection by customers or fulfillers.
- Customizable Views: Users with admin roles can tailor dashboard views to suit organizational needs.
- Access and Roles:
- Managers with the
sninspolicyb2b.managerrole can view dashboard data and widgets. - Admins with roles
sninspolicyb2b.admin,snbompa.admin, andpaadmincan edit and customize the dashboard.
- Managers with the
- Multiple Navigation Paths: Access the dashboard via Workspaces > Financial Services Workspace > Analytics Center, All > Commercial Lines Servicing > Analytics, or the Platform Analytics Workspace.
Key Outcomes
- Improved Visibility: Commercial lines servicing managers gain comprehensive insights into case statuses, enabling proactive management of SLA breaches and operational bottlenecks.
- Enhanced Productivity: Monitoring agent and group performance helps optimize resource allocation and case resolution efficiency.
- Service Quality Tracking: Comparison of cases closed within SLAs versus those breaching SLAs supports continuous service improvement initiatives.
- Customizable Analytics: Administrators can adapt the dashboard to reflect specific organizational priorities, ensuring relevant metrics and views are highlighted.
Important Indicators Included
- Summed duration of closed cases by stage and service
- Number of closed and open cases, including those breaching SLAs
- Volume of specific case types such as BOP change coverage accounts
- Counts of cases rejected by customers or fulfillers
Practical Use Cases
- Commercial Lines Servicing Manager: Use the dashboard to monitor SLA breaches, case volumes, agent productivity, and drill into detailed case information.
- Commercial Lines Servicing Admin: Customize dashboard views to align with changing business requirements and reporting needs.
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