Complaint Management dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Complaint Management dashboard

    The Financial Services Complaint Management dashboard provides ServiceNow customers with a centralized view to monitor and analyze complaint cases related to financial services. It enables teams to track the status, trends, and details of complaint service cases, helping improve response times and service quality. The dashboard has been modernized for enhanced user experience, allowing users to view closed cases that breached SLAs, open cases needing immediate attention, and average case closing times for any specified period.

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    Access and Roles

    To access the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center, or via All > Complaint Management > Analytics. It is also accessible from the Platform Analytics Workspace. Users require specific ServiceNow AI Platform roles:

    • snbomcompl.manager – to view dashboard widgets and data
    • snbomcompl.admin – to edit the dashboard

    Customers upgrading from earlier versions can still access the Core UI dashboard layout through All > Complaint Management > Dashboard.

    Use Cases

    • Complaint Manager: Monitors open cases breaching or nearing SLA breaches, tracks complaint volume and trends by category, reviews average closing times, and drills down into complaint details.
    • Complaint Admin: Customizes dashboard views to tailor insights.

    Key Indicators

    • Number of Open Cases Breached SLA: Counts open complaint cases breaching SLA in the last 7 days.
    • Open Cases with SLA Breached > 80%: Open cases with SLA elapsed percentage above 80% in the last 6 days.
    • Number of Open Cases: Breakdown of open complaints by age and type within the last 7 days.
    • Number of New Cases: New complaint cases opened today, compared against cases closed in the past week.
    • Average Time to Close Case: Average hours taken to close cases by complaint type, calculated as total duration of closed cases divided by number of closed cases.
    • Number of Closed Cases with SLA: Closed cases meeting SLA on the current day, compared with SLA breaches over the last 7 days.
    • Number of Closed Cases: Breakdown of cases closed today by type and category.

    Data Visualizations

    The dashboard includes visualizations such as the Closed Cases – Top 10 Complaint Categories, a horizontal bar chart showing the ten complaint categories with the highest number of closed cases over the last six months, based on the Complaint Case [snbomcomplservice] table.

    Filters

    Customers can refine dashboard data using filters including:

    • Age Bucket: Filters complaint cases by age ranges in days.
    • Complaint Category: Filters by active complaint categories from the Complaint service table.
    • Complaint Type: Filters by active complaint types from the Complaint service table.

    This dashboard empowers ServiceNow financial service customers to efficiently monitor complaint management performance, identify SLA risks, and gain actionable insights to enhance service delivery.

    With the Financial Services Complaint Management dashboard, you can get an insight into how your team and business are performing for the complaints that were received for your financial services. You can monitor the status of the complaint service cases, see trends, and drill down into the details from a single view.

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

    For any time that you specify, you can view the details for the closed cases that breached an SLA, the open cases that need immediate attention, and the average closing times of the complaint cases.

    Required ServiceNow AI Platform roles

    • sn_bom_compl.manager, needed to see the dashboard widgets and data.
    • sn_bom_compl.admin, needed to edit the dashboard.

    Access the Financial Services Complaint Management dashboard

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

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

    Indicators

    Number of open cases breached sla
    Number of the open complaint cases in the last seven days that breached an SLA.
    Open Cases with SLA Breached greater than 80%
    Number of the open complaint cases where the SLA-elapsed percentage in the last six days is greater than 80 percent.
    Number of open cases
    Breakdown of the open complaint cases in the last seven days with the Age and Type breakdowns.
    Number of new cases
    Number of the new complaint cases opened today. The indicator is used to compare and see the trend of the number of cases that were created versus the number of cases that were closed in the last seven days.
    Average time to close case
    Breakdown of the average number of hours to close complaint cases by Complaint Type. The score is calculated according to this formula: 
    [FSO Complaint.Summed duration of closed cases]/[FSO Complaint.Number of closed cases]
    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 in the last seven days.
    Number of closed cases
    Breakdown of the complaint cases that were closed today with the Type and Category breakdowns.

    Breakdowns

    • Age
    • Category
    • Type

    Data visualizations

    The following table shows the available data visualizations in the Financial Services Complaint Management application.
    Table 2. Data visualizations available in the Financial Services Complaint Management application
    Title Type Source table Description
    Closed Cases – Top 10 Complaint Categories Horizontal Bar Horizontal bar graph icon. Complaint Case

    [sn_bom_compl_service]

    		 Breakdown of top ten complaint categories that have maximum number of closed cases (in descending order) in last six months.

    Filters

    The following table shows the available filters in the Financial Services Complaint Management application.
    Table 3. Filters available in the Financial Services Complaint Management application
    Name Type Description
    Age Bucket Shows the age ranges in days for complaint cases.
    Complaint Category Choice Shows all the active complaint categories for the Complaint service [sn_bom_compl_service] table.
    Complaint Type Choice Shows all the active complaint types for the Complaint service [sn_bom_compl_service] table.