Individual Life Servicing dashboard
Summarize
Summary of Individual Life Servicing dashboard
The Individual Life Servicing dashboard offers ServiceNow customers a comprehensive view of team and business performance related to individual policy service requests in insurance services. This modernized dashboard provides a single interface to monitor policy service case statuses, trends, and detailed insights, helping you quickly identify cases that breached Service Level Agreements (SLAs), prioritize open cases needing immediate attention, and assess average case closing times within any specified timeframe.
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Access and Roles
To use the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center, or alternatively All > Individual Life Servicing > Analytics. The dashboard is also accessible through the Platform Analytics Workspace. Users upgraded from earlier versions can still access the Core UI dashboard layout via All > Individual Life Servicing > Dashboard.
Roles required to view the dashboard include sninsindivlife.manager. To edit the dashboard, roles sninsindivlife.admin, snbompa.admin, and paadmin are necessary.
Use Cases
- Individual Life Policy Manager: Gains real-time visibility into insurance cases, monitors open cases breaching SLAs, tracks case volumes and trends by type, reviews agent productivity and average closing times, analyzes requests by policy type, and investigates error categories.
- Individual Life Policy Admin: Customizes dashboard views to suit organizational needs.
Key Indicators
The dashboard includes important performance metrics such as:
- Summed duration of closed cases (hours to close cases with stage and service breakdowns)
- Number of closed cases per day with detailed breakdowns
- Open cases with SLA breached over 80%
- Closed and open cases that breached SLAs
- Cases rejected by customers (within last 30 days)
- Cases rejected by fulfillers (processors or underwriters within last 30 days)
- Number of cases closed within SLA for performance comparison
Breakdowns
Data can be analyzed by factors such as:
- Individual Case Stage
- Individual Life Rejection Reason
- Individual Life Service
This enables detailed drill-downs to understand case statuses, rejection causes, and service types, facilitating precise operational decisions.
With the Individual Life Servicing dashboard, you can get an insight into how your team and business are performing for the individual policy service requests that were received for your insurance services.
The Individual Life 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 (SLA), the open cases that need immediate attention, and the average closing times of the policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_indiv_life.manager, required to view the dashboard widgets and data.
- sn_ins_indiv_life.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Individual Life Servicing dashboard
To access the Individual Life 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 |
|---|---|
| Individual life policy manager | Needs to gain visibility into the real-time status of insurance cases and do the following:
|
| Individual life policy admin | Needs to be able to customize views. |
Indicators
- Individual Life and Disability Servicing.Summed duration of closed cases
- Number of hours to close the personal lines cases that day with the Stage and Service breakdowns.
- Individual Life and Disability Servicing.Number of closed cases
- Number of the individual life cases that were closed today with the Stage and Service breakdowns.
- Individual Life and Disability Servicing.Open Cases with SLA Breached greater than 80%
- Number of the open individual life cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Individual Life and Disability Servicing.Number of closed cases with breached sla
- Number of the individual life cases that were closed that day that breached an SLA.
- Individual Life and Disability Servicing.Number of open cases breached SLA
- Number of the open individual life cases that day that breached an SLA.
- Individual Life and Disability Servicing.Number of open cases
- Number of the open individual life cases that day.
- Individual Life and Disability Servicing.Number of cases rejected by customer
- Number of the closed cases that were rejected by customers in the last 30 days, where the solution proposed by the agent was rejected.
- Individual Life and Disability Servicing.Number of closed cases with sla
- Number of the individual life 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.
- Individual Life and Disability Servicing.Number of cases rejected by fulfiller
- Number of the closed cases in the last 30 days that were rejected by a processor or underwriter.
Breakdowns
- Individual Case Stage
- Individual Life Rejection Reason
- Individual Life Service