Financial Services Business Loan Operations dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Financial Services Business Loan Operations Dashboard

    The Financial Services Business Loan Operations dashboard provides insights into the performance of your business loan cases. It allows you to monitor the status of loan cases, analyze trends, and drill down into details from a comprehensive view. This dashboard is automatically activated upon the installation of the Financial Services Business Loan Operations application and has been modernized for an enhanced user experience.

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    Key Features

    • View details of open cases, new cases, and average closing times for any specified time period.
    • Access requires specific ServiceNow AI Platform roles:
      • snbomloanb2b.manager - to view dashboard widgets and data.
      • snbomloanb2b.admin, snbompa.admin, paadmin - to edit the dashboard.
    • Access the dashboard through multiple navigation paths:
      • Workspaces > Financial Services Workspace > Analytics Center
      • All > Loan Operations > Analytics
      • Platform Analytics Workspace.
    • For users upgrading from earlier versions, the existing Core UI dashboard layout is still accessible.

    Use Cases

    • Loan Manager:
      • Gain real-time visibility into the status of business loan cases.
      • Monitor open cases breaching SLAs, review new cases, and analyze average closing times.
      • Drill down into case details by category.
    • Loan Admin:
      • Customize dashboard views for tailored insights.
      • Use specific indicators, such as percentage of open cases with breached SLAs and average age of open cases, for performance analysis.

    Key Outcomes

    By utilizing the Financial Services Business Loan Operations dashboard, you can expect improved visibility and management of loan cases, enabling better decision-making and operational efficiency within your organization.

    With the Financial Services Business Loan Operations dashboard, you can get an insight into how your team and business are performing for business loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.

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

    This dashboard is automatically activated when you install the Financial Services Business Loan Operations application.

    For any time period that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases.

    Required ServiceNow AI Platform roles

    • sn_bom_loan_b2b.manager, required to view the dashboard widgets and data.
    • sn_bom_loan_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Business Loan Operations dashboard

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

    Alternatively, you can navigate to All > Loan 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 > Loan Operations > Dashboard.

    Use cases

    For examples of how the different people in your organization can use this dashboard, see the use cases in the following table.
    User Dashboard use
    Loan manager Needs to gain visibility into the real-time status of the business loan cases and do the following tasks:
    • Monitor all the open cases that have breached a Service Level Agreement (SLA)
    • Monitor all the open cases by agent and age of the cases
    • Review all the new cases for a service, agent, or agent group
    • Review the average closing time of cases for a service, agent, or group
    • Drill down into the details in a category
    Loan admin Needs to be able to customize views.

    Indicators

    % of Open Cases with Breached SLAs
    Percentage of open cases that breached an SLA on a specific day. The score is calculated according to this formula:
     [[Number of open cases with breached SLAs] / [Number of open cases]] * 100
    Avg # of Open Cases per Agent
    Average number of the open cases for an agent on a specified day. The score is calculated according to this formula: 
    [[Number of open cases] / [Number of agents]]
    Average Age of Open Cases
    Breakdown score and trend of the open cases by age in days on a specified day. The score for each service is calculated according to this formula: 
    [[Summed age of open cases] / [Number of open cases]] / 24
    Number of New Cases
    Breakdown of the new cases by the service, agent, or agent group in the last three months. The data for the cases is collected from the [sn_bom_loan_b2b_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or agent group in the last seven days. The score is calculated according to this formula:
     [[Summed duration of closed cases] / [Number of closed cases]] / 24

    Breakdowns

    • Agent
    • Agent Group
    • Age
    • Service