---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Financial Services Payment Operations dashboard

# Financial Services Payment Operations dashboard {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

With the Financial Services Payment Operations dashboard, you can get an insight into how your team and business are performing for payment inquiries, claims, and debits.  
Important:  
The Financial Services Payment Operations dashboard has been modernized to give you a better user experience.

You can monitor the status of these 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 open cases, the new cases, and the average closing times of
the payment cases.

## Required ServiceNow AI Platform roles {#payment-operations-dashboard__section_ghd_dgj_t4b}

* sn_bom_payment.manager, required to view the dashboard widgets and data.
* sn_bom_payment.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
{#payment-operations-dashboard__ul_uks_ypt_rlb}

## Access the Financial Services Payment Operations dashboard {#payment-operations-dashboard__section_utb_q4g_s1c}

To access the Financial Services Payment Operations dashboard, navigate to WorkspacesFinancial Services WorkspaceAnalytics Center (![Analytics center icon.]()).

Alternatively, you can navigate to AllPayment OperationsAnalytics.

You can also access the dashboard from the Platform Analytics
Workspace. For more information about the Platform Analytics
Workspace, see [Analytics Center](https://www.servicenow.com/docs/access?context=analytics-center&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).

If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to AllPayment OperationsDashboard.

## Use cases {#payment-operations-dashboard__section_ihd_dgj_t4b}

For examples of how different people in your organization can use this dashboard, see the use cases in the following table.

{#payment-operations-dashboard__table_jhd_dgj_t4b__entry__2}

| User | Dashboard use |
|-|-|
| Payment manager | Needs to gain visibility into the real-time status of the payment cases and do the following tasks: * Monitor all the open payment cases that have breached an Service Level Agreement (SLA) * Monitor the volume of each payment case type and their trend * Review agent productivity * Review the average closing time of cases for a service, agent, or group * Monitor the details of claims by error type * Drill down into the details in an error category {#payment-operations-dashboard__ul_yyn_kjt_tnb} |
| Payment admin | Needs to be able to customize views. |
[Table 1. Use cases for the Financial Services Payment Operations dashboard]

{#payment-operations-dashboard__table_jhd_dgj_t4b}

## Indicators {#payment-operations-dashboard__section_khd_dgj_t4b}

% of open internal claims having customer error based upon payment processor
:   Percentage of the open internal claims that have a customer error based on the payment processor. The score is calculated according to this formula:

        ([Total Number of open internal claims having customer error grouped by payment processor]/[Total Number of open internal claims having customer error])*100

% of closed external claims having bank error based upon actual treatment
:   Percentage of the closed external claims that have a bank error based on the actual treatment where the breakdown is Outcome reason. The score is calculated according to this formula:

        ([Number of closed external claims having bank error based upon outcome]/[Total number of closed external claims having bank error used in total number recovery])*100

% of open internal claims having bank error based upon error category
:   Percentage of the open internal claims that have a bank error based on the error category where the breakdowns are Age and Bank error category. The score is calculated according to this formula:

        ([Total Number of open internal claims having bank error based upon error category]/[Total number of open internal claims having bank error])*100

% of total claim amount refunded for external claims having customer error
:   Percentage of the total claim amount refunded for external claims that have a customer error where the breakdowns is Actual treatment. The score is calculated according to this formula:

        ([Sum of refund amount for closed external claims having customer error based upon Actual treatment]/[Total sum of refund amount for closed external claims having customer error])*100

% of closed external claims having customer error based upon actual treatment
:   Percentage of the closed external claims that have a customer error based on the actual treatment where the breakdown is Outcome reason. The score is calculated according to this formula:

        (([Total number of closed external claims having customer error based upon outcome]/[Total number of closed external claims having customer error])*100)||0

% of open internal claims having bank error based upon requested treatment
:   Percentage of the open internal claims that have a bank error based on a requested treatment where the breakdowns are Age and Payment processor. The score is calculated according to this formula:

        ([Total Number of open internal claims having bank error grouped by payment processor]/[Total count of open internal claims having bank error based upon requested treatment])*100

% of open internal claims having requested treatment as exception
:   Percentage of the open internal claims that have a requested treatment as an exception where the breakdowns are Age and Error type. The score is calculated according to this formula:

        ([Number of open cases having requested treatment as Exception]/[Total Number of open cases having requested treatment as Exception])*100

% closing Time of payment cases
:   Percentage of the closing time of payment cases where the breakdowns are Age, Payment cases, and Payment agent. The score is calculated according to this formula:

        [Summed Duration of Payment Closed Cases]/[Number of Payment Closed Cases] /24

% of total claims recovered for external claims having refunded amount
:   Percentage of the total claims recovered for external claims that have a refunded amount where the breakdown is Actual treatment. The score is calculated according to this formula:

        ([Sum of refund amount for closed external claims having bank error]/[Total sum of refund amount for closed external claims having bank error])*100

% of closed external claims having bank error for actual split treatment
:   Percentage of the closed external claims that have a bank error for an actual split treatment where the breakdown is Actual treatment. The score is calculated according to this formula:

        ([Total number of closed external claims having bank error based upon actual treatment]/[Total number of closed external claims having bank error])*100

% of open internal claims having customer error based upon requested treatment
:   Percentage of the open internal claims that have a customer error based on the requested treatment where the breakdowns are Age and Customer error category. The score is calculated according to this formula:

        ([Total Number of open internal claims having customer error with custom error category]/[Total Number of open internal claims having customer error])*100

% of closed external claims having customer error for actual treatment
:   Percentage of the closed external claims that have a customer error for the actual treatment. The score is calculated according to this formula:

        ([Total number of closed external claims having customer error based upon actual treatment]/[Total number of closed external claims having customer error])*100

% of internal claims having requested treatment as protected
:   Percentage of the internal claims that have a requested treatment as protected where the breakdowns are Age and Error type. The score is calculated according to this formula:

        ([Number of open cases having requested treatment as Protected]/[Total number of open cases having requested treatment as Protected])*100

Number of closed external claims having customer error with requested treatment as exception
:   Number of the closed external claims that have a customer error with a requested treatment as an exception where the breakdown is Actual Treatment.

## Breakdowns {#payment-operations-dashboard__section_lhd_dgj_t4b}

* Actual Treatment
* Age
* Bank Error Category
* Customer Error Category
* Error Type
* Outcome Reason
* Payment Agent
* Payment Cases
* Payment processor
* Payment Service
* Payment Type
{#payment-operations-dashboard__ul_mhd_dgj_t4b}

## Filters {#payment-operations-dashboard__section_phd_dgj_t4b}

The following table shows the available filters in the Payment Operations dashboard.{#payment-operations-dashboard__table_qhd_dgj_t4b__entry__3}

| Name | Type | Description |
|-|-|-|
| Actual Treatment | Choice | Shows the choices available for the actual treatment of payment claims. |
| Age | Bucket | Shows the age ranges in days for the payment cases. |
| Bank Error Category | Choice | Shows the choices available for the bank error category for payment claims. |
| Customer Error Category | Choice | Shows the choices available for the customer error category for payment claims. |
| Error Type | Choice | Shows the choices available for the error type for payment inquiries. |
| Outcome Reason | Choice | Shows outcome choices available for payment claims. |
| Payment Agent | Script | Fetches the assigned payment agents with the sn_bom_payment.claim_agent or sn_bom_payment.inquiry_agent role from the User Role table. |
| Payment Cases | Script | Fetches the payment case records from the Task table. |
| Payment Processor | Choice | Shows the choices available for Payment Processor for methods of payments. |
| Payment Service | List | Fetches the records for all payment tasks. |
| Payment Type | Script | Fetches the payment case records from the Task SLA table. |
[Table 2. Filters available in the Payment Operations dashboard]

{#payment-operations-dashboard__table_qhd_dgj_t4b}

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