Dispute Management dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Dispute Management Dashboard

    The Dispute Management dashboard offers valuable insights into the performance of card service requests within financial services. It provides a modernized interface for monitoring the status of dispute cases efficiently in a single view. Users can analyze closed cases that breached Service Level Agreements (SLAs), open cases requiring immediate attention, and average closing times for card cases.

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    Key Features

    • Access Control: Requires specific ServiceNow AI Platform roles (e.g., snbomcreditcard.disputemanager to view dashboard data and widgets, and administrative roles for editing).
    • Dashboard Navigation: Accessible via Workspaces > Financial Services Workspace > Analytics Center or All > Card Operations > Analytics.
    • Use Cases: Tailored for various roles, such as card dispute managers and credit card admins, facilitating visibility into dispute case statuses, trend monitoring, and detailed case reviews.
    • Indicators: Key performance indicators track metrics like the number of closed cases, open cases breached SLA, chargeback tasks, and average closing times.

    Key Outcomes

    By utilizing the Dispute Management dashboard, financial services teams can enhance operational efficiency, ensure compliance with SLAs, and improve overall case management. The dashboard empowers users to make informed decisions based on real-time data and trends, leading to better service outcomes and customer satisfaction.

    With the Dispute Management dashboard, you can get an insight into how your team and business are performing for the card service requests that were received for your financial services.

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

    You can monitor the status of card service cases 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 card cases.

    Required ServiceNow AI Platform roles

    • sn_bom_credit_card.dispute_manager, needed to see the dashboard widgets and data.
    • sn_bom_credit_card.admin, sn_bom_pa.admin, and pa_admin, needed to edit the dashboard.

    Access the Dispute Management dashboard

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

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

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    User Dashboard use
    Card dispute manager Needs to gain visibility into the status of the dispute cases and do the following tasks:
    • Monitor the open dispute cases that have breached a Service Level Agreement (SLA) or are about to breach an SLA and need attention
    • Monitor the daily, weekly, and monthly trends of the volume of dispute cases
    • Review the average closing time of cases
    • Drill down into the details in a dispute service case
    Credit card admin Needs to be able to customize views.

    Indicators

    Card Dispute.Number of closed cases with sla
    Number of the dispute cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met SLA versus the number of cases that breached an SLA.
    Card Dispute.Number of open cases breached sla
    Number of the open dispute cases that day that breached an SLA.
    Card Dispute.Number of chargeback tasks
    Number of the tasks where the dispute was a chargeback.
    Card Dispute.Summed duration of closed cases
    Number of hours to close the dispute cases that day with Age and Service breakdowns.
    Card dispute.Number of open cases
    Number of the open dispute cases that day where the breakdown is Age.
    Card Dispute.Number of dispute write off
    Number of the dispute transactions where the outcome was a write off.
    Card Dispute.Number of successful chargebacks
    Number of the transactions where the outcome was a successful chargeback.
    Card Dispute.Number of closed cases
    Number of the dispute cases closed today where the breakdowns are Age and Service.
    Card Dispute.Number of closed cases with breached sla
    Number of the dispute cases closed that day that breached an SLA.
    Card Dispute.Open Cases with SLA Breached greater than 80%
    Number of the open dispute cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Card Dispute.Number of created cases
    Number of the dispute cases that were created today.

    Breakdowns

    • Age
    • Card network
    • Chargeback code
    • Dispute reason
    • Service