Commercial Lines Servicing dashboard
Summarize
Summary of Commercial Lines Servicing Dashboard
The Commercial Lines Servicing dashboard provides insights into the performance of personal policy service requests within financial services. It has been updated for an enhanced user experience, enabling users to monitor policy service case statuses, identify trends, and access detailed information from a single view. Users can analyze closed cases that breached Service Level Agreements (SLAs), open cases requiring immediate attention, and average closing times for policy service cases.
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Key Features
- Real-time Monitoring: Users can track the status of open insurance cases and those that have breached SLAs.
- Custom Views: Administrators can customize dashboard views to suit their needs.
- Detailed Metrics: The dashboard includes indicators for closed cases, average closing times, and open cases breaching SLAs.
- Access Points: Navigate to Workspaces > Financial Services Workspace > Analytics Center or use All > Commercial Lines Servicing > Analytics to access the dashboard.
- Role Requirements: Specific ServiceNow roles are required to view or edit the dashboard.
Key Outcomes
By leveraging this dashboard, users such as Commercial Lines Servicing managers can gain visibility into case statuses, monitor agent productivity, and evaluate service efficiency. The dashboard supports better decision-making and operational improvements through accessible data analytics regarding insurance service requests.
With the Commercial Lines Servicing dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
The Commercial Lines 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, the open cases that need immediate attention, and the average closing times of the policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_policy_b2b.manager, required to view the dashboard widgets and data.
- sn_ins_policy_b2b.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Commercial Lines Servicing dashboard
To access the Commercial Lines 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 |
|---|---|
| Commercial lines servicing manager | Needs to gain visibility into the real-time status of the insurance cases and do the following tasks:
|
| Commercial lines servicing admin | Needs to be able to customize views. |
Indicators
- Commercial Lines Servicing.Summed duration of closed cases
- Number of hours to close the commercial lines cases that day with the Stage and Service breakdowns.
- Commercial Lines Servicing.Number of closed cases
- Number of the commercial lines cases that were closed today with the Stage and Service breakdowns.
- Commercial Lines.Open Cases with SLA Breached greater than 80%
- Number of the open commercial lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Commercial Lines: Number of BOP change coverage cases created
- Number of the commercial lines cases that were created today where the commercial lines service is a BOP change coverage account.
- Commercial Lines Servicing.Number of closed cases with breached sla
- Number of the commercial lines cases that were closed that day that breached an SLA.
- Commercial Lines:Number of open cases breached SLA
- Number of the open commercial lines cases that day that breached an SLA.
- Commercial lines.Number of bop change coverage open cases
- Number of the open commercial lines cases that day where the commercial lines service is a bop change coverage account.
- Commercial Lines Servicing.Number of cases rejected by customer
- Number of the cases that were rejected by a customer.
- Commercial Lines Servicing.Number of closed cases with sla
- Number of the commercial lines 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.
- Commercial Lines Servicing.Number of cases rejected by fulfiller
- Number of the cases that were rejected by the underwriter or processor.
Breakdowns
- Policy Case Stage
- Policy Reject Reason
- Policy Service