Personal Lines Servicing dashboard
Summarize
Summary of Personal Lines Servicing dashboard
The Personal Lines Servicing dashboard, updated in the Yokohama release, offers ServiceNow customers a consolidated and modernized interface to monitor and analyze personal policy service requests within insurance services. It provides real-time insights into case statuses, trends, SLA breaches, and average resolution times, allowing teams to efficiently track and manage policy service cases from a single workspace.
Show less
Access and Roles
- Access the dashboard via Workspaces > Financial Services Workspace > Analytics Center or All > Personal Lines Servicing > Analytics. It is also available through the Platform Analytics Workspace.
- Viewing requires the sninspolicyb2c.manager role; editing capabilities require roles such as sninspolicyb2c.admin, snbompa.admin, and paadmin.
- Users upgrading from previous versions can still access the Core UI dashboard layout under All > Personal Lines Servicing > Dashboard.
Use Cases
- Personal lines managers can monitor all open insurance cases, identify SLA breaches, analyze case volumes and trends, track agent productivity, evaluate average closing times by service or agent, and drill down into error categories.
- Personal lines admins can customize dashboard views to tailor monitoring and reporting.
Key Indicators
The dashboard displays critical metrics including:
- Summed duration of closed cases per day, broken down by case stage and service.
- Number of closed cases daily, with breakdowns by stage and service.
- Open cases with SLA elapsed percentage greater than 80% indicating cases needing immediate attention.
- Counts of change coverage cases created and open for both auto and home policies.
- Number of cases rejected by customers.
- Comparison between cases closed within SLA versus those breaching SLA.
Breakdowns
Data can be analyzed by Policy Case Stage, Policy Service, and Policy Rejection Reason to provide detailed insights into case status and performance trends.
With the Personal 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 Personal 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 (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_policy_b2c.manager, required to view the dashboard widgets and data.
- sn_ins_policy_b2c.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Personal Lines Servicing dashboard
To access the Personal 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 by navigating to .
Use cases
| User | Dashboard use |
|---|---|
| Personal lines manager | Needs to gain visibility into the real-time status of insurance cases and do the following tasks:
|
| Personal lines admin | Needs to be able to customize views. |
Indicators
- Personal Lines Servicing.Summed duration of closed cases
- Number of hours to close the personal lines cases that day with Stage and Service breakdowns.
- Personal Lines Servicing.Number of closed cases
- Number of the personal lines cases that were closed today with Stage and Service breakdowns.
- Personal Lines.Open Cases with SLA Breached greater than 80%
- Number of the open personal lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Personal Lines: Number of change coverage cases created for both auto and home
- Number of the personal lines cases that were created today where the personal lines service is the Personal auto change coverage account or homeowners change coverage.
- Personal Lines Servicing.Number of closed cases with breached sla
- Number of the personal lines cases that were closed that day that breached an SLA.
- Personal Lines:Number of open cases breached SLA
- Number of the open personal lines cases that day that breached an SLA.
- Personal lines.Number of change coverage open cases for auto and home
- Number of the open personal lines cases that day where the personal lines service is Personal auto change coverage account or homeowners change coverage.
- Personal Lines Servicing.Number of cases rejected by customer
- Number of the cases that were rejected by a customer.
- Personal Lines Servicing.Number of closed cases with SLA
- Number of the personal lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met an SLA versus the number of cases that breached an SLA.
Breakdowns
- Policy Case Stage
- Policy Service
- Policy Rejection Reason