Who is really breaching our SLAs?
It's a question that was asked to me by one of my customers a few weeks back and I had to stop and ask them to clarify - "What do you mean by that?". Well, they went on to explain that a lot of teams often report that while they are breaching SLAs, it's really because that ticket is being transferred to them super late, sometimes within minutes of the SLA actually breaching. These teams were getting frustrated because they were the ones getting dinged as breaching the SLA when in reality another team held onto that work for 99% of the time and gave it to them last second.
I thought this was a perfect use case for some more 'complex' (not really that complex) transition filters, we worked through it, and every customer I've shown this to ever since has been pretty blown away. So let's take a look at how easy it really is!
Here is a quick video on how to achieve this with many examples or follow along below:
How to do the analysis
This approach can be applied to any workflow (Incident, HR Case, Customer Service Case, etc) and does not require any additional/special Process Mining configuration beyond the out of the box content packs offered with a given workflow.
So today we will start directly in the process map. I will be using incident but feel free to use any table / process that you have associated SLAs.
Quick note here: when setting up your process mine make sure you include the Task SLA use case!
As you can see I have both the incident table and the associated Task SLAs that were breached in this mine. The ACTIVITIES that I added to this mine are both State and Assignment Group but please note for this analysis you could only use assignment group and it will work just the same!
From here we will navigate to our "Advanced Filters" and we will click on Transitions:
Now here is the scenario we are looking for. I want to know...
Whenever ANY group reassigns and incident to ANY other group
AND
SLA breaches within 1 hour
Group A -> Group B -> SLA Breaches (within 1 hour)
So I will build this specific transition:
So in the first screenshot above I built the very specific transition we are looking for - Group A -> Group B -> SLA Breach.
In the second screenshot I specified between steps 2 & 3 I need a specific time constraint. So from Group B -> Breach SLA only show me where this occurred between 1 minute - 1 hour.
We will hit "Apply" and after the transition loads we will only be left with the records on the map were this specific transition occurred. AKA which groups held onto work until JUST before the SLA breached and then transferred before they breached. Feel free to adjust that time constraint to whatever works for you!
This was just one example of how you can use transition filters across tables to really help you tell the actual story of what's going on. Good luck!
Thanks for reading and as always,
If you are looking for more in-depth training you can use the Process Mining Academy library of content
You can find other Process Mining use cases here
BelalA
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