Understanding Average Duration in Analyst Workbench

[Jonathan Long]

I have setup a very simple project in process mining against our case table and have set the filter so it only captures 1 record. I have filtered down the activity to look at one part of our process which is to "Scope" what is being requested.

I am trying to understand how to interpret the Average Duration listed for breakdown and Summary and Insights page.

It seems inflated and I can't figure out why.

When I look at the individual routes on the workbench with the count and average it seems to make sense and match what I am seeing in the audit data.

But then when I glance at the Average duration in the breakdowns I cannot seem to understand how it arrives at 2 months, and that is also what is charted on the Summary and Insights page.

The only other thing I noted is that it seems to capture transitions between the same state. (see screenshot)

Appreciate any insights.

[chirag_bagdai · Accepted solution]

@Jonathan Long  -Ideally, I recommend raising a support case so the team can access the instance directly and investigate the issue thoroughly, as it's difficult to determine the root cause from screenshots alone.

If that's not possible, please share a screenshot or XML file of the sys_audit table for one case, as well as for  customer case record (including details on when the case was created and last updated).