Finding Bad Patterns! Process Mining Use Case Series

[belalabusal]

How can you find records moving into the same state / assignment group over and over? We can see average durations with most of our reporting but how can we find records with obscenely long durations in certain states or transitions? How can we filter on very specific pesky behavior and then run some root cause analysis on that?

Hello all! It's time for another use case series session. I recently hosted an office hours series where I answered and showed A LOT of these different types of analyses. Process mining is a powerful tool and there are so many features available in it with so many different functionalities for different analyses. It's never lost on me that people may not be aware of all the features available, maybe they have forgotten or maybe we don't do the best job showing some of these tools front and center.   

Today's video will focus on different tools you have available to complete some specific types of analyses. There are a lot of unique types of behaviors and patterns within our processes. Let's find the ones that are most interesting! 

Check out the video recording here!

Our video today is a bit different. It is longer! We typically like to have 5-10 minute videos in our use case series but this office hours session was well quite received so I wanted to ensure we had it available to others who could not join! 

In this video we cover:

• Incidents Resolved more than once - and how this gets broken down
• Teams touching tickets more than one time
• Variation analysis and unique paths through your process
• Filtering your process down to a specific step (things moving into awaiting caller) 
• Long Duration and outliers of certain transitions of your process 
• SLA Analysis and root cause analysis
• MORE

Thanks for reading / watching 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