Get insights into performance of your team

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.

    Before you begin

    Role required: sn_process_optimization_analyst

    You must have mined the project for that KPI group for which you want to analyze process insights. For more information, see Create a Process Mining project for a KPI group.

    About this task

    You get the process insights and variation analysis for a parent or a child KPI. You can also view the metrics and records for a parent or child KPI.

    Procedure

    1. Navigate to Workspaces > Manager Workspace.
    2. Select the Teams icon (Teams icon).
      The Teams page opens.
      Note:
      The Teams page shows assignment groups and their corresponding details, for example, Average handle time, Closed incidents, or Final call resolution. You can click the values for the related assignment group if you want more details. Such as, if you click a value for Average handle time, the new page shows the average handle time metrics detail page for the group IT service desk.
    3. Select the assignment group, for example IT Service Desk, for which you want to analyze process insights.

      The Teams page shows the KPIs that are mapped to an assignment group and the KPI groups that you selected in the KPI group list. You can change the KPI group using this list. You see the KPIs belonging to the KPI group for the same assignment group. But if only one KPI group is associated with the selected assignment group, the KPI group list is displayed as inactive.

      If you further drill down into a specific user in an assignment group, the user details page shows the assignment group that the user belongs to and the KPI group that the assignment group belongs to.

    4. Drill down into a KPI, for example, Closed incidents.
      Note:
      If you want to view insights for a parent KPI, click the Process analysis tab. Click the Metrics tab to view the metric details, for example, the details of Closed incidents. To see the number of records for closed incidents, click the Records tab.
    5. Drill down into a KPI for an agent, for example, P1 incidents.
    6. Select the Process analysis tab and perform process insights and variation analysis.
      You can analyze the process insights for the date range for which you’ve mined the data. For more information on business insights, see View business insights.