Example of Performance Analytics using Process Mining
Understand how you can extract data from a Performance Analytics indicator that is based on incident, problem, change, customer service case, or request process data.
As a process analyst, you view your Performance Analytics dashboard and see that the ‘Number of open incidents’ indicator has increased over the last two months. You understand that an increase in this kind of metric causes lower customer satisfaction, and increases business costs. To dig deeper into the numbers, you open the Analytics Hub for the indicator.
Among the many analytical tools in the Analytics Hub, you have the ability to open the Process Mining workbench. With Process Mining, you may be able to resolve this increase in incidents.
You select the Go to Process Mining icon from the dashboard.
The action automatically creates a process map in the context of the indicator. You navigate to the Process Mining Analyst Workbench to investigate the root cause.