Example of an indicator using Process Mining
Understand how you can extract data from an indicator that is based on incident, problem, change, customer service case, or request process data.
As a process analyst, you view your dashboard and see that the ‘Number of resolved incidents’ indicator has decreased over the last two months. You understand that a decrease in this kind of metric causes lower customer satisfaction, and increases business costs. To dig deeper into the numbers, you open KPI Details for the indicator.
Among the many analytical tools in KPI Details, 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 Open in Process Mining icon.
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.