Worknotes analysis

Worknotes analysis helps you understand the operational reasons behind activity transitions, as recorded in worknotes and comments. Typical examples include transitions from resolved to work in progress or changes in assignment groups, such as from service desk to specialist group.

Analyzing work notes helps clarify the reasons behind a transition. This process involves extracting work notes made by agents and requesters immediately before and after the transition occurs. Subsequently, clustering techniques are employed to categorize records with similar work notes.

Note:

Worknotes analysis is available for a record count between 100 and 300,000.

• Configure worknotes analysis
  Configure worknotes analysis for a process table to view the worknotes analysis for a project based on that process table.
• Perform worknotes analysis
  Generate a worknotes analysis on a transition.
• Resubmit worknotes analysis
  If a worknotes analysis fails for some reason, you can resubmit it.