Work notes analysis
Work notes analysis helps you understand the operational reasons behind activity transitions, as recorded in work notes 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.
There are two types of work notes analysis. You can do a clustering without GenAI capability or with the GenAI capability. For information on using work notes analysis with GenAI capability, see Using Now Assist for Process Mining.