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Business Process / Workflow Mining

Features

Workflow, also known as a business process, can be monitored and analyzed in real-time by Germain UX. Lost productivity and overrun are automatically identified. In Germain, a business operation or workflow is the parent entity.

Business processes are monitored in two separate ways: Traditional or Collaborative.

A 'Step' is a milestone or phase of a business process.

Traditional Business Process

Configured with a fixed step definition in advance and driven by data collected from Germain RUM or Engines (e.g., user clicks, error events, log transactions). Steps are expected to be accomplished in sequence, and the business process is completed when the last step is reached. This type has a fixed number of steps that are expected to be accomplished in sequence. The business process is completed when the last step is reached. It is driven by data collected by Germain, such as user clicks, error events, log entries, etc.

Collaborative Business Process

Steps do not need to be configured in advance. The steps are automatically discovered from data and driven by user activity data. Steps are not executed in sequence, and users can generate activity on any prior step at any time. This mechanism accumulates durations into existing facts, allowing multiple users across multiple sessions to contribute to the same business process step facts. This type allows for an unlimited number of steps, and the steps are discovered from the collected data. The process is data-driven, iterative, incremental, collaborative, accumulative, and out of order. Steps are not expected to be accomplished in sequence, and the business process is completed when any activity is flagged as completed. It is driven by user activity data collected by Germain RUM (Extension or JS).

Overrun and Lost Productivity

In the realm of real-time business process monitoring, Germain UX employs a general calculation referred to as 'overrun.' However, for technical KPIs, this measure might be termed 'Lost Productivity' as it represents technical time that can be assumed to be impeding user time. This distinction does not apply to user-activity related KPIs, as their duration signifies Productive Time.

Duration that user waited - SLA threshold = lost productivity (technology time)
Duration that user worked - SLA threshold = overrun (user time or active duration)
Duration that process took - SLA threshold = overrun (process time or duration)

Tolat Lost Productivity on Counter Portlet

Total Lost Productivity on Counter Portlet - Germain UX

Total Overrun

Total Overrun on Counter Portlet - Germain UX

Pivot on Business Process Steps on Analysis Portlet

Pivot on Business Process Steps on Analysis Portlet - Germain UX

Business Process Waterfall Portlet

Business Process Waterfall Portlet - Germain UX

Interval

The interval represents user activity that spans some time and may include various interactions (scrolling, text input, mouse clicks, etc.). It represents the progress of a business process step, such as a user working on a service request and updating fields in an application. Germain UX can operate on any data it collects.

KPIs

Default KPIs and Business Processes are configured to provide example, but most likely you (or we) will need to create a custom BP for your use case(s). More details on the default KPIs: Business Process/Workflow KPIs, Pivots & Measures

Configuration

Create New BP

  • Go to Germain Workspace > Left Menu > Wizards > Business Process or Left Menu > Analytics > Business Process > click + icon

  • Select Traditional or Collaborative Business Process (see above for differences)

    Add a Standard or Collaborative Business Process - Germain UX

  • Step1 - Business Process main definition

    Business Process Definition step

    Business Process Definition step - Germain UX

Name - Identifies this business process (must be unique among all BP definitions; will be used also as part of the KPI name)

KPIs - This BP will process any data generated for any of these KPIs

Key Expression - Property to use to connect a single instance of this BP (usually a sessionId or correlationId)

Long Lived BP - This should be checked if this BP is expected to take more than a couple of days to complete.

Data Latency - Expected latency of fact data (in seconds; default 3600)

BP Timeout - Ongoing BP will timeout after this time; BP status will be marked as "TIMED_OUT" (in seconds; default 7200)

Record Outside Steps - If true, will record steps found outside of list of defined steps

Record Timeout - If true, will record BP in case of time-out otherwise we won't keep it

Record Timeout Threshold - Minimum progress (in %) required to record BP in case of timeout

Record Reset - If true, will record BP in case of reset otherwise we won't keep it

Record Reset Threshold - Minimum progress (in %) required to record BP in case of reset

Outside Filters - Map of filter criteria for outside steps. If empty, will collect all matched data as outside steps.

  • Step2 - Business Process Step definition(s)

    Business Process Step Definition step

    Business Process Step Definition step - Germain UX

Name - Business Process Step Name (must be unique among all BP Step definitions for this BP; will be used also as part of the KPI Step name)

Recurring Step - If true, marks this step as ocurring one or more times

Optional Step - If true, marks this step as optional

Filters - Map of filter criteria for this step (key of a specific filter is an attribute model (details on available model attributes are available here - Data Model) and value corresponds to the data value)

SLA Threshold Value - SLA value for this BP Step

SLA Color - Data point color if SLA not met

SLA Actions - Actions to be triggered when SLA not met

Label Generator - MVEL expression to generate BP step label (e.g. "Click on " + hierarchy.level1) (default: name)

  • Step3 - Business Process SLA(s) and Action(s)

    Business Process SLAs and Actions Definition step

    Business Process SLAs and Actions Definition step - Germain UX

SLA Threshold Value - SLA value for the entire BP

SLA Color - Data point color if SLA not met

SLA Actions - Actions to be triggered when SLA not met

  • Step4 - Portlet

    Business Process Portlet step

    Business Process Portlet step - Germain UX

Dashboard - Dashboard where BP portlet will be added

Portlet - Portlet type and its settings

  • Click FINISH

Update BP

  • Go to Germain Workspace > Left Menu > Analytics > Business Processes

  • Select a Business Process definition

  • Update its settings

Business Process configuration screen - Germain UX

Use Cases

Germain UX's workflow monitoring capabilities enable organizations to gain insights into the progress and performance of their business processes, identify bottlenecks or areas of improvement, and optimize productivity and efficiency. By monitoring user activity and data, Germain UX provides valuable real-time information for analyzing and optimizing workflows across various technologies.

Service: Analytics

Feature Availability: 8.6.0 or later

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