Description

Does this sound familiar?  

  • A sales opportunity fell off the chart due to a process mistake that was handled poorly.
  • Which channels are mostly affecting Customer Retention and why?
  • What are the inefficiencies that cost your organization the most?
  • Too many tools involved in Process Mining and too many roadblocks prevent you from getting the right insights.

Workflow, Business Operations can be monitored in real-time by Germain, to identify frictions, inefficiencies, discover users not following best-practices, etc.

Entities

Business Process

BP or Workflow is the "parent" entity

Step

A milestone/phase of a business process

Interval

BP Interval is what is needed if you are interested in understanding how much time is spent making progress on a workflow. That time can either be spent by a user that interacts with an application or a Back-end application that changes the state of the workflow by automatically updating some field(s). Germain's BP can operate on any data that Germain collects. A BP Interval is one specific type; it represents user activity that spans some time and may include many different things (scroll, text input, mouse clicks, etc). The interval represents the progress of a "BP step" e.g. user "john" works on a Service Request, updating various fields on various pages of one or several application.

Note: for backend transaction-related processing, the KPI that represents the backend transaction needs to be included in the BP configuration.

Configure

Each business process definition is defined under Analytics> Business Processes:


BP Attributes

  • Name - Identifies this business process (should be unique among all BP definitions)
  • KeyExpression - Property to use to connect a single instance of this BP (usually a sessionId)
  • Latency - Expected latency of fact data (in seconds; default 120)
  • Timeout - ongoing BP will timeout after this time; BP status will be marked as "TIMED_OUT" (in seconds; default 300)
  • RecordTimeout - If true, will record BP in case of time-out otherwise we won't keep it
  • RecordTimeoutThreshold - Minimum progress (in %) required to record BP in case of timeout
  • RecordReset - If true, will record BP in case of reset otherwise we won't keep it
  • RecordResetThreshold - Minimum progress (in %) required to record BP in case of reset
  • bpClass - Model class used to store BPs generated from this definition (currently supported GenericBusinessProcess or SiebelBusinessProcess)
  • bpStepClass - Model class used to store BP steps generated from this definition (currently supported GenericBusinessProcessStep or SiebelBusinessProcessStep)
  • RecordOutsideSteps - If true, will record steps found outside of list of defined steps
  • OutsideFilters - Map of filter criteria for outside steps
  • Kpis - This BP will process any data generated for any of these KPIs
  • Steps - List of BP steps
  • Linear - Short Lived process (if not checked, the BP is considered "long lived" and may span over days)

Step Attributes

  • name - Business Process Step Name. Must be unique name for this BP defnition
  • recurring - If true, marks this step as ocurring one or more times
  • optional - If true, marks this step as optional
  • labelGenerator - MVEL expression to generate BP step label (e.g. "Click on " + siebel.view)
  • metrics - Metric definitions for this step (additional/optional metrics that we want to collect for a particular step - e.g. volume of user clicks between 2 steps)
  • filters - Map of filter criteria for this step

Filter criteria can be set for a BP/Step

Key of a specific filter is an attribute model (details on available model attributes are available here - Analysis Model Reference) and value corresponds to the data value. In the example above this particular BP Step is looking for a data point where name == GotoView and type == HTTP:Request and Siebel View == FINS Home Page.


Dashboard

Use our preconfigured dashboard or create your own

4 visualization levels

Aggregate > pivot > drill-through >root-cause analysis
Those 4 levels apply to both Business and Technical Dashboards.

Business Dashboard

Business-related metrics targeted for a Business organization 

User Type has to be set as Business

Technical Dashboard

Technology-related metrics for an IT organization
User Type has to be set as Technical (systems > 

8 types of portlets


Examples