Business Process Insight
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
