Analyzing reworks use case

Learn how to use Reworks to deepen analysis.

You can begin the analysis of reworks from many different areas of Pega Process Mining. For example, you can begin directly from the Reworks page. You can also consult the Reworks page after performing analysis from another page, such as from Dashboards or the Process Map.

In this use case, you are tasked with finding reworks in the process. You start from the Process Map, which makes it easy to immediately see reworks in a visual format. You see that nearly 7,000 Cases go from Open back to Assigned, as shown in the following figure:

To investigate this rework, click the transition to open the transition card, and then select Cases that passed by this edge:

The system applies this filter to the View, and Process Map now focuses on the rework. You increase the Traces slider to learn more about the traces associated with this transition (edge). After increasing the visible traces represented on the map, you can see that Cases from several different activities follow a trace to pass the Open activity:

With the Open and Assigned edge filter applied to the View, you also see that these traces are included in about 20% of Cases and 30% of events. Additionally, these traces are associated with high Average and Total Durations, based on the Fast Metrics. The top trace occurs 830 times, and you are very interested in continuing the analysis on these traces that contain rework:

You know that addressing this rework is important to improving time to serve. To perform deeper analysis on this transition, click the Analyses icon and select Performance > Reworks.

The Reworks page lists the traces that include a transition from Open to Assigned. Using this list, you can easily see the metrics associated with each rework trace, such as number of Cases affected and also how much time each rework trace adds to the duration of the process. The top trace that you noted in the Proces Map is displayed at the top of the list:

Click the arrow to expand this rework result. The expanded area provides metrics in visual formats and provides access to more analysis tools, such as Show cases and Look for probable causes.

You want to view the Cases and Events page based on this specific trace and drill down to individual Cases. To do this,click Show Cases. The system applies the trace filter to the View and displays the Cases and Events page. In the Case Distribution chart, you can see that on April 22nd, a little over 80 Cases experienced this rework:

This is a clue that you can use to determine what was going on around that time. To filter on this day, click the peak on the Case Distribution. The system applies a date filter to the View and lists Cases that occurred on this date. Now you have a more focused View, and you can drill down to specific Cases that experienced this rework on April 22nd:

From this use case, you can see one example of how to use the Reworks page within the flow of an analysis to identify reworks. The Reworks analysis and other performance analysis options are off-the-shelf analyses that you can use to accelerate the discovery of problems and their impacts in the process. You can use data from the Reworks page in many different ways as you analyze the performance of processes.