Compare scenarios side-by-side by selecting columns and values on two sides to generate a Process Map and the metrics for each process.

Accessing side-by-side comparison

In the navigation pane for a View, click the Analyses icon. Expand Benchmarking, and select Side-by-side comparison, as shown in the following figure:

In the navigation pane, Benchmarking is expanded to show the Side-by-side Comparison option.

Side-by-side Comparison in the navigation pane

Benchmarking columns and values

In the Side-by Side Comparison page, in the middle pane, the Column fields list all the columns included in the View. The system notes the classification of each column by adding parenthetical text of of either Case or Event, as shown in the following image:
The Benchmarking Columns field lists all of the columns that you can select, based on the data associated with the View.
Example of benchmarking columns
After selecting a Column Name, next click in the Column value list, and select a value, or multiple values, based on the data that you want to see. For example, in the figure below, based on the column selection of Cancellation_Reason (Case), the Column value field lists all of the possible cancellation reasons:
The Benchmarking Column values field list all of the possible cancellation reasons, such as Already Solved, Duplicated, and Lack of Agents.
Example of benchmarking column values

If you select multiple column values, then you can scroll through the list using a mousewheel to see the columns that you selected. To delete an individual column value that you no longer want to include in the comparison, click the x next to that value. To clear all of the column values, click the x for the entire field.

As shown in the following figure, the All except this value checkbox provides a way to only include the column values that you did not select.

After configuring the Column and Column value fields, click Compare to run the comparison.



Multiple column values selected

Viewing comparison results

After you click Compare, the Side-by-side Comparison page displays comparison metrics in the middle pane and interactive Process Maps in the left and right panes. The following diagram shows the results of cancellation reasons attributed to system errors compared to cancellation reasons attributed to a lack of agents.
Example of benchmarking results shows metrics in the middle pane, such as Case Average Duration, and Process Maps in the left and right panes.
Example of benchmarking results
Scrolling down the middle pane reveals additional metrics, as shown in the following figure:

Scrolling down the middle pane shows additional metrics.

Additional metrics
You can use the Process Maps to complete additional analysis. For example, you can click an activity or transition to launch a card so that you can apply a filter or look for probable causes, as shown in the following image:

A Process Map card provides more analysis options, such as applying a filter or looking for probable causes.

Continuing analysis in a benchmarking Process Map