Cases and Events use case

Use case scenario

You are analyzing a workforce management process because you need to update the toolkits that technicians take with them to solve customer issues. To build effective toolkits, you want to look specifically at Cases that experienced a Rejected status related to a lack of spare parts. You will also need to build a compelling presentation to show the ROI on updating the toolkits, and you want to include actual stories from the field in your presentation.

Performing an initial analysis

Pega Process Mining provides multiple paths to help you complete this analysis. You decide to start with context attributes because you know that the Rejection Reason is included in the data source and the WFM View in which you are working. To do this, click the Dashboards icon and expand Other Columns:

In the navigation pane, Other Columns lists the additional context attributes that the View creator included, based on available columns in the data source. Context attributes enrich analysis by providing ways to see relationships in the data that go beyond the required metrics and the main columns. These context attributes also provide additional ways to filter the data, which is how you plan to begin the analysis. Scroll down the list of Other Columns and select Rejection_Reason:

The system displays data specific to the Rejection_Reason attribute. You can use any of the panes on the page to apply a filter. For this use case, in the Filter pane, type spare and then select Lack of spare parts from the results. Click Filter and select By Cases, as shown in the following figure:

The following figure shows this information on the Toolkit project Dashboard. You want to further focus your analysis on the Battery type. To do this, in the Type widget, click the Battery bar:

The following figure shows this information on the Toolkit project Dashboard.

Accessing Cases and Events

This information on the Dashboard reveals a toolkit problem that you want to investigate further. You want to look closely at specific Cases and talk with the resources associated with these Cases. To begin this drill-down analysis, in the header of the application, click the Cases and Events icon, as shown in the following figure:

The Cases and Events page provides several panes that you can use to drill down to the details for Cases and events. In the following figure, the header shows the filter on the Rejection Reason of Lack of spare parts and the filter on the Battery type of Case. These filters limit the data on the Cases and Events page so that you can focus on your goal of finding Cases and resources to help you build effective toolkits for field technicians:

Viewing Cases and Events metrics

The top of the page displays several useful metrics for duration, events, and activities:

Viewing Case Distribution

The Case Distribution pane shows that four Cases were rejected due to a lack of spare parts on April 1st. Throughout the rest of the month at least one Case was rejected each day throughout the month, with the end of the month showing the least number Cases with this issue:

While these numbers seem small, if other months share similar results, the cost of not having the right spare parts adds up, and your goal is to get this number as close to zero as possible.

Performing Analysis from the Cases Table

In the Cases Table, sort the list by Case Duration to find the Case that took over 7 hours:

To find details on this Case, right-click the Case and select Open Case overview:

The system displays the Case Overview page for this Case. The Events Table lists useful event columns for the Case, such as Resource and Cost. These details are available because the View creator included these columns from the data source. You can use this information to contact resource to interview and to also better understand the extra cost associated with rejecting Cases because spare parts are unavailable. You want to view the Case details in the Timeline format. To do this, at the top of the Events Table, click Timeline:

The timeline view of the Events Table displays data in a graphical format. The timeline for this Case shows that it took over 5 hours to move the Case to Open after it was rejected. You want to view the details for this event. To do this, click the Event Details icon (three dots):

The system displays the event details in the Timeline. If you want to view all the data associated with the event, click Fetch all data. The following figure shows details related to opening the Case after it was rejected:

For your purposes, you want to capture an image of this page and create an Insight from it because it shows a specific example of the cost of Case rejection in a visual way. You want to include this in your report and presentation later. As with most pages in Pega Process Mining, you can create an Insight by clicking the lightbulb icon in the upper-right corner of the page.

Viewing Top Traces in Cases and Events

In the Top Traces section, you can hover over traces to see the progression of activities in the trace. In this use case, the most common trace is Assigned > Dispatched > Received > Rejected > Open > Assigned > Dispatched > Received > Accepted > On the Way > In Progress > Success:

After you hover over the second most common trace, you discover that four Cases were rejected twice:

You want to investigate further to see if both rejections were due to a lack of spare parts. To filter the View by this trace, right-click the trace and select Filter selected trace(s):

The system applies the filter to the View. The header shows this new filter, and the Cases and Events page displays metrics and Cases based on this additional filter:

Performing analysis in Case overview

You want to view the flow and the Resources associated with these Cases. To drill down to these details, right-click a Case and select Open Case overview:

On the Case Overview page, in the Events Table, scroll down to see the Resources who worked on this Case. You plan to contact these resources to ask about their experience and capture personal stories related to the lack of spare parts. You also want to add the Rejection Reason column to this table so that you can see if lack of spare parts was the issue for both rejections. To do this, in the upper-right corner of the Events Table pane, click the Analysis Options icon, select the Rejection_Reason checkbox, and click Apply:

With this column added, sort the Events Table by Activity and maximize the pane. From the results, you can see that the Case was rejected twice for lack of spare parts:

When you contact the resources for this Case, you also want to ask about the workflow and why the Case was rejected twice.

This use case provides one example of how you can use Cases and Events, together with other analysis tools, to drill down and obtain specific information about individual Cases.