Ensure that metrics reflect only historical data by applying a special filter called Filter on Cases.

Based on your analysis goals, you might want to limit the View to historical data, or only completed Cases. For example, you might want to consider only completed Cases when using the Average Case Duration and Total Duration metrics to understand how long completed Cases took to finish. Including Cases that are still in process can skew these metrics. To exclude Cases that are still in process, define the start and end activities for the process in Filter on Cases.
NOTE: If you want to use Predictive Analysis to predict how long open Cases will take to complete, do not apply this filter or any other filters that remove all open Cases from the View.

  1. In a View, in the header of the application, click the Data Filters icon as shown in the following figure:

    The application header includes a Data Filters icon.

    Data Filters icon
  2. In the Filters dialog box, on the Active Filters tab, click Filter on Cases as shown in the following figure:

    The Active Filters tab displays the Filter on Cases option.

    Filter on Cases
  3. In the Start Activities and End Activities lists, select the checkboxes that reflect how a Case starts and ends, as shown in the following figure:

    In the Start Activities list, the selected Assigned checkbox indicates that a Case starts with this activity. In the End Activities list, the Canceled and Failure checkboxes are selected.

    Select Case start and end activities
  4. Click Apply.

    Result:

    Filter on Cases displays the selections for how Cases start and end, as shown in the following figure:

    In the example, Filter on Cases shows that the starting activity is Assigned and the ending activities are Canceled, Success, and Failure.

    Example filter definition for Filter on Cases
  5. Click Close to close the Filters dialog box and apply the filter to the active View page.

    For example:

    In the following figure, the Process Map for a View displays updated metrics based on the activities defined in Filter on Cases. You can hover over the filter to see the activities included in the filter:

    Hovering over the filter in the header displays a tooltip that lists the start and end activities associated with the filter.

    Filter on Cases in a Process Map
  6. Optional: To remove the filter, in the right corner of the filter, click x.