Measuring process enhancements

Benchmarking use case: Measuring process enhancements

If you implement process enhancements or new employee training, you can use benchmarking to measure the impact of the changes.

For example, you recently introduced new training and added resources to reduce bottlenecks that you discovered in the Chicago location. Your goal is to reduce the Case Average Duration, and you want to see how this metric trends several weeks after the training and resource changes.

To do this, apply a Chicago filter to the View. Then, in Benchmarking Side-by-side Comparison, select Case Start Timestamp as the column on both sides. In the Min/Max values fields, select a start date before the changes and a start date a few weeks after the changes, as shown in the following figure:

After clicking Compare, you review the metrics, focusing on Case Average Duration, which has dropped by almost 4 hours since the changes.