On the Timeline page, analyze how associates complete daily tasks by using task overlays.

Task overlays give a more complete picture of how work gets done by making patterns and sources of friction easier to interpret during analysis. This layer of information leads to better decisions at all levels, from coaching individual associates to transforming processes at the company level.

In the Associate's Timelines section, after you select a task to overlay on the timelines, the system displays the task as a separate line. Each instance of the task is a different shade, as shown in the following figure:


A task overlay for the Central Notepad Workflow task shows each instance of the task in a different shade of blue.

Task overlay with task instances

Task overlays help you to identify the applications and screens that associates use to complete a task. You can identify the applications within a task by referencing the colors in the Applications section. Alternatively, you can hover over an application or screen instance to view the name, as shown in the following figure:


Hovering over an application instance shows the application name and start and end usage within the task.

Viewing applications within a task
After analyzing application and screen usage within tasks, you can give focused feedback for more effective coaching by answering the following types of questions:
  • Are associates using the preferred applications to complete tasks?
  • Are associates following the recommended flow of applications and screens to complete tasks?
  • Are associates following compliance rules by visiting certain applications and screens when completing a task?
  • Are associates embracing change and using updated applications instead of legacy systems?

For example, in the following figure, the associate used the application identified by light green several times when completing the task. If this application is a legacy application that you recently replaced, then this data might reveal the need to encourage adoption of the new application:


The colors for different applications and screens help you to analyze application usage within a task.

Analyzing application usage within a task

You can take your task analysis even further by viewing task details. For each task instance, you can hover over the instance to view specific start and end times and interaction metrics. For example, in the following figure, hovering over an instance of the Central Notepad Workflow task displays a pop-up window that lists task details:


Hovering over an instance of a task displays the start and end date and time, and a list of metrics, such as keypress count.

Displaying task instance details
When you hover over a task instance, a pop-up window lists the following details:
  • Task name
  • Task instance ID
  • Cut count
  • Copy count
  • Paste count
  • Keypress count
  • Mouse click count
  • Scroll count
  • Error keypress count
  • Start and end date and timestamp for the task
By using these metrics, you can provide focused coaching and also identify opportunities to improve overall efficiency. For example, you can use the task details to help answer the following types of questions:
  • Is the task duration reasonable? If not, what is the potential cause of the slowdown?
  • If the cut/copy/paste metrics are high, are there ways to automate steps in the task?
  • If the error keypress count is high, does the associate need more training or support?
  • Could an automation, such as automatically filling in client information, reduce errors and backspacing?
By using the Associates section to load timelines that represent a team or multiple teams, you can compare task data to help answer the following types of higher-level process questions:
  • How do different teams compare when completing work?
  • Within teams, what tasks are currently producing the most friction?
  • If one team completes tasks more quickly, what are they doing differently?
  • Do some teams show significant amounts of idle time between tasks?
  • Are off-computer tasks affecting overall efficiency?
  • What are the results of any pilot process improvement initiatives within specific teams?

By using task overlays with the Associates and Applications tools on the Timeline page, you can identify areas for improvement and also successes. This deeper lever of desktop data helps you to get a true picture of the "what" and the "why" behind process issues.