You often create a custom Dashboard to verify, disprove, or add details to a root cause analysis (RCA). Using custom Dashboards together with the information that you have from an RCA helps you to make significant connections in the data.

Use case scenario: Tracking failures

For this use case, you want to address points of failure in a process. On the Process Map, in the Failure activity card, you select Look for probable causes, as shown in the following figure:

Looking for probable causes of failure.

Looking for probable causes of failure
In the list of RCA results, you notice that failures correlate with California, Los Angeles, and Company C, as shown in the following example:

List of RCA results.

Example of RCA results

You decide to build a custom Dashboard to further investigate the cause of failures.

Creating the custom Dashboard

To create the custom Dashboard, in the header of the application, click the Dashboards icon. Then, in the navigation menu, click the plus icon next to Dashboards, as shown in the following figure:

The navigation menu displays a plus icon next to Dashboards.

Creating a custom Dashboard
The system displays the Dashboard Configuration dialog box. In the left column, the Available Inputs section organizes inputs by the following types:
Table 1. Dashboard input types
Input type Description
Process inputs Choices include the Process Map and Top Traces widgets.
KPIs If you created key performance indicators (KPIs) or if another user shared KPIs with you, then you can add these KPIs to a custom Dashboard.
Columns All the Case and Event columns ingested by the View from the data source.

For this custom Dashboard on failures, you are interested in specific columns based on the information from the RCA, including, State, City, and Type. You drag the inputs for the dashboard to the Selected Inputs column.

The system displays the custom Dashboard name in the navigation pane, so you know to enter the brief, yet descriptive Dashboard name of Failures. You also want to collaborate with other users in the Branch Operations group, so you share this custom Dashboard with the Branch Ops User Group.

The Dashboard Configuration dialog box looks like the following example before you click Save:

An example Custom Dashboard Configuration shows inputs such as the Case Duration column in Selected Inputs column.

Example Custom Dashboard Configuration

Using the custom Dashboard to deepen analysis

After you click Save in the Dashboard Configuration dialog box, the system displays the custom Dashboard in the main pane and also adds it to the navigation menu. You have already applied a filter on Failure, and this filter is displayed in the application header above the Dashboard, as shown in the following figure:

The system filters the Custom Dashboard on the undesired activity of Failure.

Failures custom Dashboard
Use the custom Dashboard to try different scenarios as you search for correlations that can help you understand why the process broke down. You begin by looking at the State widget, which clearly shows that failures are highest in California, followed closely by New York:

State widget shows that most failures occur in California.

State widget

In the State widget, click the California bar to add a California filter to the View and the Dashboard.

The following figure shows the Dashboard with the California filter applied:

The custom Dashboard shows new results in each widget, based on the California filter.

California filter in the custom Dashboard
After adding this filter, you see the following shifts in the data on the custom Dashboard:
  • The Average Case Duration increased from a little over 15 hours to over 21 hours.
  • Los Angeles has the highest number of failures.
  • Failures most strongly correlate with Company A.
  • Failures in California are strongly associated with the Plumbing Type and Maintenance Description.
  • The Priority is overwhelmingly Critical.

You can continue to shift the analysis of the data by applying different filters. For example, you might also want to investigate failures in New York using this same custom Dashboard.