Learn about the common inefficiencies that Workforce Intelligence identifies.

Workflows capture associate (data collector) behavior associated with specific processes. A unique workflow can be defined for every process or sub-process. Once defined, workflows run continuously and automatically collect desktop activity associated with their specified event triggers.

The data presented within the workflow visualization is intended to highlight areas of potential improvement by identifying inefficiencies within the process. After inefficiencies are identified, organizations can apply appropriate corrective actions to improve processes. These actions might include behavioral coaching, redesigning processes, or creating automations.

Workforce Intelligence identifies several types of inefficiencies, including the following cases:
Complexity
  • Process complexity: a high number of steps with high variation within a process
  • "Swivel chair" complexity: rapid toggling between two or more screens
  • Search complexity: screens with excessive scrolling activity
  • Screen complexity: excessive amounts of idle time within a screen
Friction
  • Data entry friction: screens with an excessive number of the Delete and Backspace key presses
  • Data entry bottlenecks: screens with an excessive number of keypresses
  • Excessive data movement: frequent copying and pasting between screens
Additional loss in productivity
  • Unstructured applications: frequent use of email and spreadsheets within a process
  • Process distractions: use of non-production applications within a production workflow
  • Excessive duration: unnecessary time spent on repetitive steps that can potentially be automated