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The Call Centre  Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009
What is Process Mining? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Process Mining © 2009
Call Centre – the ‘as designed’ process Business Process Mining © 2009
Event Log – generated by the call centre process  case  or process instance  Business Process Mining © 2009 Event log Mxml  PromImport Prom Process_ID EventName EventType Timestamp Originator Type Server Outcome 33116 VRU start 1/01/1999 0:00:31 No_Server PS No_Server Hang 33116 VRU complete 1/01/1999 0:00:36 No_Server PS No_Server Hang 33117 VRU start 1/01/1999 0:34:12 No_Server PS No_Server Hang 33117 VRU complete 1/01/1999 0:34:23 No_Server PS No_Server Hang 33118 VRU start 1/01/1999 6:55:20 Michael PS Michael Agent 33118 VRU complete 1/01/1999 6:55:26 Michael PS Michael Agent 33118 Regular_Service start 1/01/1999 6:55:44 Michael PS Michael Agent 33118 Regular_Service complete 1/01/1999 6:56:37 Michael PS Michael Agent 33119 VRU start 1/01/1999 7:41:16 Jack PS Jack Agent 33119 VRU complete 1/01/1999 7:41:26 Jack PS Jack Agent 33119 Regular_Service start 1/01/1999 7:41:27 Jack PS Jack Agent 33119 Regular_Service complete 1/01/1999 7:44:53 Jack PS Jack Agent
Process Discovery - control flow & performance What  does a business  process  look like? Business Process Mining © 2009
Process Discovery - control flow & decision points Business Process Mining © 2009
Process Discovery – key data ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Process Mining © 2009
Process Discovery – ‘actual’ process Business Process Mining © 2009
Next step – statistical analysis ,[object Object],[object Object],Business Process Mining © 2009
Capability Analysis – examine the distribution  Business Process Mining © 2009 ,[object Object],[object Object]
Business Process Mining © 2009 Call Centre Process Discovery – summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Process Analysis – only cases that completed successfully  Business Process Mining © 2009
Basic Performance Analysis (global) Business Process Mining © 2009
Basic Performance Analysis (process 33128) Business Process Mining © 2009
Basic Performance Analysis (task/originator) Business Process Mining © 2009
Process Diagram Analysis – most common paths taken Business Process Mining © 2009
Process Analysis – who are working together? Business Process Mining © 2009
Business Process Mining © 2009 Organisational knowledge used to aid analysis ,[object Object],[object Object]
Business Process Mining © 2009 Organisational knowledge used to aid analysis
Business Process Mining © 2009 Application knowledge used to aid analysis ,[object Object],[object Object]
Business Process Mining © 2009 Application knowledge used to aid analysis
Business Process Mining © 2009 Using semantics to check conformance (1) ,[object Object]
Business Process Mining © 2009 Using semantics to check conformance (2) ,[object Object]
Business Process Mining © 2009 Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Call Centre & Process Mining

  • 1. The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining © 2009
  • 2.
  • 3. Call Centre – the ‘as designed’ process Business Process Mining © 2009
  • 4. Event Log – generated by the call centre process case or process instance Business Process Mining © 2009 Event log Mxml PromImport Prom Process_ID EventName EventType Timestamp Originator Type Server Outcome 33116 VRU start 1/01/1999 0:00:31 No_Server PS No_Server Hang 33116 VRU complete 1/01/1999 0:00:36 No_Server PS No_Server Hang 33117 VRU start 1/01/1999 0:34:12 No_Server PS No_Server Hang 33117 VRU complete 1/01/1999 0:34:23 No_Server PS No_Server Hang 33118 VRU start 1/01/1999 6:55:20 Michael PS Michael Agent 33118 VRU complete 1/01/1999 6:55:26 Michael PS Michael Agent 33118 Regular_Service start 1/01/1999 6:55:44 Michael PS Michael Agent 33118 Regular_Service complete 1/01/1999 6:56:37 Michael PS Michael Agent 33119 VRU start 1/01/1999 7:41:16 Jack PS Jack Agent 33119 VRU complete 1/01/1999 7:41:26 Jack PS Jack Agent 33119 Regular_Service start 1/01/1999 7:41:27 Jack PS Jack Agent 33119 Regular_Service complete 1/01/1999 7:44:53 Jack PS Jack Agent
  • 5. Process Discovery - control flow & performance What does a business process look like? Business Process Mining © 2009
  • 6. Process Discovery - control flow & decision points Business Process Mining © 2009
  • 7.
  • 8. Process Discovery – ‘actual’ process Business Process Mining © 2009
  • 9.
  • 10.
  • 11.
  • 12. Process Analysis – only cases that completed successfully Business Process Mining © 2009
  • 13. Basic Performance Analysis (global) Business Process Mining © 2009
  • 14. Basic Performance Analysis (process 33128) Business Process Mining © 2009
  • 15. Basic Performance Analysis (task/originator) Business Process Mining © 2009
  • 16. Process Diagram Analysis – most common paths taken Business Process Mining © 2009
  • 17. Process Analysis – who are working together? Business Process Mining © 2009
  • 18.
  • 19. Business Process Mining © 2009 Organisational knowledge used to aid analysis
  • 20.
  • 21. Business Process Mining © 2009 Application knowledge used to aid analysis
  • 22.
  • 23.
  • 24.