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Call Centre & Process Mining

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George Varvaressos

An example of how process mining can help process discovery and analysis. If you have any questions please contact me gvarvaressos@ozemail.com.au

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The Call Centre Process discovery, analysis & improvement through process mining George Varvaressos Business Process Mining ? 2009
What is Process Mining? Process Mining is about; the discovery, analysis and monitoring of business processes by extracting information from an organisations event logs the reverse-engineering of processes analysis of human workflows conformance, performance analysis and auditing capabilities Business Process Mining ? 2009
Call Centre C the as designed process Business Process Mining ? 2009
Event Log C 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 C key data What the business processes actually looks like! possible bottlenecks the throughput rate the arrival rate waiting times decision points Not on the original as designed workflow diagram abandonment/balk behaviour ( black boxes ) from VRU only abandonment after VRU (10%) including hang & phantoms Business Process Mining ? 2009
Process Discovery C actual process Business Process Mining ? 2009
Next step C statistical analysis Is the process in statistical control ? Yes (excluding abandoned calls) Business Process Mining ? 2009
Capability Analysis C examine the distribution Business Process Mining ? 2009 Process is lognormal C as expected Ppk > 1 - Process is capable C can be improved!
Business Process Mining ? 2009 Call Centre Process Discovery C summary event logs C converted to process data workflow C designed compared to actual decision points C business rules quantified performance data C bottlenecks identified process capability C in control and capable Next step is to examine the process in detail
Process Analysis C 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 C most common paths taken Business Process Mining ? 2009
Process Analysis C who are working together? Business Process Mining ? 2009
Business Process Mining ? 2009 Organisational knowledge used to aid analysis Semantics of names and roles understood by organisation but not known by system Different to discovered role hierarchy
Business Process Mining ? 2009 Organisational knowledge used to aid analysis
Business Process Mining ? 2009 Application knowledge used to aid analysis Semantics of application understood by domain experts but not known by system
Business Process Mining ? 2009 Application knowledge used to aid analysis
Business Process Mining ? 2009 Using semantics to check conformance (1) Show instances of Regular Service completed by members of Team 4
Business Process Mining ? 2009 Using semantics to check conformance (2) 1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)
Business Process Mining ? 2009 Summary Process Mining perspectives Control flow Performance Organisational Conformance Case Part of the Process Improvement toolkit

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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. What is Process Mining? Process Mining is about; the discovery, analysis and monitoring of business processes by extracting information from an organisations event logs the reverse-engineering of processes analysis of human workflows conformance, performance analysis and auditing capabilities Business Process Mining ? 2009
  • 3. Call Centre C the as designed process Business Process Mining ? 2009
  • 4. Event Log C 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. Process Discovery C key data What the business processes actually looks like! possible bottlenecks the throughput rate the arrival rate waiting times decision points Not on the original as designed workflow diagram abandonment/balk behaviour ( black boxes ) from VRU only abandonment after VRU (10%) including hang & phantoms Business Process Mining ? 2009
  • 8. Process Discovery C actual process Business Process Mining ? 2009
  • 9. Next step C statistical analysis Is the process in statistical control ? Yes (excluding abandoned calls) Business Process Mining ? 2009
  • 10. Capability Analysis C examine the distribution Business Process Mining ? 2009 Process is lognormal C as expected Ppk > 1 - Process is capable C can be improved!
  • 11. Business Process Mining ? 2009 Call Centre Process Discovery C summary event logs C converted to process data workflow C designed compared to actual decision points C business rules quantified performance data C bottlenecks identified process capability C in control and capable Next step is to examine the process in detail
  • 12. Process Analysis C 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 C most common paths taken Business Process Mining ? 2009
  • 17. Process Analysis C who are working together? Business Process Mining ? 2009
  • 18. Business Process Mining ? 2009 Organisational knowledge used to aid analysis Semantics of names and roles understood by organisation but not known by system Different to discovered role hierarchy
  • 19. Business Process Mining ? 2009 Organisational knowledge used to aid analysis
  • 20. Business Process Mining ? 2009 Application knowledge used to aid analysis Semantics of application understood by domain experts but not known by system
  • 21. Business Process Mining ? 2009 Application knowledge used to aid analysis
  • 22. Business Process Mining ? 2009 Using semantics to check conformance (1) Show instances of Regular Service completed by members of Team 4
  • 23. Business Process Mining ? 2009 Using semantics to check conformance (2) 1 of 56 instances of Regular Service completed by members of Team 4 - (Morgan)
  • 24. Business Process Mining ? 2009 Summary Process Mining perspectives Control flow Performance Organisational Conformance Case Part of the Process Improvement toolkit