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Manage Process Views

This page applies to business users. It describes how to manage process views in process insights.

Overview
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A process view is a subset of cases that is defined by a set of filters. By default, the system-provided All Cases view is available for all processes. You can create custom views to focus on specific types of cases.

Creating a view helps you explore how similar cases or parts of processes are performing. A view represents a meaningful segment of your cases that you want to focus your exploration on. For example, in a Financial Customer Onboarding process, you may want to create a view of cases involving corporate accounts only.

diagram of three views filtered on account type

Each view includes key metrics and charts, in addition to the process diagram for the cases represented in the view. Learn more about the elements of a process view.

Once you've familiarized yourself with the data in a process view, you can start drilling down on specific activities, sequences, or attributes that might be slowing the process down.

Tip:  By default, a view shows you process data without date restrictions. To set a specific date range for the data, use the Time Period option.

View permissions
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You can manage views based on process permissions and whether the view is the system-provided All Cases view or is created by users, as summarized in the table below.

Task

All Cases View

User-created Views

Access a view

🅐 Ⓥ

🅐 Ⓥ

Access view filters

–

🅐

Create a view

🅐

🅐

Pin or unpin a view

🅐

🅐

Pin or unpin a view

🅐

🅐

Rename a view

🅐

🅐

Edit view filters

🅐

🅐

Delete a view

🅐

🅐

Drill down to insights

🅐 (Average Case Duration KPI only)

🅐 (Count or Duration KPIs only)

Legend: 🅐 = Process Analyst; Ⓥ = Process Viewer

When to create a view
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When you decide to create a view, keep in mind that you can compare data for cases within a view, but not between views.

DO create a view based on...

DON'T create a view based on...

  • Case status. For example, creating a view that focuses on closed cases means you'll be reviewing a historical analysis of complete flows, rather than partial, in-progress flows.


  • Intended flow. Depending on how your data is stored, a single process data might track intentionally different flows. For example, in a process that tracks sales deals, closing a software deal might have different steps than closing a training deal. You wouldn't gather meaningful insights by comparing software deals to training deals. Instead, explore the different flows as different views.


  • Part of a process. You might want to create a view based on a specific phase or part of a process. For example, in a process that includes activities that must be completed by external partners, you may want to focus on only the activities that your organization controls.

  • A single region. Performance for a specific region is typically only meaningful in comparison to other regions. Instead of creating views for each region, explore performance across different values of a region attribute within a single view.


  • A single attribute, sequence, or activity you've got a hunch about. Instead, explore the attribute or activity in an existing view, then create a KPI to validate your hunch. Narrowing your focus down too quickly can limit the insights you might uncover.

Create a view
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You must have Analyst permissions for a process to create a view.

To create a view:

  1. Go to the process page.

  2. In the header of the PINNED VIEWS section, click CREATE VIEW.

    The CREATE VIEW dialog displays, with the Start Your View step active.

    Start Your View step in the Create View workflow

  3. Continue as appropriate:

    • To start with suggestions from AI Copilot, select Browse Suggested Views. Click GENERATE to see a list of suggested views. Suggested views persist for you and other users to select from. Select the view that looks most relevant to you, and proceed through the steps. You can edit all of the details in a suggested view.

      Tip:  Suggested views are available in select regions.

    • To start from scratch, select Start From Scratch.
    • To start from an existing view, select Start From Existing View, then select the view you want to use as the basis for the new view.

  4. Click NEXT. The Filter by Attribute step displays.

    Filter by Attribute step in the Create View workflow

    The Attribute Filters list contains the names of all attributes that Process HQ has identified in the process.

  5. Select attribute values that you want to filter the view on.

    As you make your selections, review the resulting changes to the displayed metrics and process diagram in the preview pane. You can also view a sample of cases that will be included in the view by clicking Case List.

  6. Click NEXT. The Filter by Activity step displays.

    Filter by Activity step in the Create View workflow

  7. (Optional) For Activities to Exclude, select one or more activities. The view will exclude any cases that contain one of the specified activities.

  8. (Optional) For End Activities, select one or more activities. The view will include only cases that end with one of the specified activities.

  9. Click NEXT. The Name Your View step displays.

    Name Your View step in the Create View workflow

  10. For View Name, enter a name. View names must be unique.

  11. Click CREATE. Process HQ creates and displays the new view page.

Access a view
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To access a pinned view:

  1. Go to the process page.
  2. In the PINNED VIEWS section, click the name of the view you want to access. The view page displays.

To access an unpinned view:

  1. In the process page, go to the All Views tab. This tab contains a list of all views associated with the current process.

    For example:

    All Views tab of a process page listing four views including the All Cases view

  2. (Optional) Search by view name.
  3. In the view list, click the name of the view. The view page displays.

Pin or unpin a view
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Pinnning a view to your process page allows you to access frequently-used views, so you can return to evaluating your process data even faster.

You must have Analyst permissions for a process to pin or unpin a view. You cannot unpin the system-provided All Cases view.

To pin or unpin a view:

  1. In the process page, go to the All Views tab.
  2. (Optional) Search by the view name.
  3. Click the three-dot menu in the view listing.

  4. Continue as appropriate:

    • Select Pin View to add the view to the PINNED VIEWS section.

      Tip:  You can also access this option using the settings icon in the view page.

    • Select Unpin View to remove the view from the PINNED VIEWS section.

      Tip:  You can also access this option using the three-dot menu for a view in the PINNED VIEWS section of the process page or using the settings icon in the view page.

Rename a view
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You must have Analyst permissions for a process to rename a view associated with that process. You cannot rename the system-provided All Cases view.

To rename a view:

  1. Access the view.
  2. In the header pane, click the settings icon .

  3. Select Rename View from the dropdown list.

    Tip:  This option is also available in the three-dot menu for a view in either the PINNED VIEWS section or All Views tab of the process page.

    The Rename View dialog displays.

    Rename View dialog

  4. For New Name, enter the new name you'd like to use.

  5. Click RENAME.

Edit view filters
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Filters determine which cases are included in the view. You set these filters initially when creating the view. You can then edit the filters as needed.

You must have Analyst permissions for a process to edit the filters for a view associated with that process. You cannot edit filters for the system-provided All Cases view.

To edit the filters for a view:

  1. Access the view.
  2. In the header pane, click the settings icon .

  3. Select Edit Filters from the dropdown list.

    Tip:  This option is also available in the three-dot menu for a view in either the PINNED VIEWS section or All Views tab of the process page.

    The Edit Filters dialog displays.

    Edit Filters dialog

  4. (Optional) For Activities to Exclude, select one or more activities. The view will exclude any cases that contain one of the specified activities.

  5. (Optional) For End Activities, select one or more activities. The view will include only cases that end with one of the specified activities.

  6. In the Attribute Filters list, select attribute values that you want to filter the view on.

    As you make your selections, review the resulting changes to the displayed metrics and process diagram in the preview pane. You can also view a sample of cases that will be included in the view by clicking Case List.

  7. Click SAVE.

Define the expected activity order
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The order in which activities occur can lead to the best outcome for your process—or the worst. For example, repetitions of an activity can signal rework. To identify these undesirable business outcomes, process insights lets you define the order in which you expect activities to occur in your process. Once you've defined the right order of activities for your process, process insights can calculate the rate at which activities in your process are conforming to your expectations.

Note:  You only need to define activity order once per process. You can add or change activity order within any view associated with the process, but keep in mind that any changes you make apply to all views of the process.

You must have Analyst permissions for a process to define the expected activity order for that process.

To define the expected activity order:

  1. Access the view.

  2. Go to the Conformance and Costs tab.

  3. Click the edit icon on the Overall Conformance Rate KPI.

    The Define Expected Activity Order dialog displays. This dialog lists each activity that occurs in cases in the current view.

    For example:

    Define Expected Activity Order dialog

  4. For each activity listed, select an expected sequence:

    Expected Sequence

    Description

    Any activity can follow except for itself

    Select this option if the activity should not immediately repeat. No action is needed on the Specific Activities list.

    Any activity can follow

    Select this option if any activity can follow this activity. No action is needed on the Specific Activities list.

    No activity should follow

    Select this option for the activity that represents the end of the business process. No action is needed on the Specific Activities list.

    Only specific activities should follow

    Select this option to set the expected sequence order. Then, from the Specific Activities list, select one or more activities that can appropriately follow the activity.
  5. Click SAVE.

Define activity costs
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Your organization spends money each time an activity occurs in a process. Once you've estimated what each activity costs to complete, process insights can calculate the total cost for all activity occurrences in the current view.

Note:  You only need to define activity costs once per process. You can add or change costs within any view associated with the process, but keep in mind that any changes you make apply to all views of the process.

You must have Analyst permissions for a process to define activity costs for that process.

To define activity costs for a process:

  1. Access the view.
  2. Go to the Conformance and Costs tab.

  3. Click the edit icon on the Total Cost KPI.

    The Define Activity Costs dialog displays. This dialog lists each activity that occurs in cases in the current view.

    For example:

    Define Activity Costs dialog

  4. From the Currency dropdown, select the currency to use when displaying costs.
  5. For each activity listed, enter an estimated cost for a single occurrence of the activity. Process HQ calculates cost based on each occurrence of the activity, not on the duration of the activity.
  6. Click SAVE.

Delete a view
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When you delete a view, you delete the filters that define the view, as well as any KPIs and insights associated with that view.

You must have Analyst permissions for a process to delete a view. You cannot delete the system-provided All Cases view.

To delete a view:

  1. Go to the process page.
  2. Go to the All Views tab.
  3. (Optional) Search by view name.
  4. Click the three-dot menu in the view.
  5. Select Delete View.
  6. Click DELETE VIEW to confirm. Process HQ deletes the view and refreshes the list of views.

Feedback
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