Collaborate on an Insight

This page applies to business users. It describes how to collaborate on an insight associated with your process.

Overview

Once you've saved an insight, you and your colleagues can collaborate directly in process insights, so you can validate, present, and even expand the potential improvements identified for your process. Your colleagues can comment on an insight or drill down to add to that insight or create a new one, depending on their permissions for the process.

View a saved insight

To view a saved insight:

1. Access the related KPI.
   
   

2. Continue as appropriate, depending on the KPI type:

   KPI Type	Action
   Average duration	To view an insight for this KPI type: Click Saved Insights in the KPI header. The saved insights open in the Suggested Insights tab of the page. Saved insights on this tab display in the same feed format as suggested insights. Click SEE DETAILS. The insight details display.
   Count1	To view a saved insight for this KPI: Go to the Insights tab of the page. This tab contains a list of all insights related to the specific KPI. By default, this list is sorted by date modified from newest to oldest. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Tip: You can also go to the All Insights tab of a view to see all insights associated with that view. There, you can search for a saved insight by name or description. In the list, click the insight you want to view. The insight details display.

   ¹ Includes KPIs automatically created when drilling down on total case conformance.

Insight details

The following image highlights the elements that make up an insight:

Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

An insight contains the following elements:

#	Element	Actions Available
1	Header pane	View the name of the insight. For example, Individual Accounts in Spain. View the characteristics included in the insight.
2	Action buttons, filters, and cases	CONTINUE DRILLING DOWN: Drill down on an insight, so you can update the existing insight or create a new insight based on the existing insight's characteristics. For suggested insights, save or unsave the insight. Rename or delete the insight by clicking the gear menu next to the insight name. View the number of cases related to this insight. View the number of filters that define the view and KPI related to the insight.
3	Trend chart.	View a trend visualization related to the insight: Duration Trend, for duration KPIs. Occurrence Trend, for count KPIs.
4	Description	If AI features are enabled: View the description of Process HQ's analysis of cases or occurrences related to the insight, including the issues identified and a summary of their overall impact. REGENERATE: Generate a new summary and recommendations with AI Copilot. If AI features are disabled: Manually add a description for the insight. View the description manually added to the insight.</li>
5	Recommendations	If AI features are enabled: View AI Copilot's recommendations for improving the issues identified in this insight. Click the copy button next to a recommendation to copy the text to your clipboard. If AI features are disabled, this section does not appear.
6	Tabs	Switch between the following tabs to explore data for cases related to the insight: SUMMARY: See the description for a full list of actions. PROCESS DIAGRAM: View the process diagram for cases related to the insight. View visualizations for duration KPIs: DURATION COMPARISON DURATION DISTRIBUTION View visualizations for count KPIs: VALUE COMPARISON CASE COMPARISON CASE LIST: View cases related to this insight. This tab has the same elements as the Cases section of the attribute value details.
7	COMMENTS pane	Add and view comments on the insight. HIDE COMMENTS: Show or hide comments on the insight.

Summary tab

The Summary tab of an insight includes the following elements:

Element	Actions Available
Comparison KPI	Review the comparison KPI for the insight. To calculate potential reduction, Process HQ compares the cases or occurrences with the characteristics in this insight against this KPI. If you implement changes related to the characteristics in this insight, you will see improvement in this KPI. The KPI also includes a trend chart representing changes in the KPI over the time period of the insight. You can hover over the chart to see more details for each data point.
Characteristics	View the characteristics included in the insight. By default, the last characteristic added to the insight displays. To view all characteristics in the insight, click Show All.
Potential Reduction	View the potential improvements your organization could realize by implementing changes in your business process based on the insight. Learn how this improvement is calculated.
Metrics	View metrics for the insight. If the insight is related to a duration KPI, these metrics include: Cases: A count of total cases related to the insight. Duration (Average): The average duration of cases or occurrences related to the insight. If the insight is related to a count KPI, these metrics include: Activity/Sequence Occurrence Count: A count of how many times the sequence or activity tracked by the comparison KPI occurs in the affected cases. This value is only present if the KPI counts occurrences. Cases with These Characteristics: A count of cases that have the characteristics specified in the insight. Depending on the section, this metric counts cases related to the comparison KPI or not related to the comparison KPI.

Continue a saved insight

Continuing to drill down on an insight lets you evaluate more of Process HQ's analysis of the cases related to the insight. You'll have the opportunity to review additional characteristics that might be contributing to process inefficiency. Then, you can add those characteristics to the existing insight or create a new insight to explore that new focus.

You must have Analyst permissions for a process to continue drilling down on a saved insight associated with the process.

To continue drilling down on a saved insight:

1. View the saved insight, then click CONTINUE DRILLING DOWN in the header pane.

   Tip:  You can also continue drilling down from All Insights tab of any view. Simply click the three-dot menu for the insight, then select Continue Drilling Down. The same option is also available in the three-dot menu for an insight in the Insights tab of a count KPI.

   The drilldown displays. The insight pane already includes the characteristics from the original insight, and the characteristics pane displays the list of characteristics that process insights has suggested for review next.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

   Tip:  The name of the original insight now appears in the breadcrumbs at the top of the page. To return to that insight without making changes, click the insight breadcrumb.

2. Review the drilldown details.
3. Review an attribute value.

4. Add a characteristic to the insight by clicking KEEP DRILLING DOWN.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

   The new characteristic you added now displays in the Insight pane, and a new list of suggested characteristics displays in the characteristics pane.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

5. To save your changes, click SAVE INSIGHT, then indicate whether you want to update the existing insight or create a new one:

   Next Step	Action
   Update the existing insight.	Select Update Existing Insight. The system saves the changes you made, and the characteristics pane displays a new list of suggested characteristics to evaluate.
   Save a new insight.	Select Save New Insight. The Save New Insight dialog displays. Enter a name for the new insight. Continue as appropriate: Stop drilling down: To stop drilling down, click SAVE AND EXIT. The insight displays. Keep drilling down: To review and evaluate more characteristics of the process, click SAVE AND CONTINUE. The drilldown continues displaying, with the page header showing the insight name you configured. The characteristics pane shows you the next characteristics Process HQ suggests you evaluate.

Rename a saved insight

You must have Analyst permissions for a process to rename an insight associated with the process.

To rename a saved insight:

1. View the saved insight you want to rename.

2. Click the settings icon in the header pane.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

3. Select Rename.

   Tip:  This option is also available if you click the three-dot menu in the insight in a list of insights. This list is present in both the Insights tab of the KPI and the All Insights tab of the view.

   A Rename Insight dialog displays.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

4. For New Name, enter a new name.
5. Click RENAME.

Add a description to a saved insight

Once you've saved an insight, you can add high-level description to the insight to help quickly communicate with your collaborators. In select regions, you can do this even faster using generated summaries with AI Copilot.

You must have Analyst permissions for the process to add a description to a saved insight associated with that process.

To add or edit an insight description:

1. View a saved insight.

2. In the Description field, click GENERATE. AI Copilot creates a first draft of the summary for you based on the insight details.

   Tip:  If AI Copilot isn't available in your environment, the GENERATE button won't appear. You'll manually type a summary in this field.

3. Review the AI-generated content for accuracy and appropriateness.
4. Edit the generated description or regenerate the content until it meets your needs.
5. Click SAVE to save the description.

Add a comment to a saved insight

As you and your colleagues are working together to validate and socialize insights into your processes, you'll often want to ask questions, add context, or document updates on the status of the characteristics. You and your collaborators can communicate about an insight using the commenting capability available in each insight.

To view existing comments, simply view the saved insight.

To post a comment to an insight:

1. View a saved insight.

2. Place your cursor in the empty comment box that displays at the top of the COMMENTS pane.

   Your initials display automatically next to the comment box. For example, this comment box displays initials for a user named Phillip Sanchez:

   

3. In the comment box, enter the text of your comment. You can enter up to 4,000 characters.

   You can take advantage of the rich text formatting as you enter your text, and add links to external resources.

   For example:

   

4. Click POST.

Delete a comment from a saved insight

You can only delete your own comments.

When you delete a comment, the system removes the content of the comment, but retains the comment structure as a placeholder to avoid confusion and ensure thread continuity.

To delete a comment from a saved insight:

1. View a saved insight.

2. In the COMMENTS pane, click the three-dot menu for the comment you want to delete.

   For example:

   

   A confirmation dialog displays.

3. Click DELETE to confirm. The system removes the content of the comment.

   

Show or hide comments in a saved insight

Comments show by default in a saved insight. Hiding comments for an insight applies to your session only and lasts for the current session only.

To show or hide comments in a saved insight:

1. View the saved insight.

2. In the insight header, click SHOW COMMENTS or HIDE COMMENTS as appropriate.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

Delete a saved insight

You must have Analyst permissions for a process to delete an insight associated with that process.

To delete an insight:

1. View the saved insight you want to delete.

2. Click the settings icon in the header pane.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

3. Select Delete.

   Tip:  This option is also available if you click the three-dot menu in the insight in a list of insights. This list are present in the Insights tab of the KPI and the All Insights tab of the view.

   A Delete Insight dialog displays.

   For example:

   

   Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close

4. Click DELETE to confirm the deletion.

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