Abstract
Event logs of a self-care troubleshooting portal indicate that most customers do not follow the directions up to a conclusive end. Consequently, customers risk losing confidence in the support channel, which undermines the competitive strength of the business. We present a method for visual analysis of the event logs that employs graph reduction, and the use of path classification to create a novel type of flow diagram. These diagrams help to discover and communicate new insights, such as important trends about the way the customer traverses through the underlying business process.
Notes
- 1.
For information and download we refer to http://graphviz.org.
- 2.
For information and download we refer to https://bost.ocks.org/mike/sankey/.
- 3.
For information and download we refer to http://www.fluxicon.com/disco/.
- 4.
For information and download we refer to http://www.promtools.org.
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Daenen, K. (2017). Path-Colored Flow Diagrams: Increasing Business Process Insights by Visualizing Event Logs. In: Carmona, J., Engels, G., Kumar, A. (eds) Business Process Management. BPM 2017. Lecture Notes in Computer Science(), vol 10445. Springer, Cham. https://doi.org/10.1007/978-3-319-65000-5_6
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