Process Intelligence
Process intelligence shows what happens at scale.
What actually happens across all cases, at volume?
Available with Iris Complete
What it captures
- Process path variants and their relative frequencies
- Cycle time and waiting time at each step
- Rework events, rejection rates and exception volumes
- Bottlenecks and where cases queue or stall
- Operational patterns derived from structured event-log data across many cases
What the consultant receives
- Process map derived from event data showing variants and frequencies
- Cycle time breakdown per step: median, mean and range
- Rework and exception rates by category, team or department
- Quantified baseline metrics for each major step in the process
Illustrative example
In a complaints handling engagement, 18 months of case data shows that 21% of complaints require at least one return to the front line after specialist review. Interview accounts from specialists describe this as an occasional exception. Process Intelligence shows it is systemic for specific complaint categories, not random.
How it combines with the other sources
Adaptive Interviews explain the causes behind patterns that data surfaces. Screen Observations reveal manual work and workarounds that do not appear in structured records.
Available with Iris Complete.
The other capabilities
