Copilot for KPIs and root cause analysis

Copilot can answer questions related to KPIs defined for a log and perform root cause analysis.

Note

Copilot currently supports only case-level KPIs, not process-level KPIs. To learn about case and process-level KPIs, see Specify the KPI condition.

Examples of questions we can ask are:

  • List all the KPIs within this process

  • What KPIs are not meeting in this process?

  • Am I meeting my case duration KPIs?

For example, in the Procure-to-Pay log, we have created several KPIs.

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If we ask, “List all the KPIs within this process,” Copilot displays the KPIs linked to the log and indicates whether we are meeting each KPI target.

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Copilot can also perform root cause analysis on a KPI. For example, we can ask:

“Perform root cause analysis for the Maverick KPI.”

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Note

  • Copilot can recognize KPIs even when their names are not specified as defined. For instance, if the KPI is named Maverick Purchases KPI, asking about Maverick KPI still returns the correct result.

  • Root cause analysis can only be performed for one KPI at a time in a query.

Copilot can also filter event logs to analyze KPI performance across case attributes or timeframes. We can ask questions such as:

  • What is the KPI performance across the last four quarters, and which quarter failed to meet targets?

  • Based on the KPI attached to the log, what trends are observed over the past year?

  • Am I meeting my KPIs in all countries?

  • Perform the root cause analysis for KPI A from Q1 to Q3 2020.

For example, asking “Am I meeting my KPIs in all countries?” makes Copilot filter the log by country and evaluate KPI performance within each filtered log.

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Similarly, if we ask, “Perform root cause analysis for the Double Payments KPI from Q1 to Q3 2020,” Copilot filters the log to that timeframe before conducting the analysis.

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Copilot also makes use of the descriptions provided for KPIs. For instance, if a KPI description indicates that it relates to an SLA, Copilot understands that connection. To illustrate, we can ask:

“Which KPI is affecting an SLA, and what can I do to ensure the SLA is met?”

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Copilot identifies the relevant KPI based on its description and provides an analysis of how it impacts the SLA.