On this page
How to: check the state of your processes
- 1Open Analytics in the menu. The Operations section is at the top.
- 2Choose Organization, Category or Process type and a time window of 7, 30 or 90 days.
- 3Read the Health: how many cases are healthy, at risk, blocked or stalled?
- 4Open a slow template and its Workshop to find the cause.
- 5For a single case, choose Analytics at the top of the case.
- 1Scope: Organization, Category, Process type
- 2Time window of 7, 30 or 90 days
- 3Refresh fetches every figure anew
- 4Health of the running cases
What does the overview show?
The figures do not reload on their own. Refresh fetches every value anew. Running and completed cases are never mixed.
| Tile | What it shows |
|---|---|
| Health | Running cases: healthy, at risk, blocked, stalled. A case past its due date counts as at risk. |
| Active, completed, overdue cases | The count in the selected time window. |
| SLA-breach forecast | Running cases likely to miss their due date, measured against the norm of their template. |
| Cycle time (median/p90) | Completed cases only, with the case count n and the comparison with the equally long period before. |
| Aging WIP | The oldest open, not-yet-started work and how much of it is unassigned. |
| Slowest templates | A ranking by median cycle time, with the comparison to the period before. |
| Workload | Open load per role, without names. Load per person only once enabled. |
| Improvement opportunities, Value drivers | See Use improvement opportunities. |
| Open escalations | See Escalations and autopilot. |
A template's norm is the median of its last 20 completions. It counts as reliable from five completions. Before that it says “no comparison possible”, or the template is not counted.
Check a template in the workshop
Open a template and click Workshop at the top. It shows how well this particular process runs. The version filter shows whether a change you just published has an effect.
| Area | What you can read |
|---|---|
| Cycle-time distribution | Median, p90 and a histogram of the duration. |
| Against the period before | Cycle time and the duration of each phase with “better”, “worse” or “same”. |
| Reliability | Four axes: completion, on-time, unblocked, kept. Much running work lowers the completion value. |
| Hotspots | Skip and block rate per task, with sample size. |
| Flow heatmap | How often each phase is reached and how long it takes. In the template editor the Heatmap toggle lays it over the diagram. |
| Variants | The phase paths that actually ran, with their share. |
| Top improvement opportunities | What you should change in the template, see Use improvement opportunities. |
Analyze a single case
In a case you choose List, Diagram or Analytics at the top. The view answers three questions: is the case stuck, when will it be done, and what needs doing?
- 1Analytics view
- 2Health from five criteria
- 3Completion forecast
- 4Phases on a timeline
- 5Open work · oldest first
| Part | What it shows |
|---|---|
| Health | Five criteria: due date, blocks, pace, staffing, flow. The verdict reads Healthy, At risk, Endangered or Blocked. Clicking a criterion shows the affected tasks. |
| Completion forecast | When the case is likely to be done, set against the due date. |
| Elapsed so far | The time so far against the norm and the plan of the template. |
| Progress, Open work, Process deviation | A click opens a table: phases, open tasks, or ad-hoc and skipped tasks. |
| Standing in the template | Faster or slower than the last 20 cases of the same template. |
| Phases | Each phase as a bar of work, waiting and blocked time. The frame shows the norm; an excess appears as “+9 d”. |
| Open work · oldest first | Clicking a row opens the task in the list. |
| Act now | What needs doing now, see below. |
How is the forecast calculated?
The forecast is today plus the norm of every open phase. Parallel phases run side by side, and the longest chain sets the date. If the forecast lies after the due date, the due chip in List and Diagram turns red and dashed.
Special cases of the forecast
- If a phase has fewer than five runs, the forecast is provisional and says so. Without any run, it says from when it will appear.
- Without a norm it calculates from the plan, the sum of the task due dates. If a task has no due date, it says “plan incomplete”.
- If a phase is already over its norm, the date counts as “at the earliest”.
- For review loops it counts more than one run. At first the template's estimate applies, later the measured duration.
- A finished phase stands still. If a task is reopened, its phase runs again.
What is under “Act now”?
| Row | What it tells you |
|---|---|
| Finding | Bricksta has detected a problem, such as a role nobody holds in the case. The row names the recommendation. |
| Phase over norm | Jumps to the phase with the largest excess. |
| Escalation | Reason, next stage and its due time. It is decided under Open escalations. |
| Portal task | Someone outside has not submitted yet. Remind resends the invitation. |
| Approval | An external approver has not decided yet. The row takes you to the task. |
| Action step | A send or AI step failed, with the number of attempts. |
| Agent waiting | An agent needs an approval. The row takes you to the mission. |
If there is nothing to do, the block is absent. If a customer has escalated, the view also shows the Escalation history.
Who sees which analysis?
Analyses only count cases you are allowed to see. Four permissions interlock.
| Permission | What it unlocks |
|---|---|
| View analytics | The Analytics view in a case. |
| View org-portfolio analytics | Overview, improvement opportunities and escalations. |
| Manage organization | Set value drivers, control autopilot, enable person-level metrics, erase personal data. |
| View person-level metrics | Workload per person. |
Load per person only appears once an admin enables it under Workload. Even then only in groups of at least five people, so nobody can be identified. More in Data privacy and retention.