Abstract
Activities within processes occur in sequence, and the discovering of these sequences is an essential step and of great significance to process mining. This paper is aimed at intelligently discovering process sequences that lie within the helpdesk unit event log, which was primarily obtained from the 4TU repository. Explicit approaches have mostly being applied to mining rules and little attention given to sequences that can be generated via implicit approach. Hence, an implicit approach to association rule discovery was adopted using the modified temporal overlap scoring module (TOSM). The module was implemented using Java programming language. The experimental results showed that the temporal overlap module discovered sequences in an intelligent manner by factoring in the overlap property and identifying hidden dependencies. The resulting association rule generated for each sequence, as represented in the lift value, was recorded as significant to the entire log as compared to that of the explicit approach. Keywords: Hierarchical Temporal Memory, Overlap, Process Aware Information System, Event Logs, Process Sequence. DOI: 10.7176/CEIS/11-4-04 Publication date: June 30 th 2020
Highlights
Help Desk unit which is referred to as the end-user single point of contact (SPOC), is a vital resource and a solution for all businesses, because it assists customers in all suitable ways, handling both queries to complaints
The dataset comes from the Process Aware Information System (PAIS), and it is saved on the system in a comma separated value (CSV) format
The rules generated with the temporal overlap scoring module (TOSM) are more than those of the Bayesian Scoring Function (BSF), where rules were explicitly defined as seen in table 2 and table 3; this implies that there exist other rules that were not defined using the Bayesian scoring approach
Summary
Help Desk unit which is referred to as the end-user single point of contact (SPOC), is a vital resource and a solution for all businesses, because it assists customers in all suitable ways, handling both queries to complaints. The ability to respond to customers in a timely manner helps them feel valued and improve their customer experience with the company. The business environment has grown to be a very competitive one, with every business trying to guard its existing customers and at same time grow its customer base. This can only be achieved with an intelligent and functioning help desk unit. The ability to accept huge amounts of query data and process or resolve issues within a short time interval is a measure of the quality of a help desk. The helpdesk needs to be monitored so as to improve the quality of the processes that lie therein
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