Operational lineage is instrumental in tracking the execution history of data processes, providing insights into runtime, frequency, and Performance Metrics. This type of lineage aids in monitoring and managing the operational aspects of data processing activities, facilitating optimization and troubleshooting efforts. Let's elucidate this with an example scenario of ‘Customer Support Ticketing System’.

 

Example: Customer Support Ticketing System

Ticket Creation Process

Execution Time: Triggered by customer interactions.

Frequency: Variable, based on customer inquiries.

Performance Metrics: Ticket creation time, number of tickets generated.

Purpose: Creates new support tickets for customer inquiries or issues.

Operational Lineage: Logs each ticket creation event, including timestamp, customer details, and nature of inquiry.

 

Ticket Assignment Process

Execution Time: Immediately after ticket creation.

Frequency: N/A (Triggered by ticket creation).

Performance Metrics: Assignment time, ticket assignment rate.

Purpose: Assigns support tickets to available agents or teams based on workload and expertise.

Operational Lineage: Tracks ticket assignment events, recording agent/team assignments and response times.

 

Ticket Resolution Process

Execution Time: Varies based on ticket complexity and agent availability.

Frequency: Continuous, as tickets are resolved.

Performance Metrics: Resolution time, first response time, customer satisfaction ratings.

Purpose: Resolves customer inquiries or issues to provide timely assistance.

Operational Lineage: Captures ticket resolution events, documenting resolution times, agent interactions, and customer feedback.

 

Ticket Escalation Process

Execution Time: When a ticket requires specialized expertise or managerial intervention.

Frequency: Occasional, triggered by escalated issues.

Performance Metrics: Escalation time, escalation rate.

Purpose: Escalates tickets to higher-level support or management for resolution.

Operational Lineage: Records ticket escalation events, indicating reasons for escalation and actions taken.

 

In this example, Operational Lineage tracks the execution history of various processes within a customer support ticketing system. It captures key operational aspects such as execution times, frequencies, and performance metrics for each process, facilitating effective monitoring and management of customer support activities. Operational lineage enables insights into process efficiency, agent workload, resolution times, and customer satisfaction, supporting continuous improvement efforts and enhancing overall customer support operations.

{
  "ticketing_processes": [
    {
      "name": "Ticket Creation Process",
      "execution_time": "Triggered by customer interactions",
      "frequency": "Variable, based on customer inquiries",
      "performance_metrics": {
        "creation_time": "Duration of ticket creation",
        "tickets_generated": "Number of tickets generated"
      },
      "purpose": "Creates new support tickets for customer inquiries or issues"
    },
    {
      "name": "Ticket Assignment Process",
      "execution_time": "Immediately after ticket creation",
      "frequency": "N/A (Triggered by ticket creation)",
      "performance_metrics": {
        "assignment_time": "Duration of ticket assignment",
        "assignment_rate": "Rate of ticket assignments"
      },
      "purpose": "Assigns support tickets to available agents or teams based on workload and expertise"
    },
    {
      "name": "Ticket Resolution Process",
      "execution_time": "Varies based on ticket complexity and agent availability",
      "frequency": "Continuous, as tickets are resolved",
      "performance_metrics": {
        "resolution_time": "Duration of ticket resolution",
        "first_response_time": "Time to first response",
        "customer_satisfaction": "Customer satisfaction ratings"
      },
      "purpose": "Resolves customer inquiries or issues to provide timely assistance"
    },
    {
      "name": "Ticket Escalation Process",
      "execution_time": "When a ticket requires specialized expertise or managerial intervention",
      "frequency": "Occasional, triggered by escalated issues",
      "performance_metrics": {
        "escalation_time": "Duration of ticket escalation",
        "escalation_rate": "Rate of ticket escalations"
      },
      "purpose": "Escalates tickets to higher-level support or management for resolution"
    }
  ]
}

 

Explanation of the JSON document:

 

a.   Each process within the Customer Support Ticketing System is represented as an object within the "ticketing_processes" array.

b.   Each process object includes details such as name, execution time, frequency, performance metrics, and purpose.

c.    Performance metrics are provided to measure the efficiency and effectiveness of each process, including metrics like creation time, resolution time, first response time, and customer satisfaction ratings.

This JSON document outlines the operational lineage of various processes within the customer support ticketing system, providing insights into their execution history, frequencies, and performance metrics.

 

 

Previous                                                 Next                                                 Home