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Process packs: ready-made metrics and a board for month-end close, inventory, customer service and hiring

When a source is recognised as a month-end close, an inventory and supply chain process, service tickets or hiring and onboarding, add the metrics that process is usually watched by, and a draft board, in one click and in your own step names. On the employee portal, a case that is a ServiceNow or Zendesk ticket shows the ticket’s status changes and public replies beside it.

The packs

  • Month-end close: days to close, late closes, time to reconcile, reconciliations redone, closes in progress.
  • Inventory and supply chain: replenishment lead time, late replenishments, days in transit, replenishments in progress.
  • Customer service (service tickets): time to first response, time to resolve, resolved late, reopened, open tickets.
  • Hiring and onboarding: time to offer, offer acceptance, offer to start, days to set up accounts, candidates in progress.
  • A metric whose steps the source does not have is left out. Metrics are broken down by the first usual column the source has, such as company, warehouse, priority or department.

Apply a pack

  1. Open the process page of a cases table. When a source’s kind of process is one of the four above, its Metrics section shows the pack and what it adds. Only the organization’s owners and admins see and apply it.
  2. Click Apply. Duaer adds the metrics the source does not have yet, unpublished, and a draft board named “pack · source” with up to 4 KPIs, a line chart, a bar chart and a cases table.
  3. Check, change or delete the metrics in the metrics library and publish those you want; adjust the board and publish it to the employee portal.
  4. Applying again adds only what is missing. Applying is in the audit log, with the pack and counts only.

The ticket beside a case

  • A ServiceNow source’s case is its ticket; any other case is a Zendesk ticket when its link or one of its columns is a Zendesk ticket address.
  • When the case is opened on the employee portal, Duaer reads the ticket live with the organization’s ServiceNow credential or the Zendesk account connected for knowledge, and shows its status changes and public replies, the latest 50 at most, with a link to the ticket.
  • Internal notes (ServiceNow work notes, Zendesk internal notes) are never read or shown. Duaer does not store the ticket.
  • Only people who see the case see its ticket; a link to a Zendesk account the organization has not connected shows nothing.

Questions

My source is not recognised as one of these kinds. Can I still use a pack?

Yes. Choose the kind of process in the source’s mapping; its pack then shows on the process page.

Do the pack’s metrics show on the employee portal at once?

No. The metrics and the board are drafts until you publish the metrics in the metrics library and the board on the process page.

Do I need another connection for the ticket timeline?

No. ServiceNow uses the source’s credential, Zendesk the account already connected for knowledge.

In this section

Process

See the process in your data and generate workflows in Duaer

Duaer reads the steps every case went through from the tables, databases or Feishu apps you already have: where cases wait too long, where they branch and who did each step. From that it generates three kinds of workflow, Watch, Coordinate and Execute, and replays each over past days before you publish it.

Process

Add a process source in Duaer

A process source tells Duaer where to read the steps of your cases: a CSV or XLSX file, files dropped in an S3 or SharePoint folder, PostgreSQL, MySQL, Microsoft SQL, Oracle, TiDB, OceanBase, KingbaseES, SAP HANA, IBM Db2, Dameng DM8, Teradata, Vertica, Snowflake, BigQuery, Databricks, Microsoft Fabric, Amazon Redshift, Azure Synapse Analytics, ClickHouse, Trino, a Feishu Base, or Feishu, DingTalk or WeCom approvals. The wizard takes you through columns, mapping, a preview of issues and a schedule; after you confirm, Duaer reads new rows on that schedule.

Process

Process boards: built once by an admin, each employee sees their own figures

Build a board on the process page from KPIs, line charts, bar charts and a cases table, or make a chart from one sentence, then publish it to the employee portal. Everyone who opens it sees only the metrics and cases they may see; each KPI keeps a value a day for 13 months; findings and boards link to each other.

Data

Track numbers in Duaer with one metrics table

In Duaer, every project comes with one built-in data table named Duaer metrics that holds its numbers. Scheduled workflows write the values; the Duaer metrics catalog decides who sees which metric and which dimension value.

Knowledge sources

Knowledge sources you can connect to Duaer

Chat tools, drives and documents, CRM and service, mail and meetings, data warehouses: what each source reads and how to connect it, and how the Duaer bot works in each chat tool.