Business Process scorecards are used to review business process events. Business Process Scorecards automatically measure and score overall success, abandonment, and failure rates across and within each step of a critical online business process against defined goals.
Note: You must have permission to perform any tasks associated with Business Process scorecards.
The Process scorecard summary displays the counts for the selected process:
- Starts
- Completions
- Abandonments
- Failures
If abandonment and failure events are configured, the appropriate percentages are displayed on the Success Rate Indicators graph. The grades for each process are displayed with the associated rating. The counts for each individual step are displayed, along with the conversion rate from the previous step.
A process scorecard is based on defined steps for processes on your site. A typical example is the checkout process for a retail site, in which each step is monitored by a pre-defined Tealeaf event. For each step, absolute numbers of visitors are counted, and a conversion rate is calculated. A grade can be associated with the conversion rate.
Business process scorecard terminology
These terms pertain to business process scorecards.
- Abandon Step
- An event or a set of events that represents abandonment of a business process by the visitor. For example, a request from the visitor's web browser for the Order Canceled page signifies the abandonment of an order placement process.
- Availability
- Measure of the percentage of all occurrences of a functional unit usage on the website when it responded normally. Timeouts, missing pages, and other errors render a web application less than 100 percent available to its users.
- Business Process
- A coherent unit of a workflow that is meaningful in a business sense. Examples include placing an order for products at an online shopping site or registering for a new user account at an online banking site.
- Comparison Period
- The time period that provides the baseline scorecard to which the focus period's scorecard is compared. If the comparison feature is enabled, the scorecard for the focus period is compared to the scorecard generated from data for the comparison period.
- Failure Events
- You can define one or more Failure events, which you can use to track failures at individual steps in the process. These failures might be status code errors or error messages that are presented to the visitor through the application. To avoid double-counting, no step should occur more than once in the process.
- Failure Step
- An event or set of events that represent the failure of a business process. For example, the appearance of an HTTP 500 (internal server error) page signifies failure of a business process.
- Focus Period
- The time period that is the principal focus of the scorecard currently being viewed.
- Negative Comparison
- For the purposes of rating and grading, negative comparison means that lower numerical percentage values are for specific quantity result in a higher scorecard letter grade. This comparison is useful when the rated indicator is undesirable, such as the frequency of occurrence of an HTTP error status code.
- Overall Abandonment Event
- Each business process can have one event that signifies that the visitor abandoned the process. If defined, the overall Abandonment event is used to calculate the Abandonment grade. If it is not defined, the total of the individual Abandonment events is used instead.
- Abandonment means that the visitor stopped work on completing the process to either explore elsewhere on your website or to go to another website.
- If wanted, you can configure the scorecard to automatically calculate abandonment rates for you in the General tab.
- Overall Failure Event
- Each business process can have one event that signifies that the visitor failed to complete the process. If defined, the overall Failure event is used to calculate the Failure grade. If it is not defined, the total of the individual Failure events is used instead. Failure means that the visitor tried to complete the process but failed because of a workflow or technical issue.
- Positive Comparison
- For the purposes of rating and grading, positive comparison means that higher numerical percentage values for specific quantity result in a higher scorecard letter grade.
- Process Steps
- The sequence of steps that is defining the required flow through a business process. For example, the process of placing an order for products includes steps to specify the kinds and quantities of products to order. It also includes customer's identification and shipping address, and payment method information.
- Process Grades
- Process grades are used to mark the overall rate of successful completion of a process. You can assign letter grades that are based on the percentage of sessions. It can be completed, abandoned, or failed in comparison to the total number of sessions that began the process.
- Step Abandonment Events
- You can define one or more Step Abandonment events, which you can use to track abandonment at individual steps in the process. To avoid double-counting, no step must occur more than one time in the process. If wanted, you can configure the scorecard to automatically calculate abandonment rates.