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sourceDocument: Xanadu Platform Analytics
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# Example of Process Mining for Telecommunications

# Example of Process Mining for Telecommunications {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Analyze a process for telecommunications orders and identify the bottlenecks to minimize delays in the case flow for a better customer experience.

Say you were a process analyst in your telecommunications service provider where you must submit an analysis on current processes that are associated with telecommunications orders. You can use the Analyst Workbench to access the
mined processes for the project definition for telecommunications product orders, service orders, resource orders, and order tasks.  
You can analyze the case process flow and suggest ways to improve the processes by using the following workflow for the product orders in telecommunications project definition:

1. Select View in Workspace from the selected project. The Analyst Workbench opens in a new tab.

   You can observe the average duration that a telecommunications customer order takes to be
   fulfilled.
2. View the metrics of the process map by setting the Primary Metric and Secondary Metric lists to Unique Occurrences and Average Duration, respectively.
3. Refine the process map by selecting Refine and selecting a connection width to see the full list of metrics.

   You can observe the state transitions and their duration.
4. In the Filters tab, set up the Breakdown filters list for categories, and use the activity transitions filters to filter out the records.
5. In the Variation Analysis tab, you can view the routes that are taken by the records, the number of case in a route, the average duration, and the number of steps that are involved in the route. Selecting a route highlights the route in the map.
6. Add notes to the project by selecting the notes icon (![]()) and submit an analysis.
{#example-process-optimization-for-telecommunications__ol_a3q_h2z_hnb}
Figure 1. Process Mining for product orders in telecommunications
**Related concepts**   

* [Process Mining workspace](https://servicenow-prod.fluidtopics.net/hmRWmBNzpY8YnofwLK~HDg "See your business processes and workflows as visualizations from the Process Mining workspace.")
* [Analyzing and getting process insights](https://servicenow-prod.fluidtopics.net/8iv~u~3ZQcsFFKfWQCq_8g "Visualize and analyze your business flows from automated process data, and act on those insights.")
* [Content pack for Telecommunications orders](https://servicenow-prod.fluidtopics.net/6mXnQC6z7438gcUwosyImA "Using the Process Mining content pack for Order Management for Telecommunications and Media enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with Telecommunications orders.")