The Methodology of Extraction and Analysis of Event Log Social Graph
| Autor: | Alexandra Soboleva, Olga Tushkanova |
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| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: | |
| Zdroj: | Proceedings of the XXth Conference of Open Innovations Association FRUCT, Vol 26, Iss 1, Pp 415-422 (2020) |
| Druh dokumentu: | article |
| ISSN: | 2305-7254 2343-0737 |
| DOI: | 10.23919/FRUCT48808.2020.9087463 |
| Popis: | Process mining allows extracting information about the companys business processes from the event logs of its information systems, including the social resource graph. Such a social graph represents the communication of subjects (human resources) of various business process stages. The paper is focused on extracting a social graph from the ticket history of the customer support system, which stores the same actions of resources that have different business process functions. The paper presents a package for extracting a social graph from the ticket history and analyzing the nature and quality of the communication between resources during the ticket solution. The package implements the functions of filtering the ticket history, extracting a social graph from it, social communities detection in the extracted graph based on the structural similarity of the nodes and social graph leader identification. Two scenarios of using the developed package are presented using the example of the ticket history of a large retailer. |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
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