Task-Boundary Mode
How task-instance boundaries are drawn from the event stream. Applies to every Task SoP, Step SoP, and Variants view.
Handling Time
Computes active touch time per case, compares analyst efficiency, and identifies where effort concentrates across PV stages.
0
Annual Savings (17 users)
0
Projected at 1,000 Users (hrs/yr)
4
Findings Surfaced
Findings
Benchmark
Touch Efficiency Ratio by Case Type
Overall touch efficiency is ~0.0% — meaning only 0.0% of wall-clock case time is active work. The remaining time is idle/waiting. During the pilot, 23229 hours were spent idle across all cases.
Benchmark
User Handling Time Variance
Significant variance exists in handling times across analysts working the same case types. Bringing slower analysts to 25th-percentile performance through training and process standardization could recover substantial hours.
Benchmark
Stage-Level Handling Time
Across classified PV stages, 3.6 hours of active work were observed during the pilot. The heaviest stage is 'Intake' at 1.69 hrs (20.5% of total).
Benchmark
Handling Time by Source — Veeva vs Swivel-Chair
Swivel-chair work (task mining + browser activity outside Veeva) accounts for 3.04 hours (37.0% of total handling time) during the pilot. This represents context-switching overhead that integration and RPA can reduce.