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Identify process bottlenecks


Identify process bottlenecks

Bottlenecks are process inefficiencies. ProcessAI offers opportunities to reduce process bottlenecks and optimize the process.

Key concepts 

Ensure that you understand the following concepts that are documented in Basic concepts of Zuora ProcessAI.

  • Bottleneck
  • Activity
  • Case

Identify process bottenecks

Click Process Bottlenecks in the Analysis pane and optionally select a filter and the variant of the process map, the right pane displays the identified bottlenecks for this variant.

The table displayed in the Bottleneck tab in the process data pane contains the following columns:

  • Bottleneck: The activities that are identified as bottlenecks. Bottlenecks are presented in the “activity → activity” format. Bottlenecks highlighted in red are the processes you need to focus on.
  • Actions: You can create Workflow tasks and apply a workflow to correct the behavior.
  • Case: Total cases that hit the bottleneck.
  • Time: The average time for a bottleneck process to complete.

For example, in the following variant of the process, the “pdfgenerated → pdfgenerated” activity is obviously a bottleneck because this process takes an excessively long time and multiple PDF files are generated during that time. 


In the right pane, the corresponding activity is also highlighted in red. You can click on Subscription Canceled decision bottleneck to check all cases that contain this bottleneck. Click the case ID, then you can check the case details. 


You can correct a problematic behavior by clicking Actions of the case in question, and then specifying a workflow. You can also click Actions of the bottleneck to apply a workflow to correct cases that hit this bottleneck in batch.