Isnt the knowledge check answer in conflict with the example you give for process reports?
You give examples for process reports:
What is being measured?
What is the data?
What is the process design decision?
Open loan application cases exceeding the standard three-day service level deadline
Most of the open cases are for loan amounts greater than 300,000 USD.
Loan requests that exceed this amount must go through an additional review step, which accounts for the delay. The department manager decides to increase the service level deadline for loans exceeding 300,000 USD from 3 to 4 days.
Average duration of assignments by type and action
This report identifies which user actions take the longest to complete.
Spend time on improving the efficiency of those assignments taking the most amount of time to complete.
and right afterwards you ask and answer as follows:
A sales manager runs weekly reports on how long it takes to prepare a car for customer delivery. Which type of report metrics apply to this report?
Business metrics, because how long it takes to prepare a car for customer delivery is not a metric based on a Pega Platform parameter.
I thought that "process report" is the correct answer, because you could define an assignment "prepare car for customer delivery" and track the time until whoever system user prepares the car confirms that the assignment is fulfilled. This resembles the example given for process report "average duration of assignment" and its tracked by the pega system.
Either I totally missunderstood who to and how you can assign tasks or you must specify the examples for proces reports differently. I am not sure, but maybe the cirital point to differentiate business from process reports seems to be whether or not the task itself is performed ON the platform? Maybe you could give a better definition/differentiation of the two?
Process metrics are metrics that are common to any process. For example, each case has a creation date, and ID, a status, and resolution date. Pega tracks this information automatically; there is no need for a developer to define those fields and provide values for them.
Pega provides even more detailed and granular metrics for processes, like the current stage, how long a case has been in that current stage, the currently assigned user, etc. Again, these metrics are common to any process - this is why they can be provided by Pega for use in applications.
For example, the names of stages may change from one case type to another, but the concept of a stage does not; the use of stages is not limited to a specific organization or industry. The user assigned to a case may change, but the concept of a user being responsible for the case at any point in time does not.
Business metrics are metrics that are unique to the business. Business metrics are fields defined by application developers. These metrics may be unique to a specific case type, or shared between case types, but they are created independently by each organization, based on the organization's needs.
So, going back to the knowledge check, a metric to capture the time need to prepare a vehicle for delivery would be unique to a car dealer. It would be useless to a bank developing a case type to process transaction disputes or address changes. That limited applicability is what makes the metric a business metric.
It's also important to differentiate between the time spent by a case on a specific assignment, and the time actually spent performing the task. Let's say that the task to prepare a vehicle for customer delivery takes roughly two hours. Because the actual work is performed outside of the application, there likely will be a disconnect between the time a technician spends on the actual task, and the time the case spends on the assignment.If the task to prepare a car for delivery is assigned to a technician at 4:50 PM and the dealership closes at 5 PM, the assignment is going to be performed the following business day. If technician starts the task at 8 AM and completes it at 10 AM, the preparation time is two hours but the time taken to complete the assignment and advance the case in the application was 17 hours and 10 minutes - plus additional time to reflect the task completion in the application (the time it took the technician to return to the application and click "Submit" to complete the assignment).
So, in summary:
If a report is based solely on fields created by Pega and tracked automatically for a case, it's a process report.
If a report incorporates fields created by the business for use in its cases, it's a business report.