As with any other map in Service Operations, the starting point is a rough understanding of what needs to be measured and how. For the sake of this example, we will be considering the following considerations:
As mentioned earlier, the status of the e-commerce site needs take into account three main angles: operational health, business performance, and user experience.
Key metrics identified are:
Operational status: platform errors per module or section in the website.
Business status: visits, conversion rate, and average ticket per sale.
User experience: user-side errors reported by individual users.
After a quick analysis of these requirements, the following map that breaks down the e-commerce site status into areas of interest and, ultimately, into concrete key performance indicators, would be as follows:
As previously mentioned, we will assume all data is available in the same table within Devo (demo.ecommerce.data), although it could come from any combination of data structures, look-ups, and so forth.
In the following table, we summarize how the status of all entities and KPIs are translated into LinQ queries:
Entity / KPI
Number of user errors, per user
We consider user errors those events where the HTTP code = 40x
Number of application errors, per module
Counting the HTTP codes = 50x per module of the application
Number of visits to the e-commerce site
We will simplify this by assuming each distinct clientIpAddress is a single visit to the website
Visit / sales conversion rate
Count the total number of purchases by the visits to any part of the website.
Average ticket value
For the sake of this example, and to give an arbitrary value to sales, we will assume the ticket price per sale corresponds to the value of the timeTaken column divided by 10
Note that only LinQ queries have been set up for the lower level KPIs. The status of the rest of entities will be calculated automatically based on the correlation of the value of the KPIs.