OpenText Workflow Service - OpenText Core Experience Insights Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and OpenText Core Experience Insights

1. Workflow bottleneck detection and process optimization

Data flow: OpenText Core Experience Insights ? OpenText Workflow Service

Use interaction analytics to identify where users abandon or slow down in workflow-driven processes such as approvals, case submissions, or document reviews. Feed these insights into workflow redesign efforts to remove unnecessary steps, reduce handoffs, and improve completion rates.

• Detect high drop-off points in employee or customer-facing forms
• Prioritize workflow changes based on actual usage patterns
• Improve cycle times and reduce rework

2. Adoption monitoring for new workflow rollouts

Data flow: OpenText Workflow Service ? OpenText Core Experience Insights

Track how users interact with newly deployed workflows to measure adoption, completion rates, and time to first successful use. This helps business teams validate whether the workflow design is intuitive and whether training or communication is needed.

• Measure usage by department, region, or role
• Identify low-adoption workflows that need enablement support
• Support post-launch governance and continuous improvement

3. Exception and escalation analysis

Data flow: OpenText Workflow Service ? OpenText Core Experience Insights

Send workflow event data such as escalations, reassignments, overdue tasks, and exception paths into analytics to uncover recurring process failures. Operations teams can use this to pinpoint where approvals stall or where specific user groups need additional guidance.

• Analyze repeated task reassignment patterns
• Identify SLA risk points in case handling
• Reduce manual intervention in high-friction process steps

4. User experience improvement for content-driven workflows

Data flow: OpenText Core Experience Insights ? OpenText Workflow Service

Use content engagement data to understand which documents, forms, or application screens are most frequently accessed during workflow execution. This supports targeted workflow adjustments, such as simplifying document retrieval steps or pre-populating commonly used fields.

• Optimize content access within approval and review processes
• Reduce time spent searching for supporting information
• Improve task completion efficiency for knowledge workers

5. Role-based productivity reporting

Data flow: Bi-directional

Combine workflow execution data with user interaction analytics to compare productivity across teams, roles, or business units. Managers can see not only how many tasks were completed, but also how users engage with the workflow interface and where productivity gaps exist.

• Compare task throughput with actual application usage
• Identify training needs by role or location
• Support performance management and operational planning

6. Continuous improvement for customer or employee service journeys

Data flow: Bi-directional

Link workflow milestones with experience analytics to evaluate end-to-end service journeys such as onboarding, service requests, complaints, or policy changes. This enables business teams to correlate process performance with user satisfaction and engagement trends.

• Measure whether faster workflows improve engagement
• Identify journey steps that create friction for users
• Support service design improvements based on evidence

7. Governance and compliance oversight for critical processes

Data flow: OpenText Workflow Service ? OpenText Core Experience Insights

Feed workflow audit events into analytics to monitor whether users are following required process paths, completing mandatory steps, and interacting with controlled content appropriately. Compliance teams can use this visibility to spot deviations and reinforce policy adherence.

• Track completion of required approvals and attestations
• Identify process deviations by team or region
• Strengthen audit readiness and operational control