We propose a set of techniques to analyze final or intermediate process outcomes. The main novelties are (i) outcome flow diagrams - a visualization of a process as a sequence of global decisions and their contribution to the process outcomes, and (ii) an interactive method to find explanations for process outcomes. We demonstrate the effectiveness of our techniques in the context of an in-depth study on the Road Traffic Fine Management event log, for which we obtain so far undocumented insights.

We present a novel technique that optimizes the dispatching of incident tickets to the agents in an IT Service Support Environment. Unlike the common skill-based dispatching, our approach also takes empirical evidence on the agent's speed from historical data into account. Our solution consists of two parts. First, a novel technique clusters historic tickets into incident categories that are discriminative in terms of agent's performance. Second, a dispatching policy selects, for an incoming ticket, the fastest available agent according to the target cluster. We show that, for ticket data collected from several Service Delivery Units, our new dispatching technique can reduce service time between $35\%$ and $44\%$.