The Methodology of Extraction and Analysis of Event Log Social Graph

Process mining allows extracting information on the company’s business processes from the event logs of its information systems, including the social resource graph. Such a social graph represents the communication of subjects (human resources) of various business process stages. The paper is focused on extracting a social graph from the ticket history of the customer support system, which stores the same actions of resources that have different business process functions. The paper presents the methodology and, as its realization, the package for extracting a social graph from the ticket history and analyzing the nature and quality of the communication between resources during the ticket solution. The package implements the functions of filtering the ticket history, extracting a social graph from it, social community detection in the extracted graph based on the structural similarity of the nodes and social graph leader identification. Two scenarios of applying the developed methodology are presented using the example of the ticket history of a large retailer.