💻Work Manager

In this section you'll find lots of explainers and videos teaching you how to use Enate's Work Manager software to manage your business processes day-to-day.

Work Manager Overview

Work Manager is a web-based, multi-page application used by members of the service delivery team to interact with Tickets, Cases and Actions running through managed business processes.

Users of Work Manager are service users, team leaders, operations managers and executives. Work Manager provides a standard set of views for these users to carry out work.

Watch this video for a quick overview of Work Manager:

Enate Homepage Dashboard Overview Dialogue

Your Work Manager Home screen is where you'll land when you log into Enate. Let’s have a look at what you can see and do on it.

Along the top of the screen, you’ll see a variety of menu and click through buttons.

On the far left, there’s a drop-down menu that, depending on your permissions, allows you to click through to other views such as Builder, Queues, Advanced Search, the Contact Management screen, your Email inboxes and Insights view. At the bottom you can click to return to any Recently accessed work items.

Next to that you’ve a menu for manually creating new Cases or Tickets when necessary. You can create these individually for a customer, or use Bulk create to upload from an excel list.

To the right of that you’ve the Quick find search bar. Here you can search for any contacts, work items, communications or files within the system, using free text search as well as additional filters for each item type.

On the right-hand side, there's an 'unhandled emails' icon showing how many unhandled emails there are to go process, and a link to the unhandled email inbox.

The Insights icon which brings up the Insights pop-up to let you note down information about your working time.

The Focus list link shows your list of specific Cases & Tickets you want to keep an eye on, and the Notifications icon brings up any notifications you've been sent.

There's then a feedback icon for product suggestions, and your user profile link gives access to useful external links, your log out link and to see and adjust various personal settings.

Below the top bar you’ve your homepage dashboards and work item grid.

At the top, you see work item totals, split by their delivery status. These are color-coded counts showing how many of your work items are on track, due today, overdue, or have no due date set. Click any count to filter your grid down to that group.

Below that, you see a bar chart which breaks down work items by an attribute of your choosing. Something like splitting by Queue, Process, or Customer. Click a bar label to filter down grid results and even click on an individual bar segment to filter further. Current filters are shown as labels above the grid - you can unfilter them at any point.

Below the chart is your grid. This is the full list of your work items. You can sort it, filter it, and customize which columns it shows.

You can switch your grid between four views: Your Work Inbox for things that sit with you and can be actioned right now, your Owned Work for things waiting or paused, then the equivalent Inbox and Owned Work views for your entire TEAM.

On the right-hand side of the screen, you'll see the Team Bar, which shows all your Team and how many Work Items they currently have assigned. Team Leaders may also see a Bots section to show what automated resources are working on. And the 'Unassigned Work' section shows work item volumes sitting in your queues which aren't assigned to anyone yet.

The headline activity for the Home page is to focus on items sitting in overdue or due today statuses. Work in those states which are not yet assigned to someone to work on should be of particular priority to attend to.

Browser Support

Work Manager is designed to support the following Browsers:

• Latest version of Chrome (at time of release)

• Latest version of Firefox (at time of release)

• Latest version of the Microsoft Edge, based on Chromium (at time of release).