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.

What's new in Work Manager

We made a number of enhancements in the latest releases of Work Manager.
For a quick overview of the main changes check out this short explainer video:
Please note that support for the Help centre in multiple languages will be made available in the coming few months

Work Manager Overview

Work Manager is a web-based 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 Agents, Team Leaders, Operations Managers and Executives. Work Manager provides a standard set of views for these users to carry out work.
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 browser, based on Chromium (at time of release).
Watch this video for a quick overview of Work Manager:

Different roles in Work Manager

There are two different types of role in Enate Work Manager. Users can either be enrolled as a Team Leader or a Team Member. These settings can be defined in Enate Builder (click here for more information).
Team Leaders are colleagues who are in charge of teams and work areas. Enate Users set as Team Leaders can can see the work item sitting with the people in their Team (the people who report to them) and in work Queues that they are set as a manager of. They can set the permissions levels for their team members and (in the same way that team members are able) can create work items and manually assign work . They can also see their bot farms and which bots are busy, what they’re working on, which bots are idle and which bots are currently offline.
Team Members are colleagues who report to a Team Leader and have fewer levels of access than Team Leaders. On their home page they can see work assigned to them and, if set to do so, work items sitting with their peers (people who report to the same Team Leader as they do) and in the Queues that they work out of.

Overview of Work Item Types

There are three types of Work Item in Enate:
  • Cases – Used for modelling multi-part activities (i.e. business processes).
  • Actions – the constituent parts of a Case, i.e. a Case is made up of a flow of Actions. Contains a set of instructions, often a checklist of activities to track progress within the Action. These can be manual (can be carried out by humans and bots) or automatic Actions, e.g. auto sending an email.
  • Tickets – Used for modelling single-part activities, e.g. queries. Tickets are standalone and are not part of a business process. Can be promoted to become a specific type of Case.
Last modified 30d ago