Reports

Overview

Enate's Work Manager provides you with embedded reporting capabilities, driven by Microsoft's Power BI reporting platform, which gives you lots of additional information at your disposal to gain new insights and support for your business operations.

You get:

• Standard, out of the box reports based on Enate data. Your user role will determine which standard reports you are able to see

• The ability to build on the standard reports to create your own personalized reports with exactly what you want

• The ability to save your personalized reports so you can easily navigate back to them

• The ability to share your reports with whoever you think needs to see it

• Team Leaders or users with the 'Can customize reports' permission will also get access to advanced editing options which allows them to create brand new visuals and to delete visuals, as well as the ability to create and delete cards

Watch this video to find out more:

Please note that at the moment, dates given to the creation of reports will be according to UTC time zone. Additionally, report data is not updated in real-time, and will be updated a regular scheduled intervals (last updated time stamp is shown on a report). Also, at the moment reports are only available in English. Lastly, information regarding closed work items will only be shown for the past year. Open/running work items will show information spanning the entirety of its processing time, even if it has been longer than one year.

Accessing Reports

You can access reports from the brand new section in the Work Manager the nav menu.

Clicking on the main Reports link will open up the Reports page, with the default standard report depending on your role displayed. For Team Leaders this will be the Team View report and for Team Members it will be the User's Overview report.

If you hover over the Reports link, you'll see a list of reports that you have access to, divided into various sections:

• Standard Reports - here you'll see the standard, out of the box reports associated with your role data. Your user role will determine which standard reports you are able to see - generally, if you're someone with team member level access, you'll see the 'User's Overview' report, which shows data about your own work and if you've got more team leader-like access, you'll also be able to see the 'Team View', which looks at data about work across your team.

• My Reports - here you'll see reports that you have personalized in some way and then saved as a new report

• Shared with Me - these are reports, custom or standard, that have been shared with you by someone else

Reports are sorted alphabetically and you can mark a report as a favorite. Favorite reports will appear above your 'non-favorite' reports.

Report Structure Overview

Once you've opened up a report, you'll see the report name and when it was last updated at the top.

The 'All Reports' button will show you the list of reports that you have access to, divided into various sections:

• Standard Reports - these are standard, out of the box reports associated with your role data.

• My Reports - here you'll reports that you have personalized in some way and then saved as a new report

• Shared with Me - these are reports, custom or standard, that have been shared with you by someone else

You can save a personalized report by clicking the 'Save As' option and you can share a report via the Share button.

A report will generally contain a mixture of cards, showing you headline level information, and a number of visuals.

The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too. For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.

If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.

All users have the ability to personalize a report to get the data to show just how they want, for example by applying filters or by adjusting the data fields. See the personalizing a report section to find out more about what options you have.

If you have the 'Can customize reports' permission, you'll be able to click on 'Advanced' mode and get access to more advanced editing options, which includes all the standard personalization options as well the ability to create brand new visuals, to delete visuals, and to create and delete cards.

Personalizing a Report

All users have the ability to personalize a report to get the data to show just how they want.

There are a number of filter options at the top that you can apply to the report. You can choose to filter the report by, customers, contacts and so forth, plus specific types of Case or Ticket (under the Process dropdown) and certain Queues or work in a given state. If you want to remove all these filters, click on the main Filter display button and scroll down to find the Clear Filters link.

Hovering over a visual also gives you further editing options. Links in the header of each visual will let you drill down and apply further filters.

If you click on the personalize link you'll see much more options that you have to play with. You can change the visualisation type to show your data in a different way and you can change the data fields used in the visual.

The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too.

For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.

If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.

You can also export an individual visual into Excel. There's also a 'focus' option to give a dedicated view of a single visual, and you can also choose to see the underlying data in a table.

You can easily discard your changes at any time by reverting back to the previous view of a visual.

You can find out more about the editing options you have from Microsoft's own Power BI documentation, available here:

Let users personalize visuals in a report - Power BIMicrosoftLearn

You can also save a personalized report by clicking the 'Save As' option, making it easier for you to come back to, and you can share a report via the Share button.

Saving a Report

You can save your personalized report so that you can access it easily ongoing by clicking the 'Save As' button.

Depending upon who originally created the report, there are a couple of options when it comes to saving a report:

• If you have made adjustments to a report created by someone else, you will have to save the report as a brand new (the 'saved as a new report' checkbox is auto-selected for you) since it's not your original report.

• If you have made adjustments to a report created by yourself (and the report is in your 'My Reports' section), you can either:

  • Update the existing report by clicking on 'Save As' and then de-selecting the 'Save as a new report' option

  • Save the report as a brand new report by clicking on 'Save As' and then selecting the option of saving the report as a brand new report

Once you have clicked 'Confirm', the saved report will appear in the 'My Reports' section, which you can access from the main system header, or from the reports list in your reports page. All your saved reports will appear here.

Advanced Mode

In addition to all the report personalization options listed above, Team Leaders or people with the 'Can customize reports' permission will also get access to advanced editing options.

This lets them completely remove and create brand new visuals within a report, rather than just having the ability to modify existing ones, and gives them the ability to create and delete cards with headline level information.

You can easily discard your changes at any time by reverting back to the previous view of a visual

You can find out more about the advanced editing options you have from Microsoft's own Power BI documentation, available here:

Let users personalize visuals in a report - Power BIMicrosoftLearn

Sharing a Report

You can also share reports with other users by clicking on the 'Share' option and selecting which users you want to share it with.

The report will then show in the user(s) Shared Reports section.

Note that you will only be able to share reports with someone if they have permission to view all of the data in the report.

You can also copy the Report link URL here too, if you want to share the report via another app.

Reports that have been shared with you will appear in your Shared Reports list.

Deleting a Report

When it comes to deleting reports, there are a few of things to be aware of.

• You can delete any of your own personalized reports i.e. any of the reports under the 'My Reports' section.

• You can delete any reports that have been shared with you i.e. any of the reports under the 'Shared Reports' section. Deleting a report that has been shared with you will not delete the report for anyone else.

• You cannot delete an original standard report. However, if you have personalized a standard report and saved that personalized report (and it therefore appears under the 'My Reports' section), you can delete that personalized report (see above point).

• Deleting a report that you have shared with another user will delete the 'original' report for you, as well as deleting the shared report for the other user. The report will also no longer be accessible for that user via a saved URL link.

• Any reports deleted by yourself will still be accessible via a saved URL link.

Standard Reports Available

At the moment, Enate provides two standard, out of the box reports:

• Team View Report

• User's Overview Report

Your user role will determine which standard reports you are able to see.

Team View Report

The Team View Report shows you data about work in Queues that you manage or are a part of.

The Team View Report contains the following available data sets:

Table	Fields	Description
Activity	Active Users	Count of users who are active on a selected date
Activity	Total Hrs Logged	Total time in hours spent by an Agent on all the Work Items they worked on for the selected date range
Activity	Total Users	Total number of users responsible for all the Work Items in a Queue
Activity	Activity Type	The type of activity performed on the Work Item by an Agent (e.g. 'Saved' or 'Completed')
Activity	Duration in Sec	Time spent in seconds on a Work Item by an Agent. Manually entered time is considered if available.
Activity	StartDate	The Work Item activity Start Date in date/time format
Activity	StartDate_date	The Work Item activity Start Date in date only format
Activity	User Name	The user who performed the activity
Context	Contract	The name of the contract
Context	Customer	The name of the customer
Context	Service	The name of the service
Context	Supplier	The name of the supplier
Date	Date	Calendar range of dates for filtering data
Date	Month	Months of the dates
Date	Week	Weeks of the dates
Date	Year	Year of the dates
Defects	Work Item Count	Number of Work Items that have defects
Defects	Date Raised	Date on which the defect was raised for a Work Item
Defects	Defect Category	Category of the defect
Defects	Description	Description of the defect
Defects	Status	States whether the defect is resolved or not
Feedback	Avg. rating	Average of ratings for each Work Item
Feedback	Rating	User rating for each Work Item
Feedback	Reference	Reference number of a Work Item that has feedback
Process	Process	Name of the process each Work Item belongs to
Process	Work Item Type	Type of the Work Item (Ticket, Action or Case)
Queues	Queue	Name of the queue the Work Item was last present in
Status	Status	Work Item Status (To Do, In Progress, Waiting , Resolved , Closed)
Status Reason	Status Reason	Reason behind the status change of the Work Item (Newly Created, new Info Receieved, Blocked by Business rule etc.)
Wait Status History	Waiting each Day	Count of Work Items that are set to waiting status on a particular day by the Agent (out of the Work Items he/she working/worked on)
Wait Status History	EndDate	End Date in Date time format when Work Item was in waiting state
Wait Status History	EndDate_date	End Date in Date only format when Work Item was in waiting state
Wait Status History	StartDate	Start Date in Date time format when Work Item was in waiting state
Wait Status History	StartDate_date	Start Date in Date only format when Work Item was in waiting state
Wait Status History	User Name	Agent who set the status of Work Item to Waiting
Work Items	Action	Sum of Closed and Waiting work items on a particular day by an Agent
Work Items	Work Items Assigned Today	Count of Work Items that are assgined to the agent today
Work Items	Work Items Closed	Total Work Items closed by agent for the selected date range
Work Items	Work Items Closed Today	Count of Work Items that are closed by agent today
Work Items	Work Items Due Today	Count of Work Items that are due today by agent
Work Items	Work Items Open	Total Work Items that are Open by agent
Work Items	Work Items Overdue	Total Work Items that are Overdue by agent
Work Items	Work Items Reopened	Total Tickets that are reopened for the agent
Work Items	Work Items Resolved	Total Work Items that are Resolved by agent for the selected date range
Work Items	Work Items Started	Total Work Items started by agent for the selected date range
	Ageing Category	Grouping of Aging in Days into different buckets
Work Items	Ageing In Days	Ageing in calendar days. For completed Work Items its (end date - start date), for open items its (today - start date).
Work Items	Count of Affected Records	Records affected count
Work Items	Count of Defects	Count of defects each Work Item has (if any)
Work Items	Count of Rework	Count of rework each Work Item has (if any)
Work Items	DueDate	Work Item Due Date in date time format
Work Items	DueDate_date	Work Item Due Date in date only format
Work Items	EndDate	Work Item End Date in date time format
Work Items	EndDate_date	Work Item End Date in date only format
Work Items	Has Defects	Whether the Work Item has defect or not (Yes or No)
Work Items	Is Reopened	Tickets that got opened after going to resolved status
Work Items	Reference	Reference number of each Work Item
	Resolved Date	Work Item resolved date in date/time format
	Resolved Date_date	Work Item resolved date in date format
Work Items	SLA	Service Level Agreement to indicate where Work Item is Overdue or not
Work Items	StartDate	Work Item Start Date in date time format
Work Items	Start Date_date	Work Item Start Date in date only format
Work Items	Title	Title of the Work Item

User's Overview Report

The User's Overview Report shows you data about your own work.

The User's Overview Report contains the following available data sets:

Table	Fields	Description
Activity	Total Hrs Logged	Total time (in Hrs) spent by the Agent on all the Work Items he/she worked on for the selected date range
Activity	Activity Type	Type of the activity performed on the Work Item by Agent ('Save' or 'Complete')
Activity	Duration in Sec	Time spent (in seconds) on the Work Item by Agent. Manually entered time is considered if available.
Activity	StartDate	Work Item activity Start Date in date time format
Activity	StartDate_date	Work Item activity Start Date in date only format
Activity	User Name	User who performed the activity
Context	Contract	Name of the Contract
Context	Customer	Name of the Customer
Context	Service	Name of the Service
Context	Supplier	Name of the Supplier
Date	Date	Calendar range of dates for filtering data
Date	Month	Months of the dates
Date	Week	Weeks of the dates
Date	Year	Year of the dates
Defects	Work Item Count	Count of work items that have defects against them
Defects	Date Raised	Date on which the defect was raised for a Work Item
Defects	Defect Category	Category of the defect
Defects	Desciption	Description of the defect
Defects	Status	Stated whether the defect is resolved or not
Process	Process	Name of the process each Work Item belongs to
Process	Work Item Type	Type of the Work Item (Ticket, Action or Case)
Queues	Queue	Name of the queue the Work Item was last present in
Status	Status	Work Item Status (To Do, In Progress, Waiting , Resolved , Closed)
Status Reason	Status Reason	Reason behind the status change of the Work Item (Newly Created, new Info Receieved, Blocked by Business rule etc.)
Wait Status History	Waiting each Day	Count of Work Items that are set to waiting status on a particular day by the Agent (out of the Work Items he/she working/worked on)
Wait Status History	EndDate	End Date in Date time format when Work Item was in waiting state
Wait Status History	EndDate_date	End Date in Date only format when Work Item was in waiting state
Wait Status History	StartDate	Start Date in Date time format when Work Item was in waiting state
Wait Status History	StartDate_date	Start Date in Date only format when Work Item was in waiting state
Wait Status History	User Name	Agent who set the status of Work Item to Waiting
Work Items	Action	Sum of Closed and Waiting work items on a particular day by an Agent
Work Items	Work Items Assigned Today	Count of Work Items that are assgined to the agent today
Work Items	Work Items Closed	Total Work Items closed by agent for the selected date range
Work Items	Work Items Closed Today	Count of Work Items that are closed by agent today
Work Items	Work Items Due Today	Count of Work Items that are due today by agent
Work Items	Work Items Open	Total Work Items that are Open by agent
Work Items	Work Items Overdue	Total Work Items that are Overdue by agent
Work Items	Work Items Reopened	Total Tickets that are reopened for the agent
Work Items	Work Items Resolved	Total Work Items that are Resolved by agent for the selected date range
Work Items	Work Items Started	Total Work Items started by agent for the selected date range
Work Items	Ageing In Days	Aeing in calendar days. For completed Work Items its (end date - start date), for open items its (today - start date).
Work Items	Count of Affected Records	Records affected count
Work Items	Count of Defects	Count of defects each Work Item has (if any)
Work Items	Count of Rework	Count of rework each Work Item has (if any)
Work Items	DueDate	Work Item Due Date in date time format
Work Items	DueDate_date	Work Item Due Date in date only format
Work Items	EndDate	Work Item End Date in date time format
Work Items	EndDate_date	Work Item End Date in date only format
Work Items	Has Defects	Whether the Work Item has defect or not (Yes or No)
Work Items	Reference	Reference number of each Work Item
Work Items	Is Reopened	Tickets that got opened after going to resolved status
Work Items	SLA	Service Level Agreement to indicate where Work Item is Overdue or not
Work Items	StartDate	Work Item Start Date in date time format
Work Items	Start Date_date	Work Item Start Date in date only format
Work Items	Title	Title of the Work Item

User Insights Report

As part of the Insights feature, a standard report is available that summarizes you or your team's availability data. It shows:

• Planned leave data

• Non-working days

• Trend of duration of activities

• Overall sentiment

• Sentiment trend

More information about these visuals can be seen in the table below:

Report Visual	Description	Logic	Filters Applicable
Leaves	Shows the Daily/Weekly/Monthly trend of planned leave count by the user. If the logged in user is a team manager then it will also show leave count for their team members.	1. Count all rows where Work Day Type = "Leave" 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"	Date, User name
Non-working days	Shows the Daily/Weekly/Monthly trend of non working days count for the user. If the logged in user is a team manager then it will also show non working days count for their team members.	1. Count all rows where Work Day Type = "WeekOff" 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"	Date, User name
Avg. duration trend (in hrs)	Shows the average Daily/Weekly/Monthly trend of various durations entered by the user. If the logged in user is a team manager then it will also show average durations for their team members.	1. Calculate the average of DurationSpentInEnate, AdHocDuration, DowntimeDuration, FeedbackDuration, MeetingDuration, DurationSpentOutsideEnate, TrainingDuration by excluding any WeekOff and leaves 2. DurationSpentInEnate is calculated as total duration recorded in packet activities by each user on each day where activity type in (2,3) 3. Filter the rows for the "logged in user" and any user whose manager is "logged in user"	Date, User name
Overall sentiment	Shows the overall percentage share of each sentiment opted by the user. If the logged in user is a team manager then it will also show the percentage share of sentiments for their team members.	1. Calculate the count of sentiments for each sentiment type 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"	Date, User name
Sentiment trend	Shows the Daily/Weekly/Monthly trend of percentage share of sentiment entered by the user. If the logged in user is a team manager then it will also show the percentage share of sentiments for their team members.	1. Calculate the count of sentiments for each sentiment type 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"	Date, User name

The Team View Report contains the following available data sets:

Table	Fields	Description
Date	Date	Day of the week in DDMM Format
Date	Week	Week of the year
Date	Month	Month of the Year in MMYY format
Date	Year	Calendar Year
Sentiment type	Sentiment	Sentiments options (Excellent, Very Good, Good, Bad, Worse). It will be none if not entered.
Insights	Avg. other hours	Avg. hours spent on ad hoc tasks
Insights	Avg. contractual break hours	Avg. hours spent on breaks
Insights	Avg. idle hours	Avg. hours spent on system downtime
Insights	Avg. feedback/1-2-1 hours	Avg. hours spent on feedback sessions
Insights	Avg. work performed within Enate	Avg. hours spent in Enate (on cases, actions or tickets)
Insights	Avg. work performed outside Enate	Avg. value added hours spent outside the Enate
Insights	Avg. meeting hours	Avg. hours spent on meetings
Insights	Avg. training hours	Avg. hours spent on training sessions
Insights	Avg. working hours	Avg. working hours
Insights	Other hours	Total hours spent on adhoc tasks
Insights	Contractual break hours	Total hours spent on breaks
Insights	Idle hours	Total hours spent on system downtime
Insights	Feedback/1-2-1 hours	Total hours spent on feedback sessions
Insights	Work performed within Enate	Total hours spent in Enate (specifically on Cases, Actions or Tickets)
Insights	Work performed outside Enate	Total value-added hours spent outside the Enate
Insights	Leaves count	Planned leave count for the user(s)
Insights	Meeting hours	Total hours spent on meetings
Insights	Non-working days count	Non-working day count for the user(s) includes holidays weekends etc
Insights	Sentiment count	Count of sentiments entered by user(s) for a particular day
Insights	Training hours	Total hours spent on training sessions
Insights	Working hours	Total working hours
Insights	Comment	Comments added by user for the sentiment chosen
Insights	Insights date	Date when the durations/sentiments captured from the user
Users	Email address	Email address of the user(s)
Users	User name	Full name of the user(s)
WorkDay type	Work day	Type of the day (Working, Non-working Day, Leave). It will be none if nothing is chosen by the user.