# Email Feedback Report

The Email Feedback Report displays information relating to email ratings feedback that agents are receiving, allowing users to quickly and clearly see developing trends with regards to client feedback given via email ratings.

<figure><img src="/files/GGWnQOCxq6UfEh2vcA0l" alt=""><figcaption></figcaption></figure>

### How does the Email Feedback Report Work

The Email Feedback Report collates information received via feedback ratings in emails (happy, neutral, unhappy) and displays this information in a number of different ways such as absolute total ratings, feedback over time and feedback in different scenarios such as feedback by ticket categories or feedback when defects have been raised.

### Accessing the Email Feedback Report

Access to and the ability to edit the email feedback report is controlled by permissions in user roles, in the same way as all other reports within Enate. If users do not have the right permissions enabled, they will not be able to access the report. To edit the report users will need the 'Create Custom Reports' permission enabled.

### Email Feedback Report Default Structure

#### Total Ratings & Share By Feedback Type

<figure><img src="/files/aSiGfr2nMh908QAPgoCb" alt=""><figcaption></figcaption></figure>

This chart displays the total number of feedback ratings received, categorized by their sentiment (Happy, Neutral, Unhappy), along with the percentage share for each category. Both the Happy and Unhappy emojis are interactive, i.e. clicking on them will filter the page content accordingly.

#### Feedback Trend

<figure><img src="/files/DUZjghRgn5SjnN2EP4DB" alt=""><figcaption></figcaption></figure>

This chart displays the trend of count of feedback ratings over their received time. The display is defaulted to 6 months moving average, but can be adjusted.

#### Feedback Comparison By Context

<figure><img src="/files/hic1X1zJrzZzAkW2X7Wc" alt=""><figcaption></figcaption></figure>

This chart categorizes Feedback Ratings based on different contexts such as Customer, Contract, Service or Process, sorted by the rating count of highest total number of Happy or Unhappy ratings. It also has a sentiment selector dropdown where users can now choose which sentiment to display on a chart. By default this chart displays with both Happy and Unhappy sentiment selected.

#### Agents Receiving the Most Happy & Unhappy Feedback Ratings

<figure><img src="/files/dLKKL7iHHJKK9e5mjwnI" alt=""><figcaption></figcaption></figure>

This chart ranks agents based on feedback rating volume received on the work items they were responsible for. The chart can be toggled between displaying a top 5 or top 10 of Agents for each sentiment type.

#### Feedback ratings With Defects

<figure><img src="/files/CeoVGOtmedfQryzyF5FG" alt=""><figcaption></figcaption></figure>

This chart compares feedback ratings associated with work items With and Without defects, allowing you to assess the impact on client feedback of any issues taking place during the processing of a work item. Note: The specific number of defects on individual work item has not been taken into consideration.

#### Feedback By Reopened Work Items

<figure><img src="/files/nsaXL7ETBitGNII2Zi52" alt=""><figcaption></figcaption></figure>

This chart compares feedback ratings related to reopened and non-reopened work items. Here the term non-reopened work items means work items which are running, successfully resolved or closed normally.

#### Feedback By Number Of Work Item Handoffs

<figure><img src="/files/GIFPrbyKxhyqIftkacs7" alt=""><figcaption></figcaption></figure>

This chart evaluates feedback ratings associated with work items that have been reassigned multiple times, allowing you to assess the effect on client feedback on agent continuity within the processing of a work item.

#### Feedback by Work Item Total Elapsed Time

<figure><img src="/files/rvSFiJkdTO7BtDA5a2Yp" alt=""><figcaption></figcaption></figure>

This chart analyzes feedback ratings based on the time taken to resolve and close work items, measured in hours. Please note: this does not include still-running work items.

#### **Impact Zones**

<figure><img src="/files/E4bAadhFLYtAiCSaAuWD" alt=""><figcaption></figcaption></figure>

This chart will replace the previous 'Feedback by Work Item SLA' chart. The legends of the new chart are as follows:

* **High Priority Zone**: SLA Not Met + Unhappy Ratings.
* **Success Optimization Zone**: SLA Met + Unhappy Ratings.
* **Positive Zones**: SLA Met + Happy Ratings.
* **Neutral Zones**: SLA Met or SLA Not Met + Neutral Ratings.

Hovering over the chart will show the options where a Question Mark will appear. Hovering over the question mark will show the tool-tip which explains the zones, to help users better understand each section.

<figure><img src="/files/ADjPvHb28ADYznF3NavC" alt=""><figcaption></figcaption></figure>

**Sentiment Zones Explained:**

* **High Priority Zones:** Negative sentiment + SLA missed – needs urgent attention.
* **Success Optimization Zones:** Negative sentiment + SLA met – SLA OK, but experience needs work.
* **Neutral / Positive Zone:** Feedback aligns with sentiment – either neutral or positive.

#### **Feedback By Ticket Categories**

<figure><img src="/files/T60ZdGcyLItdBGRw7vHI" alt=""><figcaption></figcaption></figure>

The Chart shows feedback ratings received on work items by ticket categories, with concatenated levels i.e. “Level 1 > Level 2 > Level 3”.

#### **Feedback By Number of Times Work Item Reopened**

<figure><img src="/files/AYLNCyJcOkMi3hT3vNq7" alt=""><figcaption></figcaption></figure>

This chart displays the feedback rating count, categorized by the number of times a work item has been reopened. The grouping 'buckets' are: 1-3 Times, 3-5 Times, 5-7 Times, or 7+ Times. This will help with assessment on the relationship between client feedback ratings and the number of times a work item was reopened.

#### **Available Data Fields for Email Feedback**

See below for a complete list of all the available data fields that can be used within the Email Feedback report:

<table><thead><tr><th width="111">Table</th><th width="205">Fields</th><th width="358">Description</th></tr></thead><tbody><tr><td>Context</td><td>Contract</td><td>Name of the Contract</td></tr><tr><td>Context</td><td>Customer</td><td>Name of the Customer</td></tr><tr><td>Context</td><td>Service</td><td>Name of the Service</td></tr><tr><td>Context</td><td>Service Line</td><td>Name of the Service Line</td></tr><tr><td>Context</td><td>Supplier</td><td>Name of the Supplier</td></tr><tr><td>Dates</td><td>Date</td><td>Calendar range of dates for filtering data</td></tr><tr><td>Dates</td><td>Month</td><td>Months of the dates</td></tr><tr><td>Dates</td><td>Year</td><td>Year of the dates</td></tr><tr><td>Process</td><td>Process Name</td><td>Name of the process each Work Item belongs to</td></tr><tr><td>Process</td><td>ProcessGroup</td><td>Process group given for Cases / Tickets</td></tr><tr><td>Process</td><td>Work Item Type</td><td>Type of the Work Item (Ticket, Action or Case)</td></tr><tr><td>Queues</td><td>Queue</td><td>Name of the queue the Work Item was last present in</td></tr><tr><td>Sentiment Scores</td><td>6M Moving Avg</td><td>6 months moving average over the number of emails that have sentiment scores. To be visualised against dates.</td></tr><tr><td>Sentiment Scores</td><td>CaseCount</td><td>Total number of Cases</td></tr><tr><td>Sentiment Scores</td><td>Email Count</td><td>Total number of emails that sentiment score</td></tr><tr><td>Sentiment Scores</td><td>PercentagesOfAllSentiments</td><td>Percentage of emails with positive,negative &#x26; neutral sentiment compared to the total</td></tr><tr><td>Sentiment Scores</td><td>TicketCount</td><td>Total number of Tickets</td></tr><tr><td>Sentiment Scores</td><td>Total Work Items</td><td>Total number of workitems with emails that have sentiment score</td></tr><tr><td>Sentiment Scores</td><td>ImpactZonesSentiment</td><td>Imapct zones based on combination of SLA &#x26; Sentiment Types (High Priority, Neutral, Positive, Success Optimization)</td></tr><tr><td>Sentiment Scores</td><td>Logged</td><td>Email logged date in date time format</td></tr><tr><td>Sentiment Scores</td><td>LoggedDate</td><td>Email logged date in date format</td></tr><tr><td>Sentiment Scores</td><td>Sender</td><td>Email sender's full name or email address (depending on whichever is availible)</td></tr><tr><td>Sentiment Scores</td><td>Sentiment Confidence</td><td>Confidence level of the email classification (or sentiment score) in percentage (0 - 100%)</td></tr><tr><td>Sentiment Scores</td><td>PercentageSentimentConfidence</td><td>Sentiment Confidence shown in percentage</td></tr><tr><td>Sentiment Types</td><td>Sentiment Type</td><td>Types of sentiment (Positve, Negative or Neutral)</td></tr><tr><td>Ticket Categories</td><td>Ticket Category1</td><td>Ticket Category level 1</td></tr><tr><td>Ticket Categories</td><td>Ticket Category2</td><td>Ticket Category level 2</td></tr><tr><td>Ticket Categories</td><td>Ticket Category3</td><td>Ticket Category level 3</td></tr><tr><td>Ticket Categories</td><td>ConcatTicketCategoryLabels</td><td>Combined representation of Ticket Category level 1, 2 &#x26; 3</td></tr><tr><td>Users</td><td>Email Address</td><td>Email address of the user responsible for the work item</td></tr><tr><td>Users</td><td>Team Manager</td><td>Full name of the manager of the users responsible for the work item</td></tr><tr><td>Users</td><td>User Name</td><td>Full name of the user responsible for the work item</td></tr><tr><td>Work Items</td><td>Assigned User Count</td><td>Assigned User Count is the unique number of users assigned to the work item througout it's lifecycle (from start to end).</td></tr><tr><td>Work Items</td><td>Assigned User Count Groups</td><td>Grouping of Assigned User Count into different buckets (e.g., 0, 1-3, 3-5, 5-7 etc.)</td></tr><tr><td>Work Items</td><td>Customer Duration(Hrs)</td><td>Total time (in working hours) taken to complete the work item as per the customer calendar. Value will be blank if the work item is still in progress.</td></tr><tr><td>Work Items</td><td>Customer Duration Groups</td><td>Grouping of Customer Durations into different buckets (e.g., 0-24, 24-48, 48-72, 5-7 etc.)</td></tr><tr><td>Work Items</td><td>DueDate</td><td>Work Item Due Date in date time format</td></tr><tr><td>Work Items</td><td>EndDate</td><td>Work Item End Date in date time format</td></tr><tr><td>Work Items</td><td>Has Defects</td><td>Whether the Work Item has defect or not (Yes or No)</td></tr><tr><td>Work Items</td><td>Is Reopened</td><td>Tickets that got opened after going to resolved status</td></tr><tr><td>Work Items</td><td>Reference</td><td>Reference number of each Work Item</td></tr><tr><td>Work Items</td><td>Reopened Count</td><td>Number of times the work item got reopened throughout it's lifecycle</td></tr><tr><td>Work Items</td><td>Reopened Count Groups</td><td>Grouping of Reopened Count into different buckets (e.g., 1-3, 3-5, 5-7, 7+ etc.)</td></tr><tr><td>Work Items</td><td>ResolvedDate</td><td>Work Items Resolved Date in date time format</td></tr><tr><td>Work Items</td><td>SLA</td><td>Service Level Agreement to indicate where Work Item is Overdue or not</td></tr><tr><td>Work Items</td><td>StartDate</td><td>Work Item Start Date in date time format</td></tr><tr><td>Work Items</td><td>Supplier Duration(Hrs)</td><td>Total time (in working hours) taken to complete the work item as per the supplier calendar. Value will be blank if the work item is still in progress.</td></tr><tr><td>Work Items</td><td>Title</td><td>Title of the Work Item</td></tr></tbody></table>


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