How to Read a Report in Enate

Tooltips on every visual

Hovering over any bar, line, slice or KPI shows a tooltip: a small pop-up box that appears next to the cursor and explains exactly what you're looking at. It gives the precise figure behind the point you're hovering on plus its supporting detail.

Drill-through on every visual

Every chart and visual in this report supports drill-through. Right-click (or use the drill controls in the visual header) to move between month, week and day on time-based charts, to drill into a category, or to open "See Records" / the underlying data as a table and export it to Excel.

You can easily navigate back up from tables showing the underlying data:

Drill down and Drill Up

Hovering over a visual will usually bring up a 'Drill down' option in the tooltip.

Click to drill in to view the next level visual for this data. Data in the other cards will filtering their display accordingly. Hover again for tooltip and click the 'Drill up' option to return to the original visual display level.

Filters

Main Filter - use the filter bar at the top left of the report to focus the report by customer, contact, process (Case/Ticket/Action), queue or work state.

To clear everything, open the main filter display and use Clear Filters.

Click Segment to Filter

Clicking on a segment within a card will filter down data in all of the other cards. The selected segment will highlight.

De-select the segment to unfilter your data.

Dates are UTC

All report dates use the UTC time zone.

Important Note: Report data isn't real-time; it refreshes on a schedule and the last-updated time stamp is shown on the report.

Closed vs Open history

Closed work items are shown for the past year; open/running items show their full history even if that's longer than a year.

Understanding the KPI trend indicators ▲▼

Most KPI cards show a small trend badge - an up arrow (▲) or a down arrow (▼) - comparing the current period to the one immediately before it. The comparison window always matches the length of your selected date range: filter to the last 30 days and the badge compares against the previous 30 days.

An up arrow means the metric has gone up versus the prior period and a down arrow means it has gone down. Whether that's good or bad depends on the metric. For SLA Compliance, % Utilisation or Work Items Closed, up is good. For Work Items Overdue, Defects, Reopens or Avg TAT, down is the improvement. Work Items On Target follows the same rule - more on-target work is better, so up is good.

The badge is colour-coded by whether the movement is good or bad, not by its direction: green when the metric moved in a desired direction (whether that's up or down for that metric), red when it moved in the undesirable direction, and grey when there's no change or no comparable prior period (shown as "— No Change" or "--"). So a green ▼ on Overdue and a green ▲ on SLA both mean "good".