> For the complete documentation index, see [llms.txt](https://docs.enate.net/enate-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview.md). # Operations Performance Overview The Operations Performance Overview is a single Power BI report inside Work Manager that brings together everything an operations lead needs to run a team day to day - volume, quality, SLA, agent activity and email communications. Rather than jumping between separate reports, you get one report organised into six tabs, each answering a different operational question. These pages explains how to access the report, how row-level security controls what each user sees, and what every card and visual on each tab is telling you.
*The Operations Performance Overview report* *** ## Report Structure: The report is made up of six tabs. Click the links to view each tab in detail: * [Operations Summary](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/operations-summary.md) * [Volume & Workload](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/volume-and-workload.md) * [Quality & Defects](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/quality-and-defects.md) * [SLA & Cycle Time](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/sla-and-cycle-time.md) * [Agent Performance](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/agent-performance.md) * [Communications](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/communications.md) If you would like to see a list of all of these cards across each of these tabs, plus the data sources for each, please check out [this link](/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/report-visual-and-measure-reference.md). *** ### Accessing the Report & Row-Level Security Access to the report, and the ability to edit it, is controlled by feature access in your User Role: If your role grants access, the report will appear in your Reports list, under *Standard Reports.*
If you make a personalised copy of the report and save it, your copy will be found in *My Reports*. ### **Who this report is for** The Operations Performance Overview is aimed at the **Team Leader standard role**. It's available automatically to any user assigned the Team Leader role, and it can also be granted through a custom role that has this report selected in its permissions. Whichever way access is granted, what the user sees on the report is still governed by row-level security, described next. **What each user sees (row-level security)** The report applies row-level security, so two people opening the same report don't necessarily see the same numbers. The data is filtered to the scope your role and reporting line allow: * **Role and permission scope -** you see data for the customers, contracts and work you're permitted to view. The filters at the top of the report (customer, contract, service, queue, process, status etc.) let you narrow further, but they can't widen your access beyond your permitted scope. * **Reporting-line scope on Agent Performance -** the Agent Performance tab is built on the 'Insights Users' data set, which resolves to the logged-in Team Leader's own team: their direct and indirect reports. A team leader sees their people; they don't see agents outside their reporting line. Metrics such as Work Items Resolved Per User, the Agent Leaderboard, Responsible Agents and Active Users all respect this scope. * **Sharing -** you can share the report with another user via the Share button, but only if that user already has permission to the datasets. If they don't have access, they won't see any data in the report. {% hint style="info" %} **Note:** The exact data each Team Leader sees (which customers, contracts and how far down the reporting line) comes from your User Role and the hierarchy configuration and your permissions to see part of that hierarchy. Confirm the specific mapping against your own setup before publishing. {% endhint %} *** ## How to Read This Report Every tab follows the same layout: a row of **KPI cards** across the top giving you the headline numbers, and a set of **visuals** (charts and tables) below that let you explore the detail. A few conventions apply across the whole report: ### **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. {% hint style="info" %} **Important Note:** Report data isn't real-time; it refreshes on a schedule and the last-updated time stamp is shown on the report. {% endhint %} #### **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". --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.