Team View Report

The Team View report displays information relating to email sentiment analysis allowing users to quickly and clearly see developing trends regarding incoming emails and take action where necessary.

Accessing the Team View Report

Access to and the ability to edit the Team View 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 or edit the report.

Here are some of the type of information which can be found within the report

Team view Report Default Structure

Work Items Started by Month

  • Ensure uninterrupted service and efficient workload planning by tracking monthly work item initiation volumes.

Work Items Closed by Month

  • Optimize resource availability and streamline operational efficiency by monitoring monthly work item closures.

Work Items Open by Ageing Category

  • Prioritize backlog resolution and task management by categorizing open work items by age in days.

Work item Count by Defect Category & Status

  • Aid targeted defect resolution and service quality improvement by highlighting defect categories needing attention.

Total Number of Users & Active Users by Month

  • Enable efficient resource allocation and service delivery optimization with monthly user and active user counts.

Available Data Fields for User Insights

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

TableFieldsDescription

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

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