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:

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