User's Overview Report

The User's Overview report displays information regarding the Enate user who's account has been used to sign in. The report shows all work relating to user allowing them to quickly plan their day and week accordingly.

Accessing the User's Overview Report

Access to and the ability to edit the User's Overview 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

User's Overview Report Default Structure

Open Work Items by Queue & SLA

• Pinpoint priority areas with SLA-tracked open work items by queues for efficient task management.

Closed Work Items by Month & SLA

• Streamline workload management with monthly counts of started and closed work items, ensuring timely service delivery.

Started & Closed Work Item Count by Month

• Prioritize corrective actions with counts of resolved and unresolved defects by category, enhancing service quality.

Most Used Defect Categories

• See which defect categories are being used and how many times they are used.

Active Hours Logged by Month

• Gauge resource utilization and boost productivity with monthly-tracked active hours logged in Enate.

Available Data Fields for User's Overview

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

Table	Fields	Description
Activity	Total Hrs Logged	Total time (in Hrs) spent by the Agent on all the Work Items he/she worked on for the selected date range
Activity	Activity Type	Type of the activity performed on the Work Item by Agent ('Save' or 'Complete')
Activity	Duration in Sec	Time spent (in seconds) on the Work Item by Agent. Manually entered time is considered if available.
Activity	StartDate	Work Item activity Start Date in date time format
Activity	StartDate_date	Work Item activity Start Date in date only format
Activity	User Name	User who performed the activity
Context	Contract	Name of the Contract
Context	Customer	Name of the Customer
Context	Service	Name of the Service
Context	Supplier	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	Count of work items that have defects against them
Defects	Date Raised	Date on which the defect was raised for a Work Item
Defects	Defect Category	Category of the defect
Defects	Desciption	Description of the defect
Defects	Status	Stated whether the defect is resolved or not
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
Work Items	Ageing In Days	Aeing 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	Reference	Reference number of each Work Item
Work Items	Is Reopened	Tickets that got opened after going to resolved status
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