Enate Help
What's New in EnateEnate WebsiteEnate AcademyFeedback
English
English
  • Hi, welcome to Enate Help
  • ✨What's New in Enate
  • Work Manager
    • 💻Work Manager
      • User Roles in Work Manager
      • Home Page
        • Bar Chart and Grid
        • Team Bar - Viewing Your Team
          • Team Bar for Team Members
          • Team Bar for Team Leaders
      • Setting Teams and Queues
      • Quickfind
        • Quickfind Searches with Custom Data Fields
        • How Quickfind works - specifics
      • Managing Contacts
        • Adding, Editing and Deleting Contacts
        • Contacts Page
        • Contact Activity Page
        • Contact Tags
        • Contacts Card
      • Emails
        • Composing Emails
        • Canned Texts
        • Email Attachments
        • Saving an Email as a Draft
        • Scheduling Emails
        • Email Inbox View
        • Sent Items View
        • Outbox View
        • Unhandled Emails
          • Creating New Email Routes from Unhandled Emails
          • Viewing Deleted Emails
          • Unhandled Emails Further Specifics
        • Blocked Email Addresses
      • Using Multiple Tabs
      • Focus List
      • Notifications
      • Getting New Work
      • Creating New Work
        • Bulk Create Work Items
        • Creating a Work Item from an Existing Email
      • Work Item Overview
        • Overview of Work Item Types
        • Adding a Note
        • Defects Card and Recording Defects
        • Timeline
        • Files Tab
        • Time Tracking
        • Forecasting for Cases
        • Custom Cards
        • Viewing Recently Accessed Work Items
      • Processing a Ticket
        • The Ticket Screen
        • Processing a Ticket
        • Merging a Ticket into another Ticket/Case/Action
        • Splitting a Ticket
        • Converting a Ticket into a Case
      • Processing a Case
        • The Case Screen
        • Processing a Case
        • Manually Launching An Action
        • Reworking a Case
        • Sub Cases
      • Processing an Action
        • The Action Screen
        • Processing an Action
        • 'Wait for Sub Cases to Complete' Actions
        • 'ABBYY FlexiCapture' Actions
        • 'Document Extraction' Actions
        • 'Peer Review' Actions
        • 'Send Email' and 'Send Email and Wait' Actions
        • 'Trigger External API' Actions
        • Approval Actions
      • Working with Linked Work Items
        • Linking Existing Work Items
        • Creating New Linked Work Items
        • Viewing Linked Work Items
        • Sharing Emails between Linked Work Items
        • Related Group vs Linked Work Items
      • Working Between Teams
      • Assigning / Reassigning / Unassigning Work
      • Feedback Features
      • Reports
        • Team View Report
        • User's Overview Report
        • Sentiment Analysis Report
        • User Insights Report
      • User Availability Insights
        • The Insights Popup
        • Main Insights Page
        • Main Insights Page: Team Leader Features
        • The User Insights Report
      • Advanced Search
      • User Settings
        • Email Signature Optimisation
      • Test Mode
      • Multilingual Support
      • Appendix
        • How to enable spell check in Enate
        • Potential Validation Errors for Bulk Creation of Work Items
        • Search terms ignored - further details
        • System behaviour for Determining Assignee, Owner & Queue for Work Items
        • Screen Resolution Support
  • Builder
    • 🛠️Builder
      • Navigating Builder
      • Service Lines Screen
        • Creating New Ticket Types in a Service Line
        • Creating New Case Types in a Service Line
        • Creating New Action Types in a Service Line
      • Service Matrix Screen
        • Screen Overview
        • Creating and Editing Customers
        • Creating and Editing Contracts
        • Creating and Editing Services
        • Adding new Tickets & Cases
        • Ways to Create Work Items in Work Manager
        • Process Grouping Work Items
      • Ticket Configuration
        • Cloning from existing Ticket settings
        • The Ticket Screen
        • Adding a Ticket Category Row & Settings
        • Configuring Ticket Attributes
        • Setting a Ticket Live
      • Case Configuration
        • Creating a New Case Process
        • Case Screen Overview
        • Case-level Settings - Case Info Tab
        • Adding Actions to a Case
          • Manual Actions
          • Peer Review Actions
          • Send Email Actions
          • Send Email and Wait Actions
          • Start Case Actions
          • Approval Actions
          • Trigger External API Actions
          • IDP Data Extraction Actions
          • ABBYY OCR FlexiCapture Actions
          • Wait for Sub-Cases to Complete Actions
          • Adding Ad-hoc Actions
          • Adding Action Checklists
        • Case Conditionality
          • Case Conditionality - Formatting Examples
          • Conditionality Based on an Action's Checklist
          • Conditionality – Advanced Mode C# Tips
        • Merging Branches in a Case
        • Ending a Case Early
        • Setting a Case Live
      • Email Mailbox Configuration
        • Email Connectors
        • Email Routes
        • Microsoft Office 365 Email Integration with Enate via Graph API model
        • Setting up your Email Infrastucture
          • Inbound Email Setup
          • Outbound Email Setup
        • Incoming Emails - Processing Logic
          • Wildcard Routes for incoming BCC Emails
          • Wildcard Email Routes - Possible Scenarios
          • Subsequent Email Responses - Scenarios
        • Email Processing Modes - Options
        • Email Receipt & Deduplication
        • Dealing with Incoming Out of Office Emails
        • Enate via Graph API model
      • Email Template Configuration
        • Default Email Templates
        • Creating New Email Templates
        • 'Reply Instructions' Email Template - 'Expression of Intent' Instructions
        • Viewing Where Email Templates Are In Use
        • Comparing & Merging Email Templates
        • Canned Response Configuration
      • Custom Data and Custom Card Configuration
        • Creating Custom Data Fields
        • Creating a Custom Card
        • Importing / Exporting Custom Cards
        • Advanced Custom Cards
        • Linking Custom Cards to Cases / Tickets / Actions
        • Quickfind with Custom Data – Configuration and Rules
        • Extension Properties
      • Schedules and Triggers
        • Schedule Setup
          • Creating a Schedule Structure
          • Creating a Schedule
          • Linking a Schedule to a Case
        • Schedule Behaviour for Auto-Launching Cases
        • Triggers
          • Creating a New Trigger
          • Editing an Existing Trigger
          • Viewing Cases Launched by Triggers in Work Manager
      • Shared, Standardised Settings – ‘Flavours’
        • Due Date Flavours
        • Allocation Flavours
        • General Settings Flavours (Action Only)
        • Follow Up Settings
        • Exception Activities – Creating and Cloning New Flavours
      • Case and Ticket Configuration Validation
      • Approval Flows
      • Integrations - Marketplace
      • User Management
        • Service Agents
        • Robots
        • Self Service Users
        • User Groups & Data Permissions
        • User Roles & Feature Access
        • Application Credentials
      • Working Calendar Management
      • Adding Localizations
      • Viewing Deleted Items
      • System-Wide Settings
        • General Settings
        • Defect Parties
        • File Tags
        • Office 365 Integration
        • Suppliers
        • Queues
        • Contact Tags
        • Departments
        • Locations
        • Cost Centers
        • Password Policy
        • SSO Settings
        • Approval Settings
        • Privacy Policy Display
      • Maximum Limits in Enate
      • Useful Links
      • Validation Codes
      • Administration
        • Enate System Setup Requirements / Whitelisting
        • Binary Data Storage Options - 'Bring Your Own Bucket'
        • Files: Anti-Malware Scanning
        • Activities Audited in Enate
        • 2021.1 Engine Descriptions
        • Open Source Components
        • SSO Configuration
  • EnateAI
    • EnateAI
      • EnateAI for Email
        • Enate AI - Email Classification
        • EnateAI - Email Data Extraction
        • Enate AI Sentiment Analysis
        • EnateAI - 'Thank You' Email Evaluation
        • Email Connector-level control over Email Integrations
      • EnateAI - Document Classification
      • EnateAI for IDP - Document Extraction
      • EnateAI - AI Analyst (Beta)
        • AI Prompts
          • Bank File Reconciliation
          • Investment Case Content Creation
          • Credit Card Statement Reconciliation
      • Set Confidence Thresholds for your Integrations
  • Enate BI
    • Enate Data Dictionary
  • Integrations
    • Enate Integration Services powered by SnapLogic
      • SnapLogic Overview
        • Using SnapGPT to help you in SnapLogic
      • iPaaS Patterns
      • Build your Pipeline - Enate Integration Pattern 1
      • Enate Integration Services FAQs
      • Resources and Links
    • Enate Integrations
      • Set Confidence Thresholds for your Integrations
      • Email Connector-level control over Email Integrations
      • Auto-classify emails - Email Classification
      • Auto-populate Custom Cards with Email Info - Email Data Extraction
      • Analyse sentiment in emails - Sentiment Analysis
      • Auto-evaluate 'Thank You' emails -Thank You Email Evaluation
      • Auto-tag email attachments - Document Classification
      • Auto-extract document data - Document Extraction
      • Set up a Bot status monitor in Power Automate
      • Integrate third-party WebApps by Iframe with Enate's Advanced Custom Cards
      • Extract Emails & Attachments to SharePoint with Power Automate
      • Auto-notify other apps of new Cases, Tickets & comms with Enate's Webhooks
      • Auto-populate row data into an Enate Case with UiPath
      • Create a Webform that turns requests into Tickets with Enate's APIs
      • Default Current Date & Time into a Field with Enate's Advanced Custom Cards
      • GPT Providers
      • APIs
        • API Changes
        • API Enums
      • ABBYY FlexiCapture
        • Setting up Enate & ABBYY Integration
        • How ABBYY FlexiCapture Actions Work At Runtime
      • Webhooks
        • How to work with Enate's Webhooks
        • List of Enate's Webhooks
        • API Webhook Subscription
        • Webhook Troubleshooting
      • UiPath
        • Setting Up Enate & UiPath Integration
        • Enate UiPath Activity Libraries
        • Enate & UiPath Orchestrator Synchronization
          • UiPath Synchronization V4
          • UiPath Cloud Synchronization V3
          • UiPath Cloud Synchronization V2
          • General Questions and Issues, Debugging and Troubleshooting
      • UiPath Communications Mining
      • Blue Prism
        • Setting Up Enate & Blue Prism Integration
        • Enate Blue Prism Connectors
      • Automation Anywhere
        • Getting Started with Automation Anywhere
      • Power Automate
      • Advanced Custom Card Code
        • Custom Card Validation
        • Custom Card HTML
        • Custom Card CSS
  • WHITE PAPERS
    • Enate White Papers
  • Implementation
    • Enate Implementations
    • Enate Academy Training Courses
  • 📙Glossary of Enate Terms
  • 💬Feedback
Powered by GitBook
On this page
  • Accessing the User's Overview Report
  • User's Overview Report Default Structure
  • Available Data Fields for User's Overview

Was this helpful?

Export as PDF
  1. Work Manager
  2. Work Manager
  3. Reports

User's Overview Report

PreviousTeam View ReportNextSentiment Analysis Report

Last updated 11 months ago

Was this helpful?

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

💻