The Insights Popup
Last updated
Last updated
If Insights is switched on in your system (see Enabling Insights), when users log into Work Manager for the first time each day, they'll be met with a popup after a short while, asking them to confirm:
Their working hours for the day, e.g. 8 hrs (this may default in a value from their working calendar if one is set for them, or from the previous day's entered value.
a rundown of any non-core activities they may have planned for the day, for example a training session, or 1-2-1 meetings, plus their expected working hours for the day.
optionally, they can note down how they're currently feeling too.
There are three sections to the popup, which will ask Agents about:
Today - what their working hours and break is for today, plus if they have any non-core work activities planned.
Yesterday - confirm if the data tey entered yesterday ended up being correct, amending if needed.
Tomorrow - if they have visibility on what tomorrow looks like, they can fill this in too.
If you are going to be using the Insights feature, every agent should ensure that they have confirmed their data for any day they are working. Team Leaders have visibility on who has not filled in data, and on which days.
Note that agents don't have to fill in their data straight away when the popup appears - they can always revisit the popup later in the day by clicking on the Insights link in their toolbar. If data is incomplete for that user, it will show with a red dot icon..
They can also fill in and amend data via the main 'Insights' page, which they can get to from the nav icon.
The user can either provide the data in the pop-up pages then and there, or click 'X' to close the popup without saving any data. If a user hasn't filled in the data in the pop-up and they they logout and log back in again on the same day, the pop-up will reappear when they log back in.
This section is optional - users can select an emoji to represent how they are feeling. They can also choose to enter an additional comment.
The next section is asking the agent to confirm their overall working hours for the day. There may be defaulted numbers in for your expected working hours (e.g. 8 hours) and expected break (e.g. 1 hour). These may come from the working calendar if one has been set up in Enate, or from whatever values wer entered the previous day. If not such data is available, these will default to 08:00 hrs and 00:00 hrs respectively.
If either of these these need to be changed, clicking the link provided takes the user to the Main Insights Page where they can set this information.
There's also the option to set this day as:
A Non-working day - e.g. a weekend day or time-in-lieu equivalent
On leave - i.e. the agent is on leave / vacation that day.*
*Note that users can set this information a number of days in advance via the main Insights page if e.g. they are going on vacation.
If either of the 'Non-Working Daya / On-Leave' settings are marked for this day, the user won't be asked to fill in a break-out of their time for that day.
The next sections of the pop-up will ask the user for expected time they'll be spending that day on non-core activities. Agents can use the slider or manually enter a value between 0 and 8 hrs.
For clarity here: This section is where you should add any time which you know can't be spent actively working to deliver service because you have e.g a meeting. The expectation is absolutely not that you add in numbers to add up to e.g. 7 hours to 'fill your day' - doing that would signal to your Team Leader that you've no availability to work.
Instead, this is where you enter that e.g. you know you've got 2 hours of meetings today, so your Team Leader will know that of the 7 working hours left in your day after breaks, only 5 of them can be time available to actively work.
Options available to enter for 'Today' are:
Meetings - time spent in any collaborative gathering or group meeting.
Feedback / 1-2-1 - time spent in individual sessions with e.g. team leader, manager, mentor.
Training - time in organised training or knowledge-transfer sessions.
Other - time spent on any other activities which are not listed above, or any additional breaks taken in a day.
When finished filling in data (inlcuding if there are no such activities and the day is fre for active work), users have two options:
Click 'Save & Close' to close the popup and get back to Enate Home Screen OR
Click 'Save & Next' to add further data for yesterday (prev. working day) and Tomorrow.
If they click 'Save and Close', they are done and the system will mark their mandatory Insights data as filled in for that day. Clicking 'Save & Next'
Confirming data for yesterday / the previous working day is much the same as entering for today..
In addition to the categories available for 'Today', two further options are available to confirm where time was spent:
Active Time not tracked by Enate - Time spent actively working to provide service but where a Ticket, Case or Action screen (or Enate email) is NOT open in Enate to auto-track this time.
Examples might be: time spent on the Enate homepage or working in another system where an Enate work item tab is not open and so not auto-tracking time. This does NOT include activities such as meetings or training, which should be noted separately.
Downtime - Time lost due to, e.g. system issues, or non-availability of work.
All data can be modified, including the working hours and break times. If all expected hours entered the day before were correct, the user can hit 'Save and Next'. Otherwise, adjust the data before moving on.
Entering data for tomorrow gives the same options as entering for 'Today'
Once fully complete, users shoud click 'Save and Done'.
At any point users can click back to the popup to adjust data enetered for today, yesterday & tomorrow, and can access the Main Insights Page.
