You can schedule the date and time of when an email will be sent by selecting the Schedule Send option.

The scheduled email will appear in the Comms and Timeline tabs, along with who scheduled it and when it has been scheduled for. If the email has been scheduled to send more than 2 minutes later, a 'Send Now' and 'Cancel' button will appear to let you send the scheduled email straight away if you have changed your mind or to cancel sending the scheduled email altogether.

Note that you cannot schedule an email that exceeds the size set in Builder - see here for more information. However, validation of the email size occurs as part of saving the email, not at the sent time. So if a 25MB email has been scheduled and then the maximum email size gets reduced in Builder to 10MB, the scheduled email will still be sent as it conformed to the size allowance configured when it was scheduled.

The Home page allows Team Leaders and Team Members to view the work for their area of business, i.e. Work Items sitting in their work Queues and with their Team Members (both human and robot).

On your Home page you will see:

• Work Items that are assigned to you

• Work Items that are assigned to your manager, i.e. the person you report to (if you have one)

• Work Items that are assigned to your peers (people managed by the same person as you)

• Work Items in a Queue that you are a member of / are a manager of

Additionally, as a Team Leader you will see:

• Work Items that are assigned to people you manage (i.e. people who report to you)

• Work Items that are assigned to people managed by people you manage (recursively down the hierarchy of manager relationships)

• Work Items in a Queue that you manage, even if you are not a member of it

Click to see how to set the users who report to you (i.e. your Team), and Queues which you manage.

Canned Texts are standard pre-configured texts which are created as part of system configuration.

When writing an email, you can insert a Canned Text by clicking on the Canned Texts icon at the bottom of a write an email screen. This will show you all canned texts available for the Service Line and you can use the free text search function to filter items by title.

You can also use the ‘recently used’ option by clicking on the dropdown list, allowing you to quickly access a more relevant canned text. You can also manually modify canned texts after they have been inserted into your email.

Show by Language

You can also select a canned text in a different language by clicking on the language in the dropdown list.

There a numerous ways of creating and managing contacts in Enate. Watch this video to find out more:

You can search for work items and their emails using focussed ‘search this value in this field’ on the work item. This is achieved by prepending the search with predefined search code. Before typing anything into Quickfind, the dropdown displays all short codes available in the system, and the field they relate to.

To search against a field, enter the short code and the desired value e.g. hq:Laptop

This will return work item (Ticket/Case/Action) and communication results where this field has this value:

Using Quotes to search for entire phrases

You can put quote marks around your search value to search for an entire phrase as the field value you want to find e.g.: bn:“entire phrase”

You can also use this approach to search for phrases with general free text searching, i.e. even when you are not searching against a custom field with a prepended short code.

There are three types of Work Item in Enate:

• Tickets – Used for modelling single-part activities, e.g. queries. Tickets are standalone and are not part of a business process. Can be promoted to become a specific type of Case.

• Cases – Used for modelling multi-part activities (i.e. business processes).

• Actions – the constituent parts of a Case, i.e. a Case is made up of a flow of Actions. Contains a set of instructions, often a checklist of activities to track progress within the Action. These can be manual (can be carried out by humans and bots) or automatic Actions, e.g. auto sending an email.

The Contact Activity Page displays the activity details for an individual service recipient.

You can navigate to the Contact Activity page via:

1. Quickfind – clicking on a user in Quickfind

2. A Work Item – clicking on a contact in the contacts card of a work item

3. The Contact Management Page – clicking on the first name of a contact in the Contact Management Page

Once you are on the Contact Activity Page, you can see the contact's details on the right-hand side and update them as needed.

Clicking on the 'Work Items' tab lets you see all work items which relate to the contact. Each work item is shown as a card with data about it like reference, title of work item, due date, assignee, queue, and state. Work Items can be opened for further details by clicking on reference and title. Running items are displayed by default, completed work items can also be displayed.

Clicking on the 'Comms' tab lets you see communications (emails, notes) relating to the user and the work items relating to them. You can search for specific communications here too.

You can also start a new piece of work for the contact from the Contact Activity Page. Starting a new work item from the Contact Activity Page will automatically assign the contact as the Primary Contact, Requester and Subject on the work item, and if they have a Default Tag set, they will be tagged as this as well on the work item. Note that when launching a Ticket, the 'Send Automated Emails' option is automatically set to off.

You are able to copy the user's name by clicking on the copy button on the tab:

Work Manager Overview

Work Manager is a web-based, multi-page application used by members of the service delivery team to interact with Tickets, Cases and Actions running through managed business processes.

Users of Work Manager are service agents, team leaders, operations managers and executives. Work Manager provides a standard set of views for these users to carry out work.

Watch this video for a quick overview of Work Manager:

Browser Support

Work Manager is designed to support the following Browsers:

• Latest version of Chrome (at time of release)

• Latest version of Firefox (at time of release)

• Latest version of the Microsoft Edge, based on Chromium (at time of release).

Here's a breakout of the various sections of Enate's online help and what you'll find in them..

💻 Work Manager - For End Users

Work Manager is Enate's operations environment where service agents, Team Leaders and Operations Managers go to manage and deliver service. In this section you'll find lots of explainers and videos teaching you how to use the software day-to-day.

Enate's Work Manager Help is available in 9 languages including Spanish, French, German, Brazilian Portuguese, Russian, Polish, Hungarian & Romanian.

🛠️ Builder - For Configurers and Business Analysts

Wanting to get up to speed with mapping and running your business processes in Enate? Check out the Builder help section here.

📈 For Analysts & BI Developers

Enate's Work Manager provides you with embedded reporting capabilities, driven by Microsoft's Power BI reporting platform, which gives you lots of additional information at your disposal to gain new insights and support for your business operations. Check out this section to see the standard Reports available to you in the system.

If you want to know more about the information available in the Data Warehouse for creating your own BI, check out this Check out the BI section to view details of the Data Dictionary, with field data types and definition. This also highlights foreign and primary keys to join tables on.

⚡ For Integrators

Enate Integration Services - Enate has teamed up with one of the leading iPaaS vendors SnapLogic to offer iPaaS as part of the Enate platform for clients that do not already have their own iPaaS, or are seeking a more business user friendly solution.

Additionally, Enate has an extensive library of APIs, Webhooks, and integration capabilities with RPA & OCR systems. Check out the Enate Integrations section for information on this as well as Enate's extension points like Custom Card code.

🚀 For Implementers

Information for Enate implementation and Academy Training

The Focus List enables you to put together a list of work items that you want to concentrate on, perhaps as part of a focused daily to-do list, or as a handy shortcut to get to the items you're needing quick access to.

Watch this video to find out more:

You can add Tickets, Actions and Cases to the list, even ones which aren't assigned to you, up to a maximum of 50 items. You can get to your Focus List from anywhere in Work Manager by clicking on the Focus List icon in your header bar.

Clicking on an item in your list will take you directly to that work item, either in a new browser tab or in the existing view if you're set to open up links that way.

Adding Work Items to your Focus List

You can add items to your focus list in a few different ways:

• Firstly, you can add them from within the Focus List itself by clicking on the plus icon and then searching for either the title or reference number of the work item you're looking for. Select which work item or items you want to add from the search result and click to add.

• Another way is to click on the 'Add to Focus List' icon from within a Ticket, Action or Case.

• And you also can also add items to the list from the homepage grid by selecting one or multiple items and then clicking the 'Add to Focus List' option that appears in the grid header.

Once they're added, work items can easily be arranged in your list, just drag and drop to relocate them.

Removal of Work Items from Focus List

If you're accessing a Ticket, Case or Action which is already in your Focus List, you'll be shown that with the ticked Focus list icon. You can click on that link again to remove it from your list, or, alternatively they can easily be removed from with the list itself - select one or more, click the remove link and then confirm.

One thing to note is that once a work item moves to a state of Resolved or Closed, it will automatically be removed from your focus list, freeing up space for other open items you want to focus on. However, users can still add items in either of these states into the Focus List if they want.

Allowing Opening of Work Items from Focus List

Additionally, when a user tries to open multiple links in new tab from the Focus List, occasionally they might not be able to and will instead be shown a pop-up stating that multiple tabs have been blocked from being opened. Users simply need to click to allow pop-ups and redirects from Enate.

You can view the unhandled incoming emails which were deleted by you / your team as part of dealing with them with the 'Deletion Audit' section of Unhandled Emails. This helps with an auditing how incoming emails which were unhandled have been dealt with.

Clicking on this 'Deletion Audit' link will bring up a view of all deleted unhandled emails within your area of the business. These are incoming unhandled emails where the decision was made to delete these mails rather than create a new Case or Ticket from them.

All filters and paging options are available as for the other email views in this page, but the emails themselves are shown in read-only mode..

Clicking on a deleted unhandled email will display the email in detail in the main section of the screen, with any attachments that it may have had.

Additionally, the header bar above the mail shows who deleted the email and when.

There are certain circumstances when clients may send in an email that should really be used to start a new work item but, because they've sent it as a response to an existing mail chain, it ends up being attached to an existing work item. A prime example of this is when a client responds to an email with the intention of starting a new ticket but it gets added to the work item of the email chain that they were replying to. In such circumstances, you can use the 'Create a new Work Item from this email' feature which allows incoming emails that get added to an existing work item like this, to now be reprocessed and used to create a new work item.

When will you be able to create a Work item from an existing email?

You will have the option to create a Work Item from any email that is attached to an existing Work Item, so long as it is not the initial email that created a Work Item.

How does this work?

If you are working on a Work Item and realize that an email that has been attached to it should actually have started a new Work Item, you can use the 'Create a new Work Item' icon that will appear on the email attached to the Work item which you want to use to create new work.

Clicking this link and then the following confirmation popup will result in the email being effectively sent back into Enate, but with an additional rule that it should not append itself to an existing work item. Once the email has successfully created a new work item, a confirmation message will appear.

Once the new work item has been created, a note will show at the top of that mail with a link to that new work item, and that original mail entry in the first work item will effectively be set to 'read only' (since it should no longer be used to process the request within that mail).

Links between the original Work Item and the new Work Item will also be displayed on each of their respective 'Linked Items' tabs.

Work can be created by users from within Work Manager in two ways:

1. From Create New Work Item. This is a dropdown available from the toolbar, the agent selects a Case or Ticket to start under a specific business context

2. From the Contact Activity page, often also referred to as the Call Handling Page. From this page, the service agent would first search for and find a person (often someone calling in to the service centre), and then start a piece of work directly for them, i.e. a Ticket or a Case

Creating New Work Item from the ‘Create New Work Item’ dropdown

You can create work by clicking on the ‘Create’ link in the header bar (cube image). This will produce a dropdown screen section allowing you to start a new work item. The hierarchy displayed in the dropdown goes Company, Contract, Service, Process Group (if Configured) followed by the Cases that can be created.

Input links automatically appear here for Tickets and Cases when you have created a Ticket or Case process in Builder and set it to Live. Clicking on a link will create the new work item in a separate tab.

Creating New Work Item from the Contact Activity page

You can create work by clicking on the 'Start New Activity' dropdown on the Contact Activity page.

If you are on a contact page for someone under a known company (i.e. scoped at customer level), the Customer information will not display in this link name. A free text search will allow you to filter this list of links. Administrators can control whether you wish to see the Input link for a given Ticket / Case process via settings in Builder

Creating a work item from the contact activity page will automatically assign the contact as the primary contact of the work item.

Click the Note tab to add a note. Anyone can add an internal note to a Ticket, Case or Action – you don’t have to have it assigned to you, and adding a note won’t auto-assign the work to you. These are notes for internal use and the external contacts won’t ever see them.

Specifying note type

If desired, you can specify which kind of interaction resulted in the note, e.g. phone incoming / outgoing etc.

Adding a note and resolving a Ticket

If we we are adding a note to a Ticket assigned to ourselves, we have the additional option of Adding a Note & Resolving the work item which will resolve the work item when we click on it.

After adding the note, the screen will refresh with the new note displayed on the timeline.

Closing an item with incomplete notes

If you have started to enter a note but have not saved it, the tab will display a ‘*’ marker on the tab alerting you to this.

If you subsequently try to close the work item tab with this ‘in-progress’ items still unsaved, the system will alert you asking if you wish to proceed.

Clicking on the 'Pull from Queue' button in the Work Inbox grid header will assign you a new piece of work, if any is available for your to do.

Pull from Queue Allocation Rules

How does the system determine which work item to give a user when they click the “Pull from Queue” button on their Work Inbox?

The system works by looking at all unassigned work items from all of the Queues the user is linked to, and has permissions on, and assigns one new work item, prioritising items as follows:

1. Any currently OVERDUE work item (most overdue item first). If none found, then

2. Any work item which has been rejected by a Robot. If none found, then

3. Any work item (item due soonest selected first).

If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. Click on the Split tab in the Activities tabs to start the split:

The screen will default split into two Tickets. You can manually add more splits if you wish by clicking on the '+' icon. The Title, Description and Context (Customer >> Ticket Category etc.) are copied from the current Ticket, but all can be modified. You can choose to keep each separate Ticket with you.

Confirm the Ticket split by clicking the button in the Info card:

After splitting, the original Ticket will be set to ‘Wait– split Ticket’ with links to the new Tickets the original was split into.

Once the split Tickets are resolved and the feedback window if they have one has expired, this original Ticket will be set to fully complete.

For SLA purposes the start date of the original Ticket is copied to each of the Resulting Tickets and the time when the original Ticket has been marked as Resolved is calculated as the time when the last Ticket it has been split into gets resolved.

For example, if Ticket A has been split into Tickets B and C, and Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00', the time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.

You can cancel the splitting of a Ticket at any time by navigating away from the Split tab (the main Action button on the Ticket changes away from ‘Split’, so you can be sure you’re not splitting it).

If you wish to quickly re-access a work item (e.g. you wish to re-open a work item tab you’ve just closed down), open the ‘Recently Accessed’ link from the navigation dropdown.

This will display a list of the last 20 items which you have accessed (along with datetime the tab was closed), ordered by most recent first. Click an item to re-open the tab.

If during the processing of a Ticket query it becomes apparent to you that the request is best handled as a Case, you may choose to convert the Ticket to a Case.'

To convert a Ticket into a Case, expand the settings card of a Ticket, select 'Convert to Case' and then select the Case process you want to convert the Ticket into.

The system will then bring up any relevant custom cards for that Case - just fill in any required data and then click on 'Start Case' in the info card.

If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.

If your system has been configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.

You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by selecting the 'Send Automated Emails' option.

Confirm the Ticket promotion up to a Case by clicking the button in the Info card:

You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).

The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution Method of 'Case Launched' with a link to that Case.

The original Ticket will move to a state of Closed when the Case that has been launched is Closed.

The new Case launched will be in a state of To Do.

This is where you are able to easily add, edit and delete email addresses to be blocked.

Disable auto-generated emails when creating a new Ticket from this address - the system will allow Tickets to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Disable auto-generated emails when creating a new Ticket/Case from this address - the system will allow Tickets and/or Cases to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Auto-reject emails from this address as spam - the system will allow Tickets to be created for emails arriving from this address but once created, the Ticket will be automatically moved to a state of Closed with a resolution method of 'Rejected as Spam'. As Cases do not have a 'Rejected' status, any email from a blocked address will be automatically moved to your 'Unhandled email' section of your email page, rather than creating any work item.

Overview

'Send Email' Actions involve Enate auto-sending an email and then the Action will immediately close. Work Manager Users should not have to do any work on this type of Action.

'Send Email and Wait' Actions involve Enate auto-sending an email. The Action will then move to a state of Waiting until a response has been received. Once a response has been received, the Action will move to a state of To Do to be processed further.

The To address and any CC or BCC addresses on the email are configured in Builder - see this article about how to configure 'Send Email' Actions in Builder:

Once the email has been sent, an entry will appear in the timeline showing when it was sent, who it sent from and to, any CC or BCC addresses, the email subject and if you click to expand, the email body itself.

Exceptions

If an invalid To, CC or BCC email address is used, the email for the Send Email/Send Email and Wait Action will fail to auto-send and the Action will then be moved back to its Queue.

A warning will appear in the timeline:

The Case owner can then decide if they want to manually send the email and will need to correct the email address and add the email body manually. They should also contact their system administrator to alert them about the issue so that they can correct the email address to prevent future email failure.

Various features in Enate allow you to manage activities being carried out by different teams, letting you easily create and oversee work items even when you don't have full permissions on each other's work.

Overview

The contacts card in the side panel of Tickets, Cases and Actions is where you can specify the people who relate to the work item and set their contact tags.

Clicking on an individual record will display the contact detail's information in a new tab showing the .

Auto-population of the contacts card

Contacts populated from an initial email

When an email arrives from an address which is associated with a system user or an external contact which has been previously recorded in the system then their details are automatically populated on the contacts tab when the Ticket is created by the system. They will automatically be as the Original Requester Requester, Subject and Primary Contact. These tags can be removed.

Optionally the first operator to assess the Ticket can also set them as the Primary Contact if deemed appropriated by their assessment. If you tag another contact as any of these relationship types, the tag will be removed from the previous contact.

Contacts populated from Contact Activity Page

Similarly, when a work item is created from the 'Start work item' button on the of a contact, that contact will be as the Original Requester, Requester, Subject and Primary Contact of the work item.

Manually adding contacts to the contacts card

You can also add contacts to the work item manually by searching for them in the contacts card.

If you search for a user in the contacts card that does not exist in the system, you can create a new contact by clicking on the ‘Create Contact’ option and filling in the contact's details.

If you have written the email address for the contact, the system will decode and auto-populate the first name and last name of the contact. Once you fill in all the information and click on create contact, the system will redirect you back to the work item.

When you manually add a contact for the first time, they will be as the Primary Contact, Original Requester, Requester and Subject by default. You can manually reassign the Primary Contact, Requester and Subject tags to other users afterwards, but note that the Original Requester tag cannot be changed once it has been set.

Enate's browser-based Work Manager uses a multi-browser page approach. You can control how you want the system to behave when you click on links to open new items, for example to open a Ticket or Action from your home page, or to open up your Email Inbox page.

You can choose between links opening in a or in your .

Watch this video to find out more:

Single Browser Tab

As a default, when you click on a link the new content will show up in the same browser tab, replacing the previous content.

If you want to return to the previous page, you can use the browser's 'back' button to navigate back there, and equally use the forward link again to return to the newer screen.

Some other features which can be helpful when working with a single tab approach… The 'recently viewed' list from your navigation section is always a useful way re-find work that you've been looking at recently. You can click to open up a fresh Home page at any time… And, you can even use your focus list to put together a list of work items that you want to concentrate on, perhaps as part of a focused daily to-do list.

If you'd like to open a link in its own dedicated tab, you can right click on a link and select the 'open link in new tab' option from the subsequent menu.

Or you can hold down the 'control' or 'command' button on your keyboard when clicking the link.

This will open it in a new browser tab and leave the previous one as-is.

Multiple Browser Tabs

If you'd prefer that the links you click on to open in new, different browser tabs, every time you click on a link, you can do this by .

This means that you can view content in separate browser tabs and can have two sets of content open side by side, letting you, for example have your Email Inbox open at the same time as viewing a ticket or action, so you can read mails without swapping between screens. The browser tab will show information such as the work item reference and title.

Each tab has a dedicated URL which means you can easily share links to specific work items to other team members. Just copy the URL and send it to them - when they open the link it will take them straight to that work item.

When you perform an update on a Work Item that would close the tab, you'll be returned to the page that launched it, for example your home page or Email inbox page.

Changing your preference in User Settings

If you want to change how the system opens up links, you can go to your user settings page and change the tabs behaviour.

You'll see the 'Open Links in New Browser tab' option. This lets you decide how you would like the links you click on in Enate Work Manager to open - either in a new, dedicated browser tab or in your current browser tab.

By default, this option is set to OFF, meaning that when you click on a link the new content displays in your current browser tab. If you'd prefer that the links you click on open in new, different browser tabs, switch this option to ON and save your change. Now when you click on links, you'll see that a new dedicated browser tab will open up to show that content.

Overview

To make your email work more flexible we've added the ability to save your emails as drafts if you're not quite ready to send them. Now when you are writing an email in a work item, you can choose to save the email as a draft and come back to it later.

When you are writing an email in a work item, you can choose to save the email as a draft and come back to it later. Drafts will be saved for a maximum of 90 days.

Note that you cannot save an email as a draft that exceeds the size set in Builder - .

Viewing Draft Emails

If you have the Drafts filter in the comms/timeline tab switched on (note that this will be switched on automatically by default upon upgrade), you will see any saved draft emails for that work item in the comms/timeline.

You'll see who created the draft and when and the first few lines of the email.

If you click to expand the view, you'll also see the email address that the draft will be sent from, the address it will be sent to, any CC or BCC email addresses, the subject of the email, any attachments and the full email content if these have been added when the draft was saved.

You can edit a draft email from the timeline by clicking 'Update Draft'. This will open up the email editor where you can edit your draft. Note that you can only edit or delete a draft email from the work item it belongs to.

You also have the options to delete the draft, to open the email in a pop-out window or to print it.

Multiple users can work on the same draft, just not at the same time. A single work item can have multiple draft emails. These can all be seen and edited from the work item's comms/timeline.

When a draft already exists for a work item, the system will alert you to this when you start writing a new email so you can choose whether you want to continue writing your new email or whether you would like to edit the draft email instead.

If a work item has a draft email and you merge or convert a Ticket to a Case, you will be able to see the draft email in the comms/timeline or all work items in the related group as long as the 'Drafts' filter and the 'Include Related Work Items' filter are switched on.

The draft email will show in the timeline with the reference number of the work item it belongs to.

Note that draft emails will not be copied across when copying communications to a new linked work item, even when the 'Copy communications' option is enabled.

Attaching files to draft emails

An attachment icon in the draft email comms/timeline entry shows you if any files have been attached to the draft email.

Clicking to expand the comms/timeline view will show you the name of the attachment and give you the option to download it.

Additionally, any files attached to draft emails will show in the files tab and be marked with a draft icon. You can view, download or delete files attached to draft emails from here. Note that you cannot add notes or tags to files attached to draft emails.

The 'Linked Work' Tab

The Linked Work tab is where you can view all linked work items of a Ticket or Case.

Within the Links tab grid you can a list of Linked work item, showing their reference, title, assignee, Queue and due date of a work item.

There is also an icon to unlink the work item if they have been linked in error.

You can also expand linked Cases to see their Actions.

Linked Work Items you don't have permissions on

If you don't have permissions on a certain business process, the work items from that process will be greyed out and you won't be able to open or edit them. You'll still be able to see higher level information about the work item, e.g. who they're assigned to, which Queue they're in and when they're due.

Most often the Actions in a Case are started automatically (either by process flow or based on schedules). However, if an Action has been configured to be manually startable, you can do this from the Case.

Select the ‘Start Action’ tab in the Activities section. In the resulting panel, choose the Action type to launch (must have been configured as manually startable in Builder), set a due date and specify how many of the Action you wish to launch. Specify the Action instructions if you wish these to be different from the default instructions displayed.

Hit ‘Start Action’ to confirm. The Action List will automatically refresh to display the new Action that you have just created and a confirmation message will be displayed.

The tab will not close upon launching the new Action, as this is an additive activity which does not modify the current Case.

Custom Data can be added to Tickets, Cases and Actions to capture bespoke information on these work items as they run through process. The information is displayable via Custom Cards. Custom Cards can be set to display in the main section of the work item, and also as a section of the side panel on the right side of the screens.

Custom Cards can be designed (with HTML, Typescript and CSS) to surface almost any content, e.g. content from other systems.

Filling in Data Fields on Tickets, Cases and Actions

Validation in Custom Cards

Custom Cards can be linked up to standard system validation in order to e.g. make filling in of certain data on a card a requirement before you can progress a work item.

Custom Data Override Warning

If you have a work item open and are modifying custom data, Enate will check for any data conflict when you go to update the work item. Specifically, a check will be made to see if another user has accessed the work item and changed any of its custom data since you opened it. If so, a confirmation message box will be displayed to you asking whether you wish to proceed with your update (which will override their changes) or instead cancel and refresh your screen to see (and keep) those latest changes.

Customers can provide feedback via Email links

If the ‘Allow Feedback’ setting is ticked in the Ticket's Builder settings (see for more information on how to do this), outgoing emails will contain a footer-based link for recipients to give feedback scores.

They can do this at any point in the processing of the Ticket. When a client user clicks on any of these links, a browser window will be opened for them showing the Enate Feedback form. It offers the same feedback icons as shown in their email, but allows a user to change their selection should they wish, and also to add an additional comment before submitting.

All feedback and comments are subsequently stored in Work Manager against this Ticket, for Agents to .

Further to this, feedback data is stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).

Displaying client Feedback details on Tickets for Agents to View

When dealing with a Ticket, if a client user has provided feedback (via the feedback footer links in one of the emails they have received from Enate) Agents are able to see the customer’s current feedback rating via the 'smiley face' icon link in the ribbon bar of the Ticket:

Clicking on this will open a feedback popup displaying the client user's feedback rating/s (via emoticon), along with any associated comments. The overall average rating, between 1 and 5 - calculated when feedback is given multiple times on a single Ticket - is also show at the top of the popup. Latest feedback is shown at the top of the screen.

Further to this, this feedback data is also stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).

When do emails appear in the Unhandled Emails view?

Emails will appear in the Unhandled Emails view of your 'Email Inbox' view in Work Manager if they meet one of the following conditions:

1. None of the To and/or CC email addresses have a matching email route.

2. There are only BCC email addresses in an email, no To or CC addresses.

See the table below for further detailed information on how emails arriving into Enate are treated, depending on the combinations of Enate-relevant email addresses may appear in the TO, CC or BCC fields.

On the right hand side of the home page is the Team Bar.

If you are a Team Member, the Team Bar shows you your team and your unassigned work.

My Team

At the top of the Team Bar you can see the people in your team and, for each of them:

• The amount of work they have outstanding (number in centre of pie-chart)

• The due status of that work (i.e. Red/Amber/Green)

• Their current availability status (available or offline)

My Team Display Options

Available / Offline Status for Team Members

You can see the availability status of your Team Members - so if they are online or offline.

The system tracks your active Enate browser session, and so is able to check if they are still logged into Enate.

An important point is that this available / offline status is for informational purposes only – it is not taken into account as part of any allocation rules - i.e. the ‘Who does it go to?’ settings.

You can filter the display of your team to show available / offline / all users.

Sorting by work item status

You can sort your team members by work item status criteria including:

• Least / Most Work (Total)

• Least / Most Overdue (Amber)

• Least / Most Overdue (Red)

• Least / Most On Target (Green)

• You can use this to help identify resources which are stretched and other team member who you may be able to share work out among to help balance workloads.

Searching for team members

Free text search also allows for you to search for individual users from the list.

Viewing an Individual User

Clicking on a team member from the Team Bar, will bring up their user profile. The grid filters down to show only work items currently assigned to that user.

The homepage bar chart will be replaced to show the amount of work that is assigned to the user (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green), You will also see the user's profile picture, their role title, its description (if one has been added), and if you click on the 'More about this role' link, you'll see a list showing which features that the user has access to.

You can close the view and return to the standard bar chart view of all work items by clicking the 'X' icon.

Unassigned Work

At the foot of the Team Bar you can see the amount of work which is sitting unassigned in the Queues you manage, grouped by Queue. This includes information about the amount of work in each Queue that is unassigned (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green).

If you have unassigned work which is overdue – i.e. any red items in this section – you should be looking to deal with that situation.

Overview

Sent Items shows you all of the emails from your business area's work items that have been sent out.

You can see a preview list of all the emails that have been sent out, with the most recent at the top, showing who the email was sent to, when it was sent, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

You can adjust the size of the email preview panel to suit your needs.

When you click on an email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

You can also expand the email to full-screen mode, where the preview pane is hidden.

Switching between views

You can switch between viewing 'My Emails' which are the emails that you have sent and 'My Team Emails' which will show you the emails that members of your team have sent.

Replying / forwarding emails

You can also reply, reply all, or forward a sent email. When you click on one of these options, the system will open a new tab displaying the work item in question and will take you to the email editor screen to start composing your email.

Filtering Options

You can filter your sent emails by Customer, Contract, Service, Process, Queue, who the email was sent to, date range, the status of the work item that the email relates to, whether or not the email has attachments, and whether or not the email was system-generated.

Note that when filtering by date you can only filter for a maximum timespan of 90 days.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user and by who the email was sent by.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Overview

The Contacts Page is where you can view and manage all of your external contacts in one place.

You can access the Contact Management page from the Navigation link. Your contacts and their information will be displayed in a table.

Clicking on the first name link will open the Contact Activity page.

Adding Contacts

Adding an individual contact

You can add contacts from the Contact Management page by clicking on the Create Contact icon and filling out the details for the contact in the resulting popup.

Adding multiple contacts

You can import a list of contacts from an Excel spreadsheet in the Contact Management page. A template is provided and the template is supported in all of the languages that Enate offers.

Editing a Contact

To edit a contact, go to the Contact Management page and double click on the contact to bring up the Edit Contact popup.

You are also able to bulk edit the company, time zone, office location, preferred language of your contacts by selecting on the contact's tick box and the edit button will appear.

Deleting a Contact

To delete a contact, go to the Contact Management page and click on the contact's tick box and the delete button will appear. You are able to delete multiple contacts at once.

Adjusting Grid Settings

You can choose which columns to see by by clicking on the cog icon and selecting from your list of Standard Columns.

The Auto-created column option lets you see how external contacts have been created - if they have been created automatically or manually. Please note that once a contact that has been auto-created has had edits made to it, it will no longer display as an auto-created contact in the 'Auto Created' column of the Contact Management Page.

You can add custom columns to the grid by clicking on the cog icon and selecting from your list of Custom Data Columns. Custom Data Columns are created in Builder (click here for more information). Fields of all data types can be created with the exception of Table fields and Long Text fields.

You can sort the table by alphabetical order for a column by clicking on that column's title, and you can go back to the original selection of columns by clicking 'Revert to Defaults'.

As part of supporting work being carried out across multiple Cases & Tickets, you can share emails between Linked work items to allow them to be viewed more widely. You can even do this for work items which you don't have permissions on.

You can share emails between linked work items in two ways.

1. From an existing email - Clicking on the '+' icon at the top of an existing email in the timeline and selecting the relevant work item you wish to share the email with.

2. From composing new email - Another way is when writing a new email, you can simply add the work item reference number into the To / CC / BCC of an email by clicking the '+' icon, just as you wold when adding an email address:

You can even use this approach when you just want to share emails between linked work items, without needing to add an email address.

The email will be sent as normal to any emails addresses specified, and it will also be shared with the selected work items.

When someone responds to the shared email, that response will be attached to both work items.

Overview

As a Team Leader (someone who has people reporting to them in Enate), the Home page needs to know who reports to you and what Queues you are in charge of. These settings can be adjusted in the Queues page, which you can open from the navigation section.

If you have no data set up yet, the page will open in Edit mode by default. Otherwise, it will show the Queues that you manage (along with the people who are working out of that Queue), and the list of people who report to you, i.e. your Team.

Editing Queues

You can Edit these settings as follows:

• Add a Queue. You are also able to add yourself as a manager to a Queue. This includes Queues which may already be managed by a different Team Leader (you will now both be managers of this Queue).

• Remove a Queue, i.e. unset yourself as the manager of a Queue.

• Add / remove Team Members to one or more of your Queues.

• Add and remove Robots to your Queues. You can add/remove all the robots (or just those selected) in a farm to a Queue at one time.

• Set a mixed resource Queue to ‘Strict mode’ - In Queues where there is a mixture of human and robot resources, switching on 'Strict Mode' sets any human users in the Queue as fall-back resources only, only receiving work from here if its robots are for some reason currently unable to carry out the work in the Queue.

Queues with multiple managers

Queues can be set to have more than one manager.

Example: Consider Manager 1 and Manager 2 as two team leads where Manager 1 needs visibility on the Queue of Manager 2. Manager 1 can simply add the Queue of Manager 2 to his Queues page to have the visibility of the same Queue.

Click on the edit option and add the specified Queue where it shows that the Queue is managed by Manager 2. This does not remove managerial responsibility from the current manager.

If a Queue is managed by multiple people then the users that report to you are filtered under 'Managed by me' and the other users who report to the other person are filtered under 'Managed by others'.

Editing My Team

You can add and remove Users to 'My Team'. When you are adding users to your team, you do so by building up a list of the users who report to you.

Group of Related Work Items

Related work items are a tightly connected group of items which, while they behave according to their own specific configuration, do have an active impact on their 'parent' work item - specifically the parent work item will not complete until all of its 'children' have completed first.

Communications will be shared automatically between work items in the related group so they are always visible, and when you reply to an email in one work item, the reply can be seen in all the other work items.

Additionally, files, links, defects, smart cards, and contacts are also shared automatically between all the work items in the group, so updating for example a file in one work item will update the file in all the other work items in the related group as well.

Groups of Related work items include:

• A Case and its Actions

• A Case and its Sub Case(s)

• The remaining Ticket and other 'resolved' Tickets if multiple Tickets have been merged

• A 'child' Case and its parent Ticket if a Ticket has been converted to a Case

Linked Work Items

When work items don't have an active impact on each other (i.e. they're not part of a Related Work Items group) but there's still a loose connection between them and you want to be able to quickly jump to one from another, you should use the Linked Work Item feature in Enate.

Work items with a 'Linked' relationship behave according to their own specific configuration and do not need to wait for the other to complete before they can complete themselves. You can easily link two or more work items together at any time and it's a very useful, flexible way of loosely connecting together items so people in e.g. different departments can stay easily up to date on how other work connected to the Ticket/Case they're working on is going.

Communications will also not be shared automatically between linked work items, but you can choose to copy a snapshot of the communications in one work item to a work item it is linked to.

Note that you also have the option to share emails between linked work items - see here for more information on how to share emails between linked work items.

Additionally, the files, links, defects, custom data, and contacts will not be shared automatically when launching a new linked work item, but you can choose to copy a snapshot of them. Any updates made to these will not be reflected in the other linked work items.

Work items with a linked relationship will show in the 'Linked Work' tab in Cases and Tickets.

Using this type of connection is useful if e.g. a Case’s due date is not dependent on some other piece of work being completed (e.g. by a different department), but it's still considered useful for people working on either one to remain aware of activity on the other and, importantly, to have a quick point of accessing the other.

Work Items can be linked together in the following ways:

• A Case or a Ticket launched directly from within an existing Case or Ticket.

• Manually adding a link from a Case/Ticket to another existing Case or Ticket.

A ‘Wait for Sub Cases to Complete’ Action will wait for a specific Sub Case to reach completion before allowing the Case to move on to the next Action.

You can tell that an Action is a ‘Wait for Sub Cases to Complete’ Action because it will say 'Action is waiting for Sub Case to complete' in the Action's info card.

Once a ‘Wait for Sub Cases to Complete’ Action has been launched AND the Sub Case it has been set to wait for has been launched (either manually or through a 'Start Case' Action), the ‘Wait for Sub Cases to Complete’ Action will move into a state of 'Waiting'.

Once the Sub Case is completed, the 'Wait for Sub Cases to Complete' Action will close automatically.

You will be notified of this in the timeline as well.

If the Sub Case the 'Wait for Sub Cases to Complete’ Action is set to wait for it not available - either because it has not been launched or because it was resolved before the ‘Wait for Sub Cases to Complete’ Action was launched, the ‘Wait for Sub Cases to Complete’ Action will enter a state of 'To Do' and be assigned to a Queue where a user will pick it up and decide how to proceed.

If you then try to set the 'Waiting for Sub Case to Complete' Action to 'Waiting', the Action will close as the Sub Case it is set to wait for hasn't been launched.

If the Action is not in a 'Wait for Sub Cases to Complete' state and the Sub Case for which it is waiting has been completed, a message will appear as 'Sub Case is completed' in the Info Card.

If you manually Resolve a ‘Wait for Sub Case to Complete’ Action, the Action will be marked as Resolved without the Sub Case having completed.

You can use Quickfind to search for people, work items, communications and files.

By default, Quickfind will search against all four categories of people, work items, communications and files, but you can focus down to searching just one of these categories by selecting from the left-hand dropdown in the Quickfind header.

Searching for Work Items

You can search for work items (i.e. Tickets. Cases and Actions) by entering key words relating to them into Quickfind.

If you have many results, then you can choose to filter your search down further by choosing to search by Ticket, Case or Action specifically.

Work item search results will display the reference, title, process name, work item status, due date (with Red/Amber/Green colour-coding), plus the name of the person to whom the item is currently assigned.

Additionally, you can filter the search by start date using the slider provided, from Today through to Past Year, plus specific date ranges.

Hovering over a work item row in Quick find will display a ‘Take It’ icon. Instantly assign this work item to yourself by clicking on this icon.

Clicking on the work item will open it in a new tab.

Searching for People

You can search for contacts by searching for first name, last name, company and email address.

Additionally, further people-extended properties can be added to the system and all text/string properties can be searchable within Quickfind. For example, you might have a 3rd party contact with the attributes ‘Country Name’ etc. which will be searchable in the Quickfind.

The criteria which can be searched against, e.g. ‘Employee Number’, are displayed as the records are returned in the Quickfind results, in the line underneath the contact name.

If you have many results, then you could filter it by clicking on ‘Contact’ or ‘Agent’. When you click on contact, the system will only show contacts with search criteria.

Clicking on a person will open the where you can view current and historic activity - work items related to that person - all their communications, and start new work for them.

Creating a new Contact Record from Quickfind

If you are searching for a new contact which does not currently exist in the system, you can create a new contact from Quickfind itself. Navigate to the people search function in Quickfind and click on ‘add a contact’.

When you click on ‘add a contact’, the system will decode and auto-populate the first name, last name and email address. Once you fill in all the information and click on create, you will be taken to the of the new contact.

Searching for Communications

You can search communications (i.e. emails, notes and Self Service communications) by entering key words from the email subject, body text or contact details (To, From, Cc, Bc), or key words from the note or Self Service communication you are searching for.

You can choose to filter you results even further by selecting the communication type i.e. incoming email, outgoing email, note, self-service comment by clicking on top icons.

You can also use the slider to filter by received/sent date (from Today through to Past Year, plus specific date ranges).

Search results will be sorted by the date that the email was sent/received, with the most recent at the top.

Email search results will include details such as the To/From address (depending on whether the email was sent or received), an icon to indicate if the email was sent or received (if the email was sent from you or your team the icon will be green and if the email was received by you or a member of your team the icon will be blue), the email subject and the first few lines of the email body, as well as the email sent/received time.

Note search results display the writer of the note, the first few lines of the note and when the note was written.

Clicking on the communication will open the work item which it is linked to in a new tab.

Searching Files

You can use Quickfind to search for individual files or to search for a work item by searching for one of its files. Searching for files in Quickfind will search for both files that are directly linked to the work item AND files that have been attached to communications for the work item.

The search results will be sorted by the date that the file was last updated on or when the email was sent/received if the file is a communication attachment, with the most recent at the top.

Search results will include details such as the type of file (i.e. whether it was attached to the work item or to a communication), when the work item was last updated if the file is attached to a work item or when the email was sent/received if the file is a communication attachment, the reference number and title of the work item(s) the file is attached to and the communication subject if the file is a communication attachment.

Clicking on the file will download a copy of it and clicking on the work item reference will open the work item the file is attached to in a new tab.

Contact tags are used to link contacts to work items.

System-Default Tags

The system-default Contacts Tags that are available are:

• Primary Contact – the main person you are dealing with for this query. There can only ever be one Primary Contact for a work item. This is mandatory for a Ticket. Depending on Case configuration in Builder, this may or may not be mandatory for a Case (if set as mandatory for Case type, is also mandatory for that Case’s Actions).

• Original Requester - the person who initially raised the request. There can only ever be one Original Requester for a work item, and it is independent to the 'Requester' tag. The original requester will be either automatically set in the situation where a valid contact sent in the email that started the work item, or the first person who gets manually set as the ‘requester’ will be promoted to ‘original requester’. The Original Requester tag cannot be changed once it has been set and you cannot remove the contact tagged as the original requester from the work item.

• Requester – the person requesting the query. There can only ever be one Requester for a work item. This is mandatory for a Ticket. Depending on Case configuration in Builder, this may or may not be mandatory for a Case (if set as mandatory for Case type, is also mandatory for that Case’s Actions).

• Subject – who the work item is about (this may be neither of the above). There can only ever be one Subject for a work item.

Very often all three will be the same person. If you tag another contact as any of these system-default relationship types, the tag will be removed from the previous contact - as there can be only one holder of the system-default contacts in one work item.

When you manually add the first contact to a work item they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.

• CCs – any further contacts which can be copied on any correspondence. When a contact is tagged only as ‘CC’, it will be displayed in the separate CCs section (hidden until any CC-only contacts exist on the work item.

Setting additional Default Tags on a Contact Record

In addition to the system-default Contact Tags (Primary Contact, Subject, CC, Requester), you can add a further default contact tag to a contact record to make using contact tags on work items faster and easier.

Example: If you know that 'Jane Smith' is always going to be the Broker or any work item you add them to as a contact, you can give Jane's Contact record a default tag of 'Broker' so it gets auto-populated for her in the work item - rather than you having to manually set this tag value each time.

The Default Tags list available to choose from is set in Builder in the section.

You can set this Default Tag whenever you add a new contact into the system.

You can also add the tag to existing contacts and edit the Default Tag set to a contact via the Contacts page.

The Default Tag attribute is also available to edit in bulk, i.e. you can set this for multiple contacts at one time - simply select a number of contact records from the Contacts page grid and click on the Edit button to access the Bulk Edit popup.

Default Contact Tag behaviour if set not to 'Allow Multiple'

If a specific tag value has not been set to 'Allow Multiple', only one contact in a Work Item is allowed to have the value. Example: it may be that there can be only a single 'Broker' contact for Ticket. This obviously impacts default tagging if two contacts with the same 'must be unique' Default Tag get added to a work item, either manually or automatically. In this scenario the system will allocate the Default Tag to only one contact (and therefore remove the Default Tag for the other contacts). The system will allocate to the Contact already tagged with an existing other tag value, in the following priority order.

• Primary Contact

• Requester

• Subject

• CC

• Any other contact on the work item

Additional notes about Supplier Company mismatches with Contact Tags:

• You will not be able to add a Default Tag to a contact if the company they are assigned to has a different Supplier Company to the Default Tag.

• You will not be able to submit a work item with a contact whose Default Tag is set to a different Supplier Company than the work item.

Auto-tagging of Contacts in Work Items

Contacts populated from an initial email

Known Contacts

When an email arrives from an address which is associated with a contact that is already in the system and the contact:

• has a Global scope setting, or

• they have a Local scope setting but belong to the same company that the work item will belong to based on email routing rules

then their details are automatically populated into the Contacts Card when the work item is created by the system and they will automatically be tagged as the Primary Contact, Original Requester and Requester of the work item. Additionally, if they have a default tag assigned to them, they will also be tagged as that. However do note that you can always go in and manually edit the tags yourself once the work item has been created.

When an email arrives from an address which is associated with a contact that is already in the system, but they have a Local scope setting and belong to a different company than the one the work item will belong to based on email routing rules, their details will NOT be automatically populated into the Contacts Card when the work item is created by the system, (and therefore they cannot be automatically tagged to the work item). Note that you can always go in and manually edit the contact and tags yourself once the work item has been created.

Unknown Contacts

Default 'Global' or 'Global & Local' Scope

When an email arrives from an unknown address and:

• the and

• your system has been configured to set the scope of your external contacts to 'Global', or 'Global and Local',

then the contact will be auto-created, have a Global scope (i.e. the won't be linked to any specific company) and their details will be automatically populated into the Contacts Card when the work item is created by the system. Additionally, they will automatically be tagged as the Primary Contact, Original Requester and Requester of the work item. As they were previously unknown to the system, they will have no default tag set. Note that you can always go in and manually edit the tags yourself once the work item has been created.

Default 'Local' Scope

When an email arrives from an unknown address and

• the and

• your system has been configured to set the scope of your external contacts to 'Local',

then the contact will be auto-created, have a Local scope (i.e. they will be linked to a specific company) and they will be created under the company that the work item exists under. Their details will be automatically populated into the Contacts Card when the work item is created by the system and they will automatically be tagged as the Primary Contact, Original Requester and Requester of the work item. As they were previously unknown to the system, they will have no default tag set. Note that you can always go in and manually edit the tags yourself once the work item has been created.

Automatic Contact Creation OFF

When an email arrives from an unknown address and

• the ,

then the work item will be created based on the email routing rules, but the email sender's details will NOT be automatically populated into the Contacts Card when the work item is created by the system, (and therefore they cannot be automatically tagged to the work item). Note that you can always go in and manually edit the contacts and tags yourself once the work item has been created.

Contact tags populated from the Contact Activity Page

When a work item is created from the 'Start work item' button on the of a contact, that contact will be auto-tagged as the Original Requester, Requester, Subject and Primary Contact of the work item, and their Default Tag will be added too (if they have one).

Overview

The Outbox Page is where you can find emails belonging to yourself or to your team that are scheduled be to sent at a later date, or have failed to send.

You can access the Outbox Page from the Emails section in the navigation link. The total number of emails in your Outbox will also be shown in the navigation link.

You can select how many emails will be shown from the option on the right.

Outbox Grid Views

The first time a Team Leader logs in, they will land on the 'My Team Emails' view. The first time a Team Member logs in, they will land on the 'My Emails' view. You are able to change your view of the outbox page to show just your outbox emails, your team's, the system's or all outbox emails. This will be saved when you log out and log back in.

Selecting 'My Emails' lets you see emails sent by you that are in your outbox.

'My Team Emails' shows you emails sent by your team that are in the outbox, as well as emails relating to work items that your team members are working on that are in the outbox.

Selecting 'System Emails' lets you see emails that are sent automatically by the system e.g. because a Ticket has been split or merged.

'All' lets you see emails sent by you, your team, as well as emails from outside of your team for which you have access.

Retry and Cancel Options

You are able to manually retry sending an email by clicking on the Retry icon. The email will now be in a state of 'Pending Retry'.

You can also retry sending an email from the timeline of the work item itself.

Additionally, the system can automatically retry sending emails if your system has been set with an Automated Failure Retry Pattern (). Once the system has retried sending an email the maximum number of times specified, it will no longer retry sending it automatically, but you can still retry sending the email manually, i.e. by clicking the 'Retry' icon.

You are also able to cancel sending an email by clicking on the Cancel icon. This will remove the email from the Outbox.

You are also able to retry or cancel sending emails in bulk.

Viewing an Email

Double clicking on an email will open the email's details in a popup in read only form. You can see who the email is from, who it is to, etc. You are also able to retry and cancel sending the email from the popup.

Adjusting Grid Columns

You can adjust the grid columns by clicking on the settings cog. These will be saved when you log out and log back in. The 'To' and 'Subject' columns are mandatory.

• Email Connector - the name of the email connector through which your system sends emails. This is configured in Builder, .

• Importance - the importance setting of the email i.e. high, normal, low.

• System Generated - if the email was automatically generated by the system (e.g. to notify a user when a Ticket has been split).

• Last Attempt To Send - when the last attempt to send the email was (automatically by the system or manually by a user)

• Last Send Failure Message - a message displaying the reason why the last attempt to send the email failure e.g. The Email connector is disabled. Please enable it and try again.

• Logged - the date and time recorded when the email first failed to send.

• Next Attempt To Send - when the system will next try to send the email

• Packet - the work item reference that the email is from. Clicking on this will take you to the work item screen.

• Packet Type - if the email is related to a Ticket, Case or Action

• Send Retry Count - this will show the number of times the system has tried to send the email. You can set this number in Builder, .

• Send Status - this shows what status emails in the outbox are in in terms of sending. There are 4 states:

  • Failed - an email with this Send Status has failed to send. In order to send it, it must be manually 'retried'.

  • Connector Disabled - if an email has this Send Status, it means that the Email Connector has been disabled in Builder. .

  • Pending Retry - an email with this Send Status is awaiting automatic retry by the system.

  • Queued - an email with this Send Status is already scheduled to be sent. Emails send when an Undo Send option has been set will have this status too (). When these emails will be sent depends on the Automated Failure Retry Pattern option which is set in Builder, .

• Attachment Count - how many (if any) files are attached to the email

Overview

The Document Extraction component automatically extracts the relevant data from files attached to incoming emails so that this data can be used in further processing of the work item, saving your agents time and effort. This also means that documents such as PDFs can be scanned and used both to start Cases in Enate and to form part of the ongoing process's activities.

When a Document Extraction Action runs for a Case, documents attached to the Case can be submitted to your desired technology for scanning and the processed output files will be returned and automatically attached to the Case.

If at any point the technology you're using is not confident enough of the results, based on a confidence threshold that you can set, Enate will instantly transfer the work to an agent in Work Manager to look over and verify, giving you that 'human in the loop' support.

This component can be switched on by your admin in the section of Enate Builder.

Check out this video to find out more:

How it works at runtime

When the Case is run in Work Manager, relevant data from files attached to incoming emails for it will be automatically analyzed and extracted.

If the technology you're using is confident enough about its data extraction results, this Action won't even need to be seen by a human user, it will simply be completed automatically and the Case will move on to the next Action. The completed data extraction Action can still be viewed if you click on it, but it won't need to be handed over to a human user for involvement.

However, if the extraction technology is less confident in its data extraction results, the Action will be handed over to a human user when you next hit 'pull from Queue' in their home page, to pick up and look over. When an agent opens the Action, you'll see that it's been given to them because some further checks are required.

To view and validate each document, click on the icon to open, and scroll to the 'validation station' screen in the Action, which shows the scanned document image and the resulting extracted table of data values. This lets you see where those lower confidence levels are highlighted, review them and make any necessary corrections manually. This can viewed in-situ, or expanded out to a popup to display full screen.

On this validation screen the agent will be able to see a scanned copy of the file, which can be multiple pages, alongside two tabs showing extracted data.

• The Extracted Data tab shows the agent key value pairs of the extracted data along with the confidence level that EnateAI has given them. The values can be adjusted when necessary and are saved once the agent clicks the update button for that value. Doing so will set the confidence value to 100% for that Key.

• The Tables tab shows any repeating data that has been picked out as a table. You can use the delete button to delete any rows that you do not need.

If the agent needs to leave the Validation Station screen at any time they can just click 'Save as Draft' to save their changes for a particular document.

Once an agent is happy with the data all they need to do to submit the updated data is to click the 'Submit' button. EnateAI will finish processing in the background, and will update the Action screen to confirm when it's finished. The background processing allows the agent to move on to any other documents which require verification.

Once 'Submit' has been clicked for the last document needing validation, the Action screen auto-closes. Again, EnateAI is finishing processing in the background and will mark the Action as Resolved after a short time, then moved to Closed.

Note: Every time you review and update data items, EnateAI will learn and get a little bit better at its data extraction suggestions. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

Current Limitations

• Only one document can be viewed at a time.

• The maximum file size is 15 pages.

Assigning / Reassigning a Work Item to Yourself

Both Team Leaders and Team Members, (provided the Team Member has been set up with the 'Can Assign' permission in Builder, see for more information) have the ability to assign/reassign one or more work items to themselves or to other members of their team. You can assign/reassign a work item to yourself in a number of ways:

1) If the work item is not assigned to anyone, as soon as you start to do any activity which requires assignment the system will automatically assign the work to you (i.e. you do not need to manually set yourself as the assignee).

2) If the work item is assigned to a different user, the system will display a short message when opening the work letting you know this. Click the ‘Take it’ grab icon to instantly assign the work item to yourself.

3) From the homepage grid by selecting which work items you want to reassign to yourself and clicking on the 'Reassign' button that will have appeared at the top of the grid. This will open up a popup where you can can then select the 'Reassign to me' option and you can also add a note if you wish.

Alerting users when work is assigned to someone else

If you open an unassigned work item and subsequently make a change which would result in it being auto-assigned to you, if during the interim period another user has opened the same work item and has already assigned to themselves, the system will display a warning popup explaining that if you assign the work to you, any unsaved changes from the other user will be lost.

You have the choice to continue with assigning the work to you (which will discard the other person’s unsaved changes) or cancel your reassignment / update.

Item Access vs. Assignment - Rules

Note that some activities can be performed even if the work is not assigned to you since they are purely additive:

• Adding a Note

• Sending an Email

• Adding an Action while in a Case

Reassigning work items to someone else

Both Team Leaders and Team Members, (provided the Team Member has been set up with the 'Can Assign' permission in Builder, see for more information) have the ability to reassign one or more work items to themselves or to other members of their team. You can do this in a couple of ways.

1) From the work item itself by clicking on the assignee dropdown in the header ribbon and selecting to reassign it to a different user. A popup will display; you can search for a user to assign work to and add a note to go along with the assignment. A notification message (including the note) will be sent to the new user.

2) From the homepage grid by selecting which work items you want to reassign and clicking on the 'Reassign' button that will have appeared at the top of the grid. Clicking on reassign will open up a popup where you can search for which team member you wish to reassign the work items to, and you can also add a note if you wish.

Reassigning Work Items to a Bot

If a work item can be done by a robot, you can also choose to reassign the item to any individual bots that are in your team.

You can also make that reassignment choice at the farm level by selecting ‘Any Bot within [farm name]’. The system will then automatically assign the work item to one of the bots in the farm.

Unassigning Work Items

Both Team Leaders and Team Members are able to unassign one or more work items. You are able to unassign work items in any state apart from Closed.

To unassign work items, select which work items you want to unassign from your Work Inbox. This will make the option to Reassign and Unassign appear at the top of the grid.

Once you have unassigned the desired work items, they will then become available for users to pick up from their work Queue.

Completing Work Items

If your system is set up to allow it, you are able to mark one or more work items from your Work Inbox as 'Complete' directly from the Work Inbox grid. Both Team Leaders and Team Members can use this function.

What are Approval Actions? How do they work?

Often within the Case flows of business processes which are built in Enate there are points where external people (i.e. people working outside Enate - this could be business managers within your company or the relevant client company) need to sign off on activities before the process can continue. Payroll processes are good examples of such processes, where client management need to sign off on payroll reports before the process can be allowed to continue.

Enate's Approval Action is built to specifically support these approval request scenarios in a more integrated way - to ensure that this 'approval cycle' is tightly managed and visible within the flow of activities in Enate.

How Approval Actions work at Runtime

Approval requests get sent out to agents working externally from Enate to approve or decline.

There are a few different types of approval that affect how the decision is made:

• In a multilevel scenario, the request email is sent to each new level upon successful approval from previous, up to a maximum of 3 levels. If any person declines, the approval is declined.

• In a parallel any scenario, the request email is sent to all approvers and the first decision is taken.

• In a parallel all scenario, the request email is sent to all approvers and ALL must approve for the request to be approved. If any decline, the approval is declined.

If the request gets approved by all necessary parties, the approval Action gets successfully resolved and closed automatically, so no Work Manager Agent will need to pick it up, although the closed Action can always be viewed by manually clicking on it.

Exceptions - handled by Agent in Work Manager

There are, however, a couple of scenarios where a Work Manager agent might need to pick up and carry out any required activities to further process an approval Action:

• The approval has been declined

• No approvers (or insufficient approvers) have been determined automatically

Approval Request Declined

In the scenario where an approval request has been declined, the Action will move into a state of 'To Do' and so will ultimately need to be dealt with by a Work Manager Agent. They should review the approval decline reason provided by the approver and decide how to proceed. They can either:

1. Update as needed and Resend the request by setting the Action to 'Wait'. This will auto-send out the approval request email again** and place the Action in a state of 'Wait for More Information' - since we're waiting for external information (an approval response) to be registered back into the system before activity can proceed.

2. Mark the Action as Unable to complete. This will alert the Case owner who then needs to decide how to proceed - perhaps by reworking the Case or closing the Case entirely.

3. Mark the Action as Resolved which will manually mark the request as approved. The Case with then progress to the next Action.

Insufficient Approvers

In the scenario where an agent needs to add in approvers because one or more required approvers is blank (or make changes which result in the approval requests needing to be sent out again), the Agent will pick up the Approval Action in a state of To Do. Once they have finished making any adjustments and / or filling in missing Approver names, the must then place the Action in a state of Wait. Once they do this will auto-send the approval request email and then move the Action to a state of 'Wait for more information' as it is waiting for external info (approval) before proceeding.

If Approval Requests Time out..

Another potential scenario is that the approval Action might auto-close because it has timed out as no/insufficient responses were received in time. In this case, the Action will automatically be set to Resolved, and the Case will continue. No Work Manager agent will need to pick up an Action in this scenario, although the closed Action can always be viewed by manually clicking on it.

Overview

The 'Merge' functionality in Enate lets you merge existing work items together so that queries which arrived separately - but should in fact be processed together - can be processed as one work item.

This is useful when, for example, an incoming email relating to an existing request inadvertently creates a new Ticket instead of auto-appending itself to an already existing request. This can sometimes happen if the incoming email isn't a direct reply to a previously sent Enate email or if the reference number of the initial Ticket isn't part of the email.

Watch this video to find out more about how to use the merge feature or continue reading below.

How to Merge

There are two ways you can merge Tickets in Enate:

Close this Ticket, merge it into another work item

To merge a Ticket into another work item, click on the 'merge' tab and select the option to close 'This work item'. Then from the accompanying search field select the work item you want to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.

Select the Merge button from the Info card to confirm.

The Ticket tab will close and be marked as 'Closed' with a resolution method of 'Merged'.

If you click view this ‘closed’ Ticket again, you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.

Communications from the now closed Ticket will now display in the timeline of the remaining work item, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.

Keep this Ticket open, merge other Tickets into it

To keep this Ticket open and merge other existing Tickets into it, click on the 'merge' tab and select the option to close ‘Other work Items’. Then select for the desired Ticket(s) to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.

Select the Merge button from the Info card to confirm.

The other Ticket(s) will be set to ‘Closed' with a Resolution method of 'Merged' and a link to the Ticket they were merged into. If you click view the ‘closed’ Ticket(s), you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.

Communications from the now closed Ticket will now display in the timeline of the remaining Ticket, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.

Due Dates & Merging

When merging a Ticket or Tickets into another work item, the Due Date of that remaining work item is the single relevant Due Date for any ongoing work. It is not recalculated as part of the merging, and similarly the due dates of any of the previously running work items (now set to Closed) are not recalculated before their status is set to Closed. Examples:

• If an overdue ticket is merged into an on-time work item, the Due Date of the remaining work item stays unaffected - it is not classed as now being Overdue.

• If an on-time ticket is merged into an overdue work item, the Due Date of the remaining work item stays unaffected - it is not classed as now being 'on time'.

As part of dealing with Unhandled emails, agent users can create email routing directly within Work Manager. Creating these rules helps stop equivalent future emails from landing as Unhandled emails, ensuring that a Ticket or Case gets created for them. This reduces future Unhandled email volumes and makes sure work can start on these items more quickly. To provide an element of control, the ability of Work Manager users to create new email routes is an option which can be turned off/on in via User Roles in Builder.

Once these rules are created in Work Manager they're instantly live and working, however Admin users in Builder are notified of any new routing rules created in this way, and these remain marked for their attention until the Admin acknowledges them. Admins still have the ability to adjust or even turn off such rules after assessing them.

Granting Access to Work Manager users to create new Email Routes

Feature Access to be able to create new Email Routes in Work Manager is controlled via Enate's User Role system, with a new option being added to the Email View Options section.

How to create a new Email Route in Unhandled Emails

While dealing with an unhandled email in the Unhandled emails section of the Email Inbox page, if you choose to have the email processed into a Ticket / Case (by clicking 'New Work Item' option), you'll be met with the following popup:

You can search by email route (which will auto-populate the Customer/Contract/Service/Process fields based on suggestions for the mailbox address selected), or can manually select. Clicking Create at this point will create the specific Ticket or Case from the email, as normal.

However, if you also wish to have the same thing happen automatically ongoing, you can click on the 'Apply to other emails' link at the foot of the popup before you hit 'Create'. If you've selected this option, when you hit 'Create' two things will happen:

• A small confirmation message shows confirming that a new work item has been created.

• A further popup screen to 'Create New Email Routing Rule' is then shown where you can fill in the remaining routing rule details before confirming its creation.

You can decide if the route is going to be a 'To' or 'From' type of route, i.e.

• 'treat all emails FROM this address in the same way', OR

• 'Treat all email TO this address in the same way'

and then which email address is to be used in conjunction with this. Enate will automatically fill the email address with the relevant email address associated with the unprocessed email you were working on.

Applying the Rule to Existing Email (Run Retrospectively)

In addition to setting a rule which will deal with all future emails that match this pattern, you can also choose to have the rule run against all/some of the existing Unhandled emails which match this rule. If you wish this to happen, select the 'Auto-apply' toggle and this foot of this popup.

The system will show you how many of the current backlog of Unhandled emails match this rule, i.e. how many would be reprocessed.

Choosing a time range to select which existing Unhandled emails to reprocess.

Selecting this option will bring up a time filter allowing you to select a subset of these existing emails to run the rule for (if, for example, you only want to run this for emails up to a week/month old etc.

You can use the slider to set different date ranges, including setting specific dates. As you change this setting, the system will update to reflect how many emails this would run the rule for.

When you're happy with your selection, you can hit Create - the rule will be re-run and emails will start to be re-processed into the type of Case or Ticket you specified.

Admin Visibility of New Email Routing Rules in Builder

If any new email routes have been created in Unhandled Emails in Work Manager, Admin users will be made aware of this in Builder by a red dot on the Email icon section.

Throughout any subsequent navigation sections and screens as they drill down to the Email Routes page, there will be continued signposting down the new Routing rules that they should be aware of.

Once on the Routes page, users will see a banner notifying them of new email routes to be aware of, as well as how many there are. A link will allow them to filter the routes down to just those new ones that they need to be aware of.

Within the routes table itself, users will be alerted to these new routes to be aware of.

Admin users are encouraged to review these new routing rules (and speak to the agent who created them*) to make sure they're happy with how they are running in conjunction with the various other rules. They can choose to unset them from live, make any adjustments and even delete them if they feel necessary.

If they're hapy with the rule they shoud unmark the 'be adjusted, They can use the 'Clear review filter' link in the header to return to the normal view.

*You can view who created an email routing rule from the 'Show Activity' icon in the top of the rule details popup.

Clicking on this will show the audit trail of who created and updated this rule.

Attaching files to an email

Files can be attached to an email in various ways.

1) You can attach files when composing an email by clicking on the attach files option at the foot of the email section.

Files that are already attached to the work item, and are therefore already in the files tab (including files attached to previous existing emails within the work item) will be available for selection from here. You can use the search function to search for specific files if there are many to choose from.

You can also search for files from your PC to attach from here by clicking on the ‘Browse This PC’ icon.

2) You can add links to an email by clicking on the attach links option at the foot of the email section. Links that have already been added to the work item (and are therefore already in the files tab).

3) You can drag and drop files from your desktop into the email section

4) Files which have been linked to a standard Canned Text will automatically attach to the email when the canned text is selected.

When emails are auto-generated and sent by the system, the email template used may be linked to one or more tags – the system will identify any files currently attached to the work item which have been tagged with this same value, and will auto-attach them to the email before sending.

Viewing Attachments

Previewing Attachments

You can view all the email attachments that have been added to the work item and other related/linked work items in the files tab.

Attachments from incoming emails are denoted with a green email icon:

Attachments from outgoing emails are denoted with a blue email icon:

You can see the name of the file, what type of file it is, its size and when and by who it was uploaded and the reference number of the work item it was uploaded to.

You can also see the tags and notes that have been added to the files.

Downloading Email Attachments

From an Email

You can download files from an email by opening the email you have received and clicking to download the file attached.

If multiple files have been attached, you have the option to download all the files individually or to download them as a zip file.

From the Comms/Timeline

It is possible to download multiple attachments with a single click from mails in the comms and timeline section. Clicking on the ‘Download all’ icon will download all attachments present in that Comms / Timeline section item.

From the Files Tab

You can download individual files by clicking on the the option in the menu on the right.

You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen.

You can download multiple files in a zip file by selecting the files you wish to download and selecting the option at the top of the screen.

Deleting Email Attachments

If your system has been set up to let you delete email attachments, you can delete attachments that originated from an email in the file card of a work item. This is useful when, for example, you are dealing with sensitive information in email attachments.

The deleted attachment will also be deleted from other related work items such as other Actions in a Case, Sub Cases, child and parent Tickets if a Ticket has been merged, child Cases and parent Tickets if a Ticket has been converted to a Case.

But note that if you delete an email attachment from a Ticket that has been split or is the child Ticket of a split, the deleted file will not be deleted from the other child Ticket(s) or the parent Ticket.

Note also that deleting an attachment from a linked work item will NOT delete the attachment from the work item(s) it is linked with.

Please also be aware that it is not possible to delete an email attachment from a work item that is Closed.

The attachment will be deleted from all parts of the system, so you won't be able to search for it in Quickfind, and it will not be available to attach to a new email relating to the work item.

Any further activity on the work item will not resurrect the deleted attachment and creating a new linked work item will not resurrect the deleted attachment.

You will be notified in the timeline when an email attachment has been deleted, along with the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.

If issues have occurred during the running of a Case you may wish to rework the Case.

From a Case

You can do this from the Case by selecting the ‘Rework’ tab. In the resulting panel, you need to choose where you want to restart the Case from. You can choose to rework the Case from a specific Step or from a specific Action. You can also select a schedule if your system has been configured to allow you to do so.

Additionally, if the Case you are wanting to rework has any associated running Sub Cases or manually started Actions (Ad-hoc Actions), you can choose to terminate them as part of reworking the Case.

Once you are happy, click the ‘Rework’ button in the info card to confirm and begin reworking the Case.

The Case will move to a state of In Progress.

All running Actions that are part of the Case will close when the Case is set to rework.

Copies of these Actions will be created in the Case, all in a state of To Do.

An entry will also be added to the timeline showing who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from. This will also appear in related work item timelines i.e. its Actions and any Sub Cases if you have selected the Case Rework History filter from the timeline filters options.

From an Action

You can do this from an Action by selecting the ‘Rework’ tab. In the resulting panel, you need to choose where you want to restart the Case from. You can choose to rework the Case from a specific Step or from a specific Action. You can also select a schedule if your system has been configured to allow you to do so.

Additionally, if the Case you are wanting to rework has any associated running Sub Cases or manually started Actions (Ad-hoc Actions), you can choose to terminate them as part of reworking the Case.

Once you are happy, click the ‘Rework’ button to confirm and begin reworking the Case.

All running Actions that are part of the Case, including the Action you are currently in, will close when the Case is set to rework:

And copies of these Actions will be created in the Case, all in a state of To Do.

An entry will also be added to the timeline showing who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from. This will also appear in related work item timelines i.e. its Actions and any Sub Cases if you have selected the Case Rework History filter from the timeline filters options.

Auto-Assignment of Actions started while Case is in Rework

When an Action is started in a Case which is currently in rework, the Action will auto-assign to the same user who previously performed the same Action (either the user who completed the Action or, if it was not completed previously, then the last user it was assigned to).

Overview

All emails arriving into Enate get automatically processed into either Tickets or Cases based on business rules which look at things like where it's sent into, who it's from and what it's about. Occasionally though, emails arrive into Enate and do not get processed into a Case or a Ticket.

This can happen due to the following reasons:

1. None of the To and/or CC email addresses have a matching email route defined for them in Builder (that's the rules which say which kind of Ticket or Case an incoming email should generate).

2. There are only BCC email addresses in the email, no To or CC addresses.

If there any such emails in your area of the business, you'll see an icon in your header bar showing you how many.

This will show the total number of currently unhandled emails and, if you click the link will also show a popup showing how many of these have arrived in the past 24 hours, plus a link to take you straight to the Unhandled emails section of your Email Inbox page (alternatively you can find it within your Email Inbox view).

The Unhandled Email section of Email Inbox view

The Unhandled Emails view in the Email Inbox section in Work Manager allows agent users to review these unhandled emails and take the appropriate steps. This option is visible to all users.

What emails do I see?

You'll see emails that have failed to process into a Case or Ticket (i.e. they're unhandled) which have come into the mailbox that your area of the business works out of. Other unhandled emails which arrive into mailboxes that aren't linked to any of your business processes will be seen by agents in other areas of your business.

More specifically, if you have permissions on a process connected to an email route, you'll see the unhandled emails for any email that comes into that email connector, even if its from a different route.

The number next to this section shows the total number of emails in the unhandled email view.

Filter Options

You can filter the emails in this section by:

• Mailbox Address

• Mailbox Name (if you know it). Specifically, this is the email address of the mailbox which handles the incoming mails.

• Date, i.e. the date which the email arrived.

What options do I have?

The Unhandled Emails view will let you review the incoming email's content to help you determine where you should route.

Once you've determined where it should go, you've got a couple of options:

1) You can decide to create a work item from the email, specifying a Customer, Contract & Service for it, before launching the work item. If you do this, the email will be changed to 'Processed' and will be removed from the Unhandled Emails view when you next click to refresh your email inbox.

2) You can decide to delete the email if appropriate (for example if it's a spam mail). If you do this, the email will be changed to 'Deleted' and will be removed from the Unhandled Emails view when you next click to refresh your email inbox.

Bulk Delete Option

There's also an option to delete multiple emails in Bulk. Click on one or more boxes and a delete button will appear next to the filter, along with the number of emails selected.

Unhandled Emails - Additional Notes

Patterns to look out for - resolve with new Routing Rules

If you find yourself regularly having to pick up unhandled mails and route them into the same tickets or cases again and again, you've got a couple of options:

• You can speak with your Business Admin to see if a new Email Route can be set in order to catch these emails and automatically create the relevant Work Item for them.

• Alternatively, you can resolve the issue at source and create a simple Email Routing Rule yourself, from within the Unhandled Emails view. See 'Creating New Email Routes from Unhandled Emails' for how to do this.

And, for more information about how Enate processes incoming emails, see this section.

Creating a Sub Case

A Sub Case will behave according to its own specific configuration, but its “parent” Case will not complete until all of its Sub Cases have completed.

You can therefore only create a Sub Case from an existing Case.

To create a new Sub Case, click the ‘+ Work item’ link shown near the tabs section of a Case and the choose the 'Sub Case' option from the dropdown.

In the resulting pop up, you can filter to search for the new type of Sub Case process you want to create in two ways:

• by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Sub Case processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.

• by selecting a Customer, Contract, Service and a Sub Case process to launch (these will default in values if there is only one option to choose). Note that the Customer for a Sub Case will will be auto-filled as the same as its parent Case i.e. the Case you are creating it from.

You can then adjust the following settings for the Sub Case:

A link to the new Sub Case will appear in the Sub Cases tab and NOT in the Links tab.

Sub Cases Tab

The Sub Cases tab will show the following information for any Sub Cases under a Case:

• Current State icon

• Sub Case reference number and Case title

• Action Count – The count of Actions associated with this Sub-Case

• Owner– the Case owner(If defined)

• Queue – the Cases Queue (If defined)

• Due Date – The Case due date

• Icon to expand the Sub Case to reveal its Actions

Sub-Case Reference Number Logic

Reference numbers of Sub Cases can be broken down as follows:

Overview

Peer Review Actions are a great way for different members of a team to crosscheck each other's work for key Actions within a Case.

Peer Review Actions involve two parts: the first part is completing the Action, done by one user. The second part involves reviewing the Action to check it was completed correctly, done by a different user.

Watch this video for a quick overview about how to use Peer Review Actions in Work Manager:

Step 1: Completing the Action

The Peer Review Action will first appear in a state of 'To Do' to the user who is tasked with completing the Action.

The peer review symbol will let you know if you are completing an Action that is then going to be reviewed by a peer:

The first user needs to complete the Action as normal and mark it as 'Resolved'.

Step 2: Reviewing the Action

Once the Action has been completed and marked as 'Resolved', the Action is then assigned to a different user to review, back in a state of 'To Do'.

The peer review symbol will let you know if you are peer reviewing an Action that was completed by a colleague:

When you are on the screen of the Action which is being peer reviewed, you'll see a Peer Review text box along the top, allowing the reviewer to add any overall comments relating to reviewing how the Action was completed.

Once you have finished your review activity, switch the status of the Action to resolve and then choose if the review was a Pass, Fail or was Unable to be completed and then click to confirm.

Passing the Review

If you're happy to approve the activity, selecting 'Pass' will mark it as such and will close the Action on-screen. You can add a comment, but it is not mandatory.

If you then click to re-display the action, you'll see that next to Peer Review it now says Passed, and any comments entered can be read.

Failing the Review

If the Action has not been done correctly, you should select 'Fail' and must add a comment in the Peer Review Comments section with the details of why.

Submitting the review will then return this Action back to the agent who carried out the original activity in a state of 'To Do'.

When that original agent opens the Action, they'll see 'Failed' next to the peer review, and will be able to read all of the comments left by the reviewer.

Their role now is obviously to redo that activity to correct the issues raised, then once again mark it as resolved. It will then be routed through to the reviewer again to carry our another peer review.

When Review is not possible

The other option is that the reviewer is unable to successfully carry out a review. In this circumstance they should select 'Unable to complete'. The system will then ask the reviewer to provide a reason as to why they were unable to complete the review.

Once that has been provided, they can mark the Action as resolved.

This closes the Action and marks it as 'not done successfully'. This escalates up to the Case, which will now display a warning symbol and the notification that the case needs intervention in order to move forward.

Bypassing the Peer Review

It IS sometimes the case that the peer review activity gets automatically bypassed if it meets certain criteria set as part of the Case configuration.

If that happens, then as soon as the manual Action is completed, the system will move straight on to the next Action and will avoid routing the work to someone to peer review.

Further to this, a note will subsequently be displayed in the Actions list on the Case screen, showing that the peer review activity was not required.

Similar to other action archetypes, 'Trigger External API' actions can be used in Case processes, and are used for when you need to automatically call out to another system, passing data to it and potentially getting the external system to pass updated custom data back into Enate.

For information on how to configure 'Trigger External API' Actions check out this Builder section.

Sometimes there can be a delay when waiting for the external system to respond. When that happens, i.e. when the ‘Trigger External API’ Action is waiting for information to come back from an external system, the Action info card will display in Work Manager as being in a state of 'Waiting'.

When the external system ultimately responds to Enate with the data update, it will be with a marker to say whether it has been successful OR unsuccessful:

Response with Successful Completion

If the system is responding to say it has been successful, the Action will automatically move to a state of 'Closed', with a Resolution Method of 'Done Successfully'.

Response with Unsuccessful Completion

If the system is responding to say it has been unsuccessful, the Action move into a state of 'To Do', with a reason of 'Updated by Integration'. The external API can also respond with additional information regarding why it was unsuccessful. This information will display in the Info card of the Action in the 'Rejected Reason' section.

If the Action isn't successful because it did not complete within the time set for it (configured in Builder), then it will moved to a state of 'To Do' with a reason of 'Timeout' and it will allocate to a Queue / human user based on the configured allocation rules.

Such unsuccessful Actions will now effectively behave as a standard manual action.

Automatic Retries

If the Action is not able to connect to the external system, it will automatically retry connecting for a certain number of times, depending on how your system has been configured in Builder (see here for more information). You will also be shown an error message bar on the Action showing:

• when the error occurred

• when the system will retry establishing a connection automatically

• how many times the system has automatically retried establishing a connection, and

• how many times the system will automatically retry establishing a connection.

You are able to manually retry establishing a connection from here too, by clicking the 'Retry' link in the error message.

If the Action fails to establish a connection following the automatic retries (e.g. if the retry setting is set to 5 and the system fails to establish a connection following 5 automatic retries), it will move to a state of 'Closed' with a resolution method of 'Not Done Successfully'.

When the Action receives the required information, it will close automatically.

Adjusting the retry settings in Builder during / after retries have begun

If the automatic retry setting in Builder is changed after the system has automatically retried establishing a connection with an external system, the following will occur:

If, for example, the retry setting was originally set to 5 and the system automatically retried establishing a connection 5 times but failed, the Action will have moved to a state of Closed with an error message showing a retry count of 5/5.

If the retry setting then gets subsequently increased to anything above 5, for example 7, the error message will display a retry count of 5/7, but the system will NOT automatically retry establishing a connection for a 6th and 7th time as the Action is already closed.

However, if the Action had not yet moved to a state of Closed because it had not yet reached the maximum number of automatic retries (e.g. it had only retried 4 times out of the 5), then increasing the retry setting to 7 means that the Action will automatically retry establishing connecting until the count has reached 7.

Conversely, if you reduce the retry setting after retries have started, e.g. you're on retry 4 of 10 but then reduce the max down to 4, the system will still display 4 of 10 but will in fact be closed.

Overview

In addition to having the ability to create new linked work items from a Case or Ticket, you can also create links between existing Cases and Tickets to allow you to better manage activities being carried out by different teams.

You can create links between existing work items in two ways:

1. From the home page

2. From a work item

Linking Work Items from the Home Page

You can link existing work items from your Home page by selecting the Cases and Tickets from the Home Page grid (which could be displaying your Work Inbox, Team's Work Inbox, Owned Work or Team's Owned Work) that you want to link together and selecting the 'Link' option that appears at the top of the grid.

The first Case or Ticket that you select will be the work item that all of the subsequent selected work items will be linked to (or the first in your list if you've used the 'Select All' option).

The resulting pop-up will confirm to you the Case / Ticket the items will be linked to, and the specific items themselves, before allowing you to complete the linking confirmation:

You can link up to a maximum of 50 work items at one time, but there is no upper limit on the number of work items that can ever be linked.

If you subsequently go to this main Ticket / Case that everything has been linked to, on its Linked Work tab you'll see ALL of the items you chose to link to it.

However if you're in one of the works items you chose to link to this main Ticket / Case, on that Linked Work tab you'll only see a record of that main Ticket / Case (and not all of the other ones which were linked).

Linking Existing Work Items from within a Work Item

You can link existing work items from within a work item itself by going to the work item's screen and selecting the '+ Work item' option and then choosing to add an 'Existing item'.

In the resulting pop-up you can search for the Cases and/or Tickets you want to link this work item to.

You link up to a maximum of 50 work items at one time, but there is no limit on the number of work items that can ever be linked.

A link to the new linked Case or Ticket will appear in the Linked Work tab in screen of the work items that have been linked.

Unlinking Work Items

You can unlink work items at any time by going to the Linked Work tab in the work item's screen and selecting the Unlink icon.

Overview - what is the Insights feature?

The optional 'Insights' feature lets you capture key information regarding the availability of agent users. This can help Team leads and Operations Managers to better schedule work by giving them a view of where time is being spent day-to-day.

How does it work?

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.

The purpose of this popup is to allow agents to note down the time when they will be busy on activities such as meetings or 1-to-1 feedback sesssions.

This data can then be assessed by Team Leader and Operations Managers to help form a clearer picture of how much time is available for actively working on Cases, Ticket and & Actions versus other indirect activities such as attending Meetings or Training courses or similar. As part of this, obviously the overall number of working hours available for a given day for that user needs to be captured, as well as things like expected break totals.

Over time, Team Leaders will be able to form a picture of the overall amount of time available for these different activities, and spot trends to help them predict capacity going forward. There's also the ability for some short term forward planning if we have visibility of agents' expected time available over the next few days.

Enabling Insights

The Insights feature can be enabled / disabled by Admin This feature can be enabled from the General Settings section of Builder.

The different section of Insights

The Insights Feature has the following main sections:

Whose Data can I see?

In the Main Insights Page, and the Insights Report, you will only see your own availability insight data. If you have people that report to you in Enate, you'll also be able to see the data from your team members, depending on the level of feature access you have set in your user role, specifically:

• Users with the 'Set up Team & Queues' feature access option - set in the User Roles section of Builder - will be able to see the information entered by themselves and their team (i.e. the people who they manage).

• Users without the 'Set up Team & Queues' feature access option will only be able to see their own data.

On the right hand side of the is the Team Bar.

If you are a Team Leader, the Team Bar shows you , your and your .

My Team

At the top of the Team Bar you can see the people in your team and, for each of them:

• The amount of work they have outstanding (number in centre of pie-chart)

• The due status of that work (i.e. Red/Amber/Green)

• Their current availability status (available or offline)

My Team Display Options

Available / Offline Status for Team Members

You can see the availability status of your Team Members - so if they are online or offline.

The system tracks your active Enate browser session, and so is able to check if they are still logged into Enate.

An important point is that this available / offline status is for informational purposes only – it is not taken into account as part of any allocation rules - i.e. the ‘Who does it go to?’ settings.

You can filter the display of your team to show available / offline / all users.

Sorting by work item status

You can sort your team members by work item status criteria including:

• Least / Most Work (Total)

• Least / Most Overdue (Amber)

• Least / Most Overdue (Red)

• Least / Most On Target (Green)

• You can use this to help identify resources which are stretched and other team member who you may be able to share work out among to help balance workloads.

Searching for team members

Free text search also allows for you to search for individual users from the list.

Viewing an Individual User

Clicking on a team member from the Team Bar, will bring up their user profile. The grid filters down to show only work items currently assigned to that user.

The homepage bar chart will be replaced to show the amount of work that is assigned to the user (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green), You will also see the user's profile picture, their role title, its description (if one has been added), and if you click on the 'More about this role' link, you'll see a list showing which features that the user has access to.

You can close the view and return to the standard bar chart view of all work items by clicking the 'X' icon.

If you find yourself needing to change the levels of access for yourself or users in your team, speak to your system admin.

Bots

If you are a Team Leader you will also be able to see your bots in the Team Bar. This shows you any Robots which are available to work on items you manage / work with, grouped by Robot farm.

Each row displays a different robot farm, along with their Technology (e.g. UiPath, Automation Anywhere, Blue Prism etc.).

The number of ‘bottable’ work items lined up for the robot farm will be displayed, as well as the estimated amount of work left available for the robot farm in minutes.

If any of the Robots in the farm are offline or unresponsive, a warning icon will be displayed.

Additionally, it's possible that some of the bottable work items for these bots are outside of this user's permissions. If that is the case then a warning 'i' icon and message will be displayed informing the user of this.

Viewing an Individual Bot Farm

Clicking on a Robot farm in the Bots section swaps out the bar chart main display to show that group of robots AND filters down the grid results to show ‘bottable’ work items.

In this view, Team Leaders can:

• See the status of individual robots within the robot farm:

  • Idle - the bot is available for work

  • Offline - if your bot uses deep integration, such as UiPath orchestration synchronisation, an offline status means that your IT system can't connect with the bot. In this situation you would reassign the bot's work items to other resources. If your bot does not use deep integration, such as Blue Prism, an offline status means that your IT system hasn't connected with the bot for a certain amount of time.

  • Suspended – the bot’s average work is not within standard deviation, so it has been paused

  • Busy Integrated – the bot is busy working on a task that is has been assigned to

  • Busy Independent- the bot is busy working on a task that it has not been assigned to

• View the work currently being done by individual robots

• Filter down the view to an individual robot

• See how much work is remaining for the bots to do (both in volume, e.g. 20 items, and in how many minutes worth of work is remaining, i.e. how long we think it will take to complete all of those 20 items).

• The system can make an estimate of the amount of work left in minutes because we have an ‘estimated duration’ value configured in Builder for different Actions. The system simply totals the value of these for the Actions currently available for the robots to do.

The grid will show projected start and end times for each piece of work, colour-coding the projected end date to show it if will breach the due datetime – this helps the Team Leader determine if they need to add further human / robot resources in order to meet SLAs.

The view can be closed to return to the standard bar chart view of all work items.

How does the system determine which work item to give a ROBOT when they send in a “Get more work" request?

The system works by looking at all unassigned Action work items from all of the Queues the robot is linked to and for which the robot's farm is set as the relevant farm in the 'General Settings' configured for that action (the equivalent of Robot permissions), then from this list determines the one due soonest, and assigns the Action to the Robot.

Exception: If a robot is already listed as working on an Action and yet sends in a "Get more work" request to Enate, the system will send back a response to the Robot of that same Action - effectively reiterating that the bot should carry out that Action. The system will do this a total of 3 times if the robot continues to send such requests while still supposedly 'occupied', and on the next such request will take the Action off the robot, mark it to be allocated to a human rather than a robot, and will then proceed with the normal logic of assigning the robot the soonest due Action from the list of ones it can perform.

Unassigned Work

At the foot of the Team Bar you can see the amount of work which is sitting unassigned in the Queues you manage, grouped by Queue. This includes information about the amount of work in each Queue that is unassigned (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green).

If you have unassigned work which is overdue – i.e. any red items in this section – you should be looking to deal with that situation.

Enate is able to provide integration with - this is achieved through use of an ABBYY FlexiCapture integrated Action (see the for guidance on how to create and configure this new Action type).

When an ABBYY Action runs for a Case, documents attached to the Case can be submitted to ABBYY FlexiCapture for OCR Scanning and the processed output files will be returned and automatically attached to the Case.

The system will show this message while it is waiting for you to submit document(s) to the ABBYY FlexiCapture engine for processing:

You’ll see confirmation of when documents have successfully been submitted to ABBYY for processing:

Last attempt is the time when the document(s) have been submitted to the ABBYY FlexiCapture engine for processing.

If the documents submitted were of an invalid file format or if there were problems with the formatting of the document itself, the system will return this message:

Automatic Retries

If there has been an issue with document submission, the system will automatically retry submitting a certain number of times, depending on how your system has been configured in Builder (see for more information).

If there is still a problem with submission following the automatic retries (e.g. if the retry setting is set to 5 and the system fails to establish a connection following 5 automatic retries), the ABBYY Action will move to a state of 'Closed'.

Validation

After having scanned a document, ABBYY creates a score based on how confident it is in the quality of the scan. If the confidence score is above the threshold defined then no verification is required and it will process the data and complete the task. If the confidence score is below a certain threshold, human verification is required.

No Verification Required

A status message will confirm that human validation is not required:

Once processing is complete, the ABBYY Action will close. Exported files will be attached to the Case and are visible in the Files Card.

Human Verification Required

The system will alert you if human verification is required:

Additionally, a reminder text will display in next to the Action status to reaffirm that manual verification must be completed in ABBYY before continuing.

Clicking on the ‘Verify’ button will take you to the ABBYY Verification Station where you can verify the scans of the documents and adjust information as necessary.

Once you are logged in, you will be presented with ABBY FlexiCapture’s Verification Station screen where you can review and adjust information as necessary.

The Verification Station is made up of three sections:

1. The individual pages of the document to be scanned.

2. A close up of the original document to be scanned.

3. The Extracted Output - so the scanned version of the original document.

Text highlighted in yellow in the original document tab is the data ABBYY is unable to read. This is highlighted in red in the Extracted Output.

Certain characters like ‘i’ may also been highlighted Extracted Output section if ABBYY is uncertain about the scanned copy.

Once you’ve finished the manual verification, the screen will confirm this has been done but will note that there was an expectation which required manual intervention:‌

‌Once processing is complete, exported files will be attached to the Case and are visible in the .

You can then mark the Action as complete.

Some further explanation of how Quickfind works: There are three different kinds of searches going on in parallel when you are entering Quickfind search data:

1) Specific search against reference number. This is based upon recognizing a known format of the system’s refence number for work items and then returning results related to Tickets, Cases, Actions which have that reference. You can just type the reference, e.g. ‘40308-T’ and the system will recognize it as a reference. You don’t need to enter a leading short code.

Note: There's also support for certain formats of your own internal reference numbers. Specifically, Quickfind will recognize text strings made up of a series of digits and a '.' decimal point marker, up to 10 digit characters, i.e. with the format 'NNNNN.NNNNN', no matter where the '.' character appears within this string.

2) Custom Data Field searches. As described above. The system will know to do this kind of search when you enter a known short code, e.g. ‘FN: ’. The search will be for a field which contains the specific value you enter. See further note below on Wildcards.

3) Free text searching for work items, communications and people against anything else you enter which doesn’t conform to the first two types of recognized data. The system free text searches the individual words against various system attributes of work items, communication and people, e.g. work item title, email subject and body.

4) 'Start with' searching for files - the system uses 'start with' logic for searching for files where it adds a wildcard to the END of search texts. This means that if you are searching for a file called 'Invoice Processing.docx', searches for 'processing' would not find the file, but searches for 'invoice' would.

Wildcards for open searching

When searching, the system will add a wildcard to the END of search texts, but not the start.

For Custom Data Searches specifically, an example of behaviour would be: searching for e.g. “p:John Smi” would find items with the value “John Smith” in a field ‘person’ but searching just for “p:Smith” would NOT find it.

In short: With Custom Data Field searches, we’re searching for the precise value of the field, or the start of the value. Free text searches aren’t quite the same as this, since a free text search will try to match against each individual word within a text value to get a match, rather than the value as a whole.

Wildcards are added to the end of reference number searches also.

Running Wildcards while typing

While you are typing in Quickfind, the system will wildcard search against the very last word, e.g. if you’re free text search typing: "John return prio", the system will wildcard the last word and would also bring back results with e.g. ‘priority’.

Once you’ve pressed the space bar the system will conclude you’ve finished typing that word and will search against it without a trailing wildcard.

Other search terms ignored

In order to retain system performance, the following are ignored from searches:

• Words of 1 to 2 characters.

• Words in the system 'Stop List'. These are standard common words such as ‘and’ ‘the’, ‘me’ etc., which would otherwise return too many results. Please see here for the (in Quickfind and indeed in any other system searches).

• Specific characters which are set to be ignored, e.g. “*”, “?”, “@” etc. in Quckfind specifically. Please see here for a . This will mean for example that when searching for customer.com in Quickfind, the words 'customer' and 'com' would be searched for. As such, it’s recommended to place such word combinations in quotes to search for them as a specific phrase - i.e. searching for “customer.com” will likely bring back the results you are looking for.

Further things to note for Quickfind

Quickfind is a text-driven search. Entering dates in the text strings may bring back inconsistent results. Use “quotes” where possible if such searching is necessary to help the search look for entire strings of characters such as "search for where this entire string occurs".

Use the date sliders to search for results in specific date ranges.

When searching for multiple words, the search will be using an ‘AND’ logic rather than ‘OR’, i.e. bring back items with 'Apple' AND 'Banana' AND 'Pear'.

Specifics of Searches against Work Items vs Emails

It’s important to note that Quickfind performs three independent searches,

• one for for work items (Cases, Actions, Tickets),

• one for the Emails that may relate to them, and

• one for people.

An effect of this can be that if you are e.g. searching against a combination of three words, e.g. 'apple' and 'banana' and 'pear', Quickfind will return results of any work items where all three words occur, and separately any emails where all three words occur. Situations where two of the words appear in the work item, and the third only in an associated email, would NOT be brought back by either search.

The specific attributes which the work item searches are performed against are as follows:

• Work Item Reference

• Title

• Customer Name

• Supplier Name

• Contract Name

• Service Name

• Service Line Name

• Process Type Name

The specific attributes which the Communications searches are performed against are as follows:

• Email Title

• Email Body

• Email Addresses (From, To, CC, BCC)

• Internal Note Body (for notes added in Enate / Self Service).

An Action in Enate will begin in a status of ‘To Do’ until a resource has picked it up - this could be a human resource or a robot resource.

Once you start updating an Action sitting in this state, it will:

• automatically assign to you and

• the status will change to ‘In progress’

You can also choose to change the state yourself. This signifies that work is now underway and it will stay in 'In Progress' until it’s resolved – assuming e.g. no waiting for further information.

Setting an Action back to 'To Do'

If you’ve picked up an Action in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.

Similarly if a robot resource rejects a piece of work its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.

Using 'Wait' for Actions

If you’re working on an Action and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.

When placing an Action into a state of 'Wait', you need to specify the type of wait. The options are:

Wait for more information for Actions

Impact on SLA clock: IF the Action's due date rule (configured during process design) has set to ON, SLA clock PAUSES while an Action is in this state. If it is set to OFF, the SLA clock CONTINUES while the Action is in this state.

If you’re working on an Action and you have to temporarily halt work on it because you’re waiting for some for some information from a third party or client, you should choose 'Wait for more information'.

Upon confirming the 'Wait for more information' status, the Action will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.

Once a response has been received, the Action will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Wait Until for Actions

Impact on SLA clock: IF the Action's due date rule (configured during process design) has set to ON, SLA clock PAUSES while an Action is in this state. If it is set to OFF, the SLA clock CONTINUES while the Action is in this state.

If you’re working on an Action and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.

When you select 'Wait Until', you must specify the desired follow up date and time.

Upon confirming the 'Wait Until' status, the Action will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.

When this date is reached, the Action will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Resolving an Action

You signify completing the Action by marking it as Resolved.

Along with this there are two options to specify how the Action was resolved:

• Complete

• Unable to complete

Unable to Complete

Set this option if you cannot complete the required activity. Once you have confirmed this option, the Action will be closed and cannot be re-opened. The Case Owner will be notified of this and be asked to take the necessary steps to resolve at Case level. This may involve starting another copy of the Action, reworking the Case from a previous step, or moving on.

Enter the reason you are unable to complete the Action and hit the ‘can’t Complete’ button to confirm. The tab will close.

Resolved to Closed

After the Action has been resolved, it will move to a state of 'Closed'.

Any subsequent mails received will launch a brand new work item. Once you have selected this, the Action will be closed and cannot be re-opened.

Insights Page For Team Leaders

Team Leaders* have all the same features that Team Members have on the Insights page, PLUS additional features available to them, with a Team section, and an additional tab in the Calendar section. *(Specifically: users with the 'Set up Team & Queues' feature access option enabled )

Finding & Fixing missing Insight data - Summary 'Cheat Sheet'

To identify missing Insights data quickly, Team Leaders can:

• Look at the Teams section first, click on a user with a red circle (showing they have missing data on that date). Fix their data, then look at the Calendar to see any other 'red' highlighted days where data is missing for that user, and go through each until data is complete.

OR

• Select the Team Calendar first, select a date highlighted in red (showing that at least one team member has missing data). Then select the users from the Team section circled in red and work to fix their data. Cycle through each red date until all missing user data is complete.

Team section

Team Leaders can see their team members in the Teams section.

Clicking on any team member will show their calendar and the Insights Data in the main section for the selected date. They can flip between dates, viewing and if necessary adjusting the Insights data. They also have the following options to adjust that user's data, in the user's calendar displayed:

• View and mark dates as 'On Leave', i.e. vacation days (shown in yellow).

• View and mark dates as a 'non-working day' for that user, e.g. a weekend day or equivalent (shown in purple).

• View dates where their Insights data is currently incomplete for the selected user (date shown in RED).

Dates where they can no longer adjust data are shown greyed out.

Finding missing data: Team Leader should use this view to click on a user with a red circle (showing they have missing data on that date). Fix their data, then look at the Calendar to see any other 'red' highlighted days where data is missing for that user, and go through each until data is complete.

Team Leader Calendar options

Team Leaders have are able to see each of the team member's detailed calendar when they click on them. They also have a Team Calendar tab. This will display in red any day where at least one team member has incomplete Insights data.

Finding missing data: Team Leader should use this Team Calendar to identify each date highlighted in red, the select the users from the Team section who are circled in red, and work to fix their data. Cycle through each red date until all missing user data is complete.

How far back can Team Leaders Add / Edit Insights Data?

• Team Leader can add or Edit Insights data (including setting dates as 'On Leave' or 'Non-Working Day') for up to 31 days in the past, including their own data.

Switching to Test mode

If your user account is set to allow you to access test data, you can switch your Work Manager environment over to ‘Test Mode’. This link is available in the user dropdown on the right of the header bar.

Test Mode Explanation

Once you are running in test mode you will only see test data; allowing you to create and run test work items through test versions of processes to verify them before setting live, all without affecting live production data.

As a visual reminder, the header bar is set to red when you are in Test mode.

Defining Different Managers and Members of Queues in Test Mode

Test mode functionality allows you to set a different manager for a Queue when running in Test mode vs. Live mode.

Example: Consider Manager 1 who has access to live mode and is responsible for managing two Queues, Funding and Master Case Queue.

In Test Mode, the same two Queues can be managed by another user who has Team Lead and Test Mode permission – see below example where Manager 2 has been set to be in charge of the Queues in Testing Mode.

Switch Robots between Live and Test

It is possible to switch a robot so that it can run in test mode or live mode. Specifically, two new activities have been added to the activity libraries for UiPath, Automation Anywhere and BluePrism (and the standard APIs adjusted so this can be called generically) as follows

• Set Live Mode

• Set Test Mode

These Actions allow you to flip a robot between test and live states. Once a robot has been flipped into Test mode, subsequent activity calls which the robot might make, e.g. ‘Get more work’ and ‘Create Ticket/Case etc.’ take place within that context of Test mode, getting and creating only test work items. The robot should be switched back to Live mode once the process is set to live, so ensure it is then creating live work items.

Test Contacts - Separate test contacts in the system

Enate supports the creation of separate Contact records in Test Mode, i.e. any contact records you create in Test mode will be accessible only to Test Mode users (and contacts created in live mode will be accessible only to Live mode users). This helps to ensure that emails from test work items are not accidentally sent to production users, and vice versa.

Warning - Do Not Use Production Email Addresses when creating Test Contacts

As part of standard underlying features in Enate to optimise searches which users perform, certain commonly used terms are removed from searches if they've been manually entered. This is in order to ensure timely response for search results, plus avoid the returning of vast volumes of qualifying results which would obscure the desired results from the users. One of the approaches used for this is the use of 'Stop Lists'.

Stop List

A stop list is a list of standard common words such as ‘and’ ‘the’, ‘me’ etc., which are ignored from searches that would otherwise return too many results.

Below is a comprehensive list of all of the words in the stop list that ALL searches within Enate will ignore - this not only includes searches in Quickfind, but also searches which are performed for users, searches for emails, searches for Work Items e.g. for Tickets when merging Tickets etc. If you enter any of these terms, they will be auto-ignored as terms to return search results for.

Multiple Stop Lists are supported for various user languages.

Characters Ignored in Quickfind

Specific further characters are set to be ignored when performing searches in Quickfind, e.g. “*”, “?”, “@” etc. This will mean for example that when searching for customer.com in Quickfind, the words 'customer' and 'com' would be searched for. As such, it’s recommended to place such word combinations in quotes to search for them as a specific phrase - i.e. searching for “customer.com” will likely bring back the results you are looking for.

Below is a comprehensive list of all of the characters that searches in Quickfind will ignore:

To ensure that you are able to carry out your work in Enate spelling error-free, you can enable spell check in your web browser to help check your spelling as you go about your tasks.

Below are the steps to activate spell checker in three of the most popular browsers: Google Chrome, Mozilla Firefox and Microsoft Edge.

Google Chrome

1. Open Chrome Settings:

• Click on the three vertical dots in the upper right corner.

• Select Settings.

1. Access Language Settings:

• In the settings menu, type "language" in the search box.

• Click on Languages.

1. Enable Spell Check:

• Under the Spell check section, choose between Basic spell check or Enhanced spell check.

• You can also add new languages if necessary.

Mozilla Firefox

1. Open Firefox Menu:

• Click on the three horizontal lines in the upper right corner.

• Select Settings.

1. Navigate to Language Settings:

• In the left sidebar, select General.

• Scroll down to the Language and Appearance section.

1. Turn on Spell Check:

• Check the box next to Check my spelling as I type.

Microsoft Edge

1. Open Edge Settings:

• Click on the three horizontal dots in the top-right corner.

• Select Settings.

1. Find Language Options:

• Scroll down and click on Languages.

1. Enable Spell Check:

• Toggle on the option for Enable spell check for your preferred languages.

Overview

This shows emails related to in-progress Work Items in your business areas. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.

By default, emails received within the past 90 DAYS are displayed. Agents can use the Filter dropdown to select a different (e.g. older) date or date range to see emails older than this, but note that the date range specified can only span a maximum of 90 days.

Sections in Email Inbox

In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:

• My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)

• My Team Emails - Emails for all work items that are currently in the Work Inbox of your Team. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• Unassigned Emails - Emails for all unassigned work items sitting in Queues you work out of. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• All emails - in this section you will be able to view all emails belonging to work items, including closed items, in your business areas that you have permissions on. In this section you can also filter by the status of the work item that the email belongs to.

The numbers displayed show the number of unread emails in these different folders.

• Unhanded Emails - here you'll be able to see any such unhandled emails for your area of the business, and decide on the what to do with them. The number next to this section shows you the total number of emails in the section. See here for more information.

There's also links to your Sent Items and your Outbox - all of which open in separate tabs.

You can see a list of all the emails in your inbox as well as Self Service user comments, with the most recent at the top, showing who the email is from, when it was received, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

Unread emails will appear in bold and you can filter to view just your unread emails by clicking on the 'Unread' option.

Filtering Options

You can filter your inbox by Customer, Contract, Service, Process, Queue, the 'from' email address, whether or not the email has attachments, and by email received date.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user.

For the 'All Emails' section you can also filter by the status of the work item that the email belongs to.

Switching between views and refreshing on new incoming mails

You can switch between viewing 'My Emails' which are the emails in your own inbox, 'My Team Emails' which will show you the emails in the inbox of your team members, 'Unassigned Emails' which will show you incoming emails for work items in your Queues which don't have an assignee, 'All emails' which shows you all emails related to work items, including closed items, in your business areas that you have permissions on and 'Unhandled Emails' which shows you any unprocessed emails for your area of the business so that you can decide what to do with them.

For My Emails, My Team Emails, Unassigned Emails and All Emails, when a new email comes in the 'unread' number will refresh and a mail icon will appear on the refresh button. You just need to click it to refresh your inbox and view the newly arrived emails.

For Unhandled Emails, the number next to this section shows you the total number of emails in the section. See here for more information.

The main section of the Email Inbox view displays the preview panel for whichever email you have selected. You can adjust the size of the email preview panel to suit your needs.

When you click on a email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

Replying / forwarding emails

If you click on reply, reply all, or forward for an email, the system will open a new tab displaying the Work item in question and will take you to the email editor screen to start composing your email.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Full-screen option

You can also expand the email to full-screen mode, where the preview pane is hidden.

The Insights page, available from the main menu, shows a daily breakout of your Insights Data, relating to how time is spent each day. use this screen to view and adjust their Insights data across a number of days via the calendar control. have these same options, plus additional features available for this page, .

Team Leaders can use this data to see patterns in how time is being spent through their team, both here and in the Insights into upcoming availability of their team can also be seen here and such data can contribute to further reports to help with short-term capacity planning. Team Leaders should primarily use this page to help ensure all required data has been filled in by their team.

Accessing the Insights page

You can access the Insights page from the Nav item option, and via a link at the top of the .

Insights Page for Team Members

Main View of Insights Data

The view defaults to today's date. For each day a user will see in the main section:

• The 'How are you feeling' value to the day (this can also be set here, but once set is read-only and comment shows as a mouseover tooltip).

• Data they manually entered on the Insights popup (or indeed on this same main Insights Screen)

• Time auto-tracked by Enate - This is Time which Enate has tracked being spent on the Ticket, Case, Action screen or on an Enate email on this day, (includes manual adjustments)

• The overall totals hours of these numbers

These values are grouped into two section showing:

• 'Operational value added hours' - spent actively performing work for service delivery

• 'Business value added hours' - spent on suppotring activity which indirectly contributes to service delivery

Modifying / Adding Insights values

Modifying Values

The Insights values (number of Hours and minutes) can be modified by users for each day selected.

Users can change all of these values manually except for the 'Time auto-tracked by Enate' value, which comes from the Time Tracker control on all work items the users worked on on that day (and any work item-related emails they worked on in the Email view). Note that the time tracker data will take manually applied overrides set on work items in preferences to auto-tracked time, wherever they have been entered.

Click Submit to save any adjustments.

Adding missing data

For days marked as still missing any confirmed data, a message will show at the top of the table. All missing data should be added, including confirming of the Working Hours for that day (a suggested value will often be displayed)

Click Submit to save any adjustments.

Insights Data Displayed

The following data is displayed on the main section, corresponding with the data options shown on the Insights Popup.

• Working Hours - Standard amount of working hours for this day.

• Breaks - Time spent on breaks, e.g. lunch, throughout this day.

• Downtime - Time lost due to, e.g. system issues, or non-availability of work.

• Time auto-tracked by Enate - Time which Enate has tracked being spent on the Ticket, Case, Action screen or on an Enate email on this day, (includes manual adjustments)

• Active time not tracked by Enate - (only available for historic dates). 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 while an Enate work item tab is NOT open and so not auto-tracking time. Note: This should NOT include activities such as meetings or training, which should be noted separately.

• 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.

Calendar view

Users can use the calendar control to flip between dates, updating the Insights data displayed in the main section to show data for that date. They also have the following options:

• View and mark dates as 'On Leave', i.e. vacation days (shown in yellow).

• View and mark dates as a 'non-working day' for that user, e.g. a weekend day or equivalent (shown in purple).

• View dates where their Insights data is currently incomplete (date shown in RED). Use this control to help identify which dates you need to fill in gaps in Insights data.

Dates where they can no longer adjust data are shown greyed out.

How far back can I Add / Edit my Insights Data?

Team members can add or Edit Insights data (including setting dates as 'On Leave' or 'Non-Working Day' for up to 7 days in the past). If you need your data to be adjusted for dates beyond that, speak with your Team Leader who can make necessary adjustment for up to 31 days.

Entering data in advance

Overview

For users on v2024.1, they will be able to use the forecasting feature to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.

In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.

How to use 'Forecasting'

Once the 'Forecasting' feature has been switched on, a new ‘Effort Estimation’ tab will appear in Cases in Work Manager.

Here you'll see a summary of the estimated effort for the whole Case, a breakdown of the estimated effort for Actions or Sub Cases that make up the Case, and a breakdown of the estimated effort for Actions or Sub Cases that have not been created yet.

Case Effort Summary

The 'Case Effort Summary' section is where a user can change the estimated time for the Case. It also provides other useful metrics for the Case.

• 'Total Case Estimated Effort' effort shows the total estimated time that the Case is estimated to take. This can be updated by a user with a more accurate estimate.

  • It is the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value

  • The field will will initially show the manual ‘’ value from Builder (if there is one) multiplied by the

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Once the Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • Note that increasing this value will increase the ‘Effort for Work Not Yet Created’ estimate and vice versa.

• ‘Total Case Actual Effort’ effort shows the amount of time that has been spent working on the Case Effort for Work Not Yet Created.

  • It is the sum of the 'Actual' effort for all the created Actions and Sub Cases that make up the Case, taken from their respective Time Trackers.

• ‘Total Case Remaining Effort’ shows the amount of time estimated to be left on the Case.

  • It is the sum of the 'Total Remaining Effort' effort for all the created Actions and Sub Cases that make up the Case AND the estimated remaining time for work that has yet to be created (therefore it might not always equal the 'Case Estimated' effort minus the 'Case Actual' effort).

Changing the 'Estimated' effort value for a Case has the following effects:

• Automatic update to the. This is because the ‘Estimated Effort’ for the Case is a calculated value made up of the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value.

  • Increasing the 'Estimated' effort for a Case increases the 'Effort for Work Not Yet Created' value by the same amount

  • Decreasing the 'Estimated' effort for a Case decreases the 'Effort for Work Not Yet Created' value by the same amount

Effort Breakdown for Created Work

The 'Effort Breakdown for Created Work' section is where a user can change the estimated time for the individual created Actions (and Sub Cases) that make up the Case. It also shows other useful metrics for each of the created Actions (and Sub Cases) that make up the Case.

Note that once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the Estimated effort value from the Work Not Yet Created section below.

Action Breakdown

For each Action, you'll see:

• A link to each Action

• 'Estimated' effort that shows the total estimated time that the Action is estimated to take. This can be updated by a user with a more accurate estimate.

  • The field will will initially show the manual ‘’ value from Builder multiplied by the

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Increasing this value will decrease the ‘Work Not Yet Created’ estimate and vice versa and therefore might affect the total 'Case Estimated' effort

  • Note that once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

• ‘Actual’ effort shows the amount of time that has so far been spent working on that Action

  • The value is taken from the Time Tracker of the Action.

• ‘Estimated Remaining’ shows the amount of time estimated to be left on the Action.

  • It is calculated by subtracting the 'Actual' effort for the Action from the 'Estimated' effort.

• The due date of the Action

  • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Action can be started by in order to meet its due date.

• The status of the Action

Changing the 'Estimated' effort value for an Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Case.

• Possible automatic update to the 'Estimated' effort for the whole Case

Details:

• Decreasing the 'Estimated' effort for an Action increases the 'Effort for Work Not Yet Created' value for the Case by the same amount (leaving the 'Estimated' effort for the whole Case the same).

• Increasing the 'Estimated' effort for an Action decreases the 'Effort for Work Not Yet Created' value for the Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on an Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the 'Estimated' effort for the Case will not be affected

    • Example: let's say that the 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and the 'Estimated Effort' for the Case is 3. A user decides that Action 1 is going to take 1 hour more and so updated the 'Estimated' effort for Action 1 from 2 to 3 hours. 'Effort for Work Not Yet Created' will decrease from 1 hour to 0 and the 'Estimated' effort for the Case will not change - it will stay at 3 hours.

  • If the updated ‘Estimated Effort’ on an Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Case.

    • Example: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 0 and therefore the 'Estimated Effort' for the whole Case is 2 hours. A user decides that Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' is 0, the 'Estimated' effort for the overall Case is therefore going to increase by 1 hour from 2 to 3 hours.

    • Example 2: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and therefore the 'Estimated Effort' for the whole Case is 3 hours. A user decides that Action 1 is going to take 2 more hours and so updates the 'Estimated' effort for Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' to decrease by 1 hour from 1 to 0 (decreasing as far as it can). The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Case that will increase by 1 hour to from 3 to 4 hours.

Sub Case Breakdown

If a Sub Case gets created, you'll see:

• A link to the Sub Case if you have permission to access it (otherwise you'll just see the name and reference number of the Sub Case with no link)

• A Sub Case "total" row with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case is estimated to take. This can be updated by a user with a more accurate estimate.

    • It is the sum of the ‘Estimated’ effort of all the created and yet-to-be created Actions that make up the Sub Case.

    • The field will initially show the manual ‘’ value from Builder multiplied by the

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Sub Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Once a Sub Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

    • Note that increasing this value will increase the ‘Work Not Yet Created’ estimate for the Sub Case and vice versa.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on the Sub Case.

    • It is the sum of the 'Actual' effort for all the created Actions that make up the Sub Case, taken from their respective Time Trackers.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case.

    • It is the sum of the 'Estimated Remaining' effort for all the created Actions that make up the Sub Case AND the estimated remaining time for work that has yet to be created for that Sub Case (therefore it might not always equal the 'Sub Case Estimated' effort minus the 'Sub Case Actual' effort)

    • The due date of the Sub Case

    • The status of the Sub Case

• A row for each Sub Case Action with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case Action is estimated to take. This can be updated by a user with a more accurate estimate.

    • The field will will initially show the manual ‘’ value from Builder multiplied by the

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Sub Case Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Increasing this value will decrease the ‘Work Not Yet Created’ Sub Case estimate and vice versa and therefore might affect the total 'Sub Case Estimated' effort

    • Once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on that Sub Case Action

    • The value is taken from the Time Tracker of the Sub Case Action.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case Action.

    • It is calculated by subtracting the 'Actual' effort for the Sub Case Action from the 'Estimated' effort.

  • The due date of the Sub Case Action

    • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Sub Case Action can be started by in order to meet its due date.

  • The status of the Sub Case Action

• A row for 'Sub Case Work Note Yet Created' with the following:

  • 'Estimated' effort shows how much effort is estimated to be needed to complete the Sub Case Actions that have not yet been created for that Sub Case. This can be updated by a user with a more accurate estimate.

    • Changing this estimate will affect the total 'Sub Case Estimated' effort and might affect the effort estimate for the overall Case

Changing the 'Estimated' effort value for a Sub Case Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Sub Case.

• Possible automatic update to the 'Estimated' effort for the whole Sub Case

• Possible automatic update to the 'Estimated' effort for the whole parent Case.

Details:

• Decreasing the 'Estimated' effort for a Sub Case Action increases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount (leaving the 'Estimated' effort for the whole Sub Case the same and therefore having no impact on the 'Estimated' effort for the whole parent Case).

• Increasing the 'Estimated' effort for a Sub Case Action decreases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on a Sub Case Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the 'Estimated' effort for the Sub Case will not be affected (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated Effort' for the Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease from 1 hour to 0. The 'Estimated' effort for the Sub Case will not change - it will stay at 3 hours (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

  • If the updated ‘Estimated Effort’ on a Sub Case Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Sub Case, (and therefore might impact the 'Estimated' effort for the whole parent Case).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 0, therefore the 'Estimated' effort for the overall Sub Case is 2 hours. A user decides that Sub Case Action 1 is going to take 1 more hour and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' for the Sub Case is 0, the 'Estimated' effort for the Sub Case is going to increase by 1 hour from 2 to 3 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

    • Example 2: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated' effort for the overall Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 2 more hours and so updated the 'Estimated' effort for Sub Case Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease as much as it can - here it will decrease by 1 hour to from 1 to 0. The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Sub Case that will increase by 1 hour from 3 to 4 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

Effort for Work Not Yet Created

The 'Effort for Work Not Yet Created' section shows how much effort is estimated to be needed to complete Actions (and Sub Cases Actions) that have not yet been created for this Case.

It is calculated by subtracting the sum of the 'Estimated' effort for created work from the 'Estimated' effort for the Case. Therefore, increasing the 'Effort for Work Not Yet Created' will increase the effort estimate for the overall Case and vice versa.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the 'Estimated Effort for Work Not Yet Created' value.

Once the Case is in a state of Resolved or Closed, the 'Effort for Work Not Yet Created' can no longer be changed.

Overview

Enate's Work Manager provides you with embedded reporting capabilities, driven by , which gives you lots of additional information at your disposal to gain new insights and support for your business operations.

You get:

• based on Enate data. Your user role will determine which standard reports you are able to see

• The ability to build on the standard reports to with exactly what you want

• The ability to so you can easily navigate back to them

• The ability to with whoever you think needs to see it

• Team Leaders or users with the 'Can customize reports' permission will also get access to which allows them to create brand new visuals and to delete visuals, as well as the ability to create and delete cards

Watch this video to find out more:

Accessing Reports

You can access reports from the brand new section in the Work Manager the nav menu.

Clicking on the main Reports link will open up the Reports page, with the default depending on your role displayed. For Team Leaders this will be the report and for Team Members it will be the report.

If you hover over the Reports link, you'll see a list of reports that you have access to, divided into various sections:

• - here you'll see the standard, out of the box reports associated with your role data. Your user role will determine which standard reports you are able to see - generally, if you're someone with team member level access, you'll see the '' report, which shows data about your own work and if you've got more team leader-like access, you'll also be able to see the '', which looks at data about work across your team.

• My Reports - here you'll see reports that you have personalized in some way and then saved as a new report

• Shared with Me - these are reports, custom or standard, that have been shared with you by someone else

Reports are sorted alphabetically and you can mark a report as a favorite. Favorite reports will appear above your 'non-favorite' reports.

Report Structure Overview

Once you've opened up a report, you'll see the report name and when it was last updated at the top.

The 'All Reports' button will show you the list of reports that you have access to, divided into various sections:

• - these are standard, out of the box reports associated with your role data.

• My Reports - here you'll reports that you have personalized in some way and then saved as a new report

• Shared with Me - these are reports, custom or standard, that have been shared with you by someone else

You can by clicking the 'Save As' option and you can via the Share button.

A report will generally contain a mixture of cards, showing you headline level information, and a number of visuals.

The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too. For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.

If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.

All users have the ability to personalize a report to get the data to show just how they want, for example by applying filters or by adjusting the data fields. See the section to find out more about what options you have.

If you have the 'Can customize reports' permission, you'll be able to click on 'Advanced' mode and get access to more , which includes all the standard personalization options as well the ability to create brand new visuals, to delete visuals, and to create and delete cards.

Personalizing a Report

All users have the ability to personalize a report to get the data to show just how they want.

There are a number of filter options at the top that you can apply to the report. You can choose to filter the report by, customers, contacts and so forth, plus specific types of Case or Ticket (under the Process dropdown) and certain Queues or work in a given state. If you want to remove all these filters, click on the main Filter display button and scroll down to find the Clear Filters link.

Hovering over a visual also gives you further editing options. Links in the header of each visual will let you drill down and apply further filters.

If you click on the personalize link you'll see much more options that you have to play with. You can change the visualisation type to show your data in a different way and you can change the data fields used in the visual.

The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too.

For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.

If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.

You can also export an individual visual into Excel. There's also a 'focus' option to give a dedicated view of a single visual, and you can also choose to see the underlying data in a table.

You can easily discard your changes at any time by reverting back to the previous view of a visual.

You can find out more about the editing options you have from Microsoft's own Power BI documentation, available here:

You can also by clicking the 'Save As' option, making it easier for you to come back to, and you can via the Share button.

Saving a Report

You can save your personalized report so that you can access it easily ongoing by clicking the 'Save As' button.

Depending upon who originally created the report, there are a couple of options when it comes to saving a report:

• If you have made adjustments to a report created by someone else, you will have to save the report as a brand new (the 'saved as a new report' checkbox is auto-selected for you) since it's not your original report.

• If you have made adjustments to a report created by yourself (and the report is in your 'My Reports' section), you can either:

  • Update the existing report by clicking on 'Save As' and then de-selecting the 'Save as a new report' option

  • Save the report as a brand new report by clicking on 'Save As' and then selecting the option of saving the report as a brand new report

Once you have clicked 'Confirm', the saved report will appear in the 'My Reports' section, which you can access from the main system header, or from the reports list in your reports page. All your saved reports will appear here.

Advanced Mode

In addition to all the listed above, Team Leaders or people with the 'Can customize reports' permission will also get access to advanced editing options.

This lets them completely remove and create brand new visuals within a report, rather than just having the ability to modify existing ones, and gives them the ability to create and delete cards with headline level information.

You can easily discard your changes at any time by reverting back to the previous view of a visual

You can find out more about the advanced editing options you have from Microsoft's own Power BI documentation, available here:

Sharing a Report

You can also share reports with other users by clicking on the 'Share' option and selecting which users you want to share it with.

The report will then show in the user(s) Shared Reports section.

You can also copy the Report link URL here too, if you want to share the report via another app.

Reports that have been shared with you will appear in your Shared Reports list.

Deleting a Report

When it comes to deleting reports, there are a few of things to be aware of.

• You can delete any of your own personalized reports i.e. any of the reports under the 'My Reports' section.

• You can delete any reports that have been shared with you i.e. any of the reports under the 'Shared Reports' section. Deleting a report that has been shared with you will not delete the report for anyone else.

• You cannot delete an original standard report. However, if you have personalized a standard report and saved that personalized report (and it therefore appears under the 'My Reports' section), you can delete that personalized report (see above point).

• Deleting a report that you have shared with another user will delete the 'original' report for you, as well as deleting the shared report for the other user. The report will also no longer be accessible for that user via a saved URL link.

• Any reports deleted by yourself will still be accessible via a saved URL link.

Standard Reports Available

Currently, Enate provides three standard, out of the box reports:

Your user role will determine which standard reports you are able to see.

Overview

The files tab shows all of the files and links that have been added to that work item and its related work items, plus attachments for incoming and outgoing emails.

Any files/links for the current work item which is open are displayed at the top of the files tab, and any for its related work items are shown in a separated section below this. Items are sorted by the date/time they were uploaded with the most recent at the top.

You can see the name of the file, what type of file it is, its size, who uploaded it (and when), plus the reference number and of the work item it was uploaded to. You can also see the and that have been added to the files.

Various icons help you to identify further information:

• Standard file attachments are denoted with a paperclip icon:

• Links are denoted with a links icon:

• Attachments from incoming emails are denoted with a green email icon:

• Attachments from outgoing emails are denoted with a blue email icon:

All files in the files tab are available to and links are available to add to the email body.

Adding Files/Links to a Work Item

If the work item is assigned to you, you can add files and links to a work item in the Files tab. Multiple files can be uploaded at one time. Click the upload links at the top of the tab to upload.

You can also drag and drop files into the files tab to upload them.

File Type restrictions

By default, all types of files can be uploaded, however filetypes can be restricted by specifying acceptable types in the section of Builder.

Tagging Files and Links

Tags can be added to files and links. Tagging is very helpful to add more structure to your files information, and opens up features such as auto-attaching files with certain tags to emails being auto-sent by the system, and to canned responses in mails you're composing. They also allow external automation routines to know which specific files to pick up from a work item.

Tagging files is also an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know which of the files you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter the file name, the automation technology would know to select that file based on its tag. Such external automation technology can equally well supply tags as part of uploading documents into Work Items in Enate for further downstream manual / automated use.

The tag titles available to you are . If you're regularly finding that a specific tag is not available to select, make sure to speak to your admin team about getting it added.

You can add a tag to a file by clicking on the '+' icon and then selecting a tag from the resulting list.

You can also add tags to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

Enate can also help with automated tagging of email attachments. Various options are available in the section of Enate Builder to enable components (from Enate as well as third party ones) which analyse incoming mail content, including being able to suggest tags for email attachments based on their contents.

If your admin has switched on an auto-tagging component, you'll see some extra bits of info in the file tag section, where automated suggestions of tag values for an attachment have been made.

If the technology you're using is confident enough about its tagging suggestion, the tag will appear in green. If you agree with the suggestion, you don't need to do anything, but if disagree with it, you can simply click to change it.

And if the technology was less confident in its tag suggestion, the tag will be highlighted in orange. If you agree with the suggested tag, make sure to confirm it, otherwise change it to your preference. Every time you do this, the technology will learn and get a little bit better at suggesting tags. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

Once tags have been added, the files/links will become available for auto-adding to emails with matching tags, allowing you to ensure that all documents of a relevant type are included with specific emails / email body content.

When a text is inserted into a manual email or when a new email is auto-created and sent in-process, the system will identify any tags linked to the canned text / email template and will then auto-attach all of that work item’s files which share the same tag. Tags are linked to the canned response / email content as part of system configuration by administrator users in Builder when creating .

Adding Notes to Files

You can also add notes to files and links to provide a brief description of the content or to provide any other information that might be useful.

You can also add notes to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

Previewing Files

The menu on the right lets you preview an individual file. The preview will open in a new tab.

Downloading Files

You can download individual files by clicking on the option in the menu on the right.

You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen. These can be downloaded as multiple individual files or as a single compressed ZIP file via the ZIP download option here.

Deleting Files/Links

You can delete files or links individually by clicking on the menu on the right.

You can also delete multiple files/links by selecting the files/links you wish to remove and selecting the delete option at the top of the screen.

Filtering Files/Links

You can filter the files and links being displayed in the files tab by using the filter option at the top. You can filter by: Attachments, Outgoing Email Attachments, Incoming Email Attachments and Links.

Freetext File Search

There's also a freetext search available to help you locate individual files or links. You can search based on the various text groups on display - Filename, Tag info and Notes texts.

If Insights is switched on in your system (see ), 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.

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.

Filling in the Insights Popup

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.

The 'How are you feeling?' section

This section is optional - users can select an emoji to represent how they are feeling. They can also choose to enter an additional comment.

Working Hours confirmation section

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 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.

Activity Breakdown section - Today

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.

What Should I fill in for the Insights Activities?

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 Yesterday's Activities

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

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 .

The timeline shows the history of activity that has taken place for a work item in a chronological list. It is divided into the Comms Tab which shows the communications history for the work item and the Timeline Tab which shows all of the activity that has taken place for the work item. See the following video for more information.

Comms Tab

The Comms tab shows the communications history for a work item, such as emails, log activity and notes. For Tickets and Actions, the timeline section will display the Comms tab by default.

The communications will be displayed in chronological order with the most recent at the top and the most recent email communication will be auto expanded by default. You can expand items to view them in more detail.

Incoming communications which have arrived on the work item since it was last accessed by an agent will display on the timeline with a green dot to make you aware of the new communications. The green dots will clear after any manual update is made to the work item and you hit ‘Submit’. The system does not clear the green dots based purely on the work item being viewed, as it could be viewed by multiple parties. Instead, in order to ensure that the agent tasked with working on this item is aware of such recent updates an explicit update to the work item is needed before the green dot will clear.

Additionally, if another Ticket has been merged into the work item you are currently viewing, any communications from that now merged Ticket will initially display on the timeline highlighted with green dots to make you aware of the new relevant communications. These will again clear the next time the work item is manually updated.

Filtering the Comms Tab

You can choose which communications you wish to see on the comms timeline by clicking on the filter icon.

The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.

You can choose to filter the Comms tab by the following communications:

Email

• Cancelled - this shows emails that have been cancelled, when they were cancelled and who they were cancelled by

• Failed - this will shows emails that have failed to send and why they failed to send. Note that you can try to resend failed emails from the Timeline section by clicking the 'Retry' option.​

• Incoming - this will shows emails coming in from a third party, when they arrived and who they were sent by

• Outgoing - this will shows emails going out to a third party, when they were send and who they were sent by.

• Scheduled - this will shows emails that are scheduled to send at a later date, when the emails are scheduled to send and who and who set the schedule. You also have the option to send the email now or to cancel the email from the Timeline. Additionally, when an Undo Send time is set, the option to send emails straight away or to cancel sending the email

  will appear in the Timeline during the Undo Send period (see here for more information about the Undo Send option) when scheduled emails are set to appear in the Timeline.​

• Log Activity

  • Incoming and outgoing phone calls

  • Incoming and outgoing letters

• Notes - this shows the notes that have been added to the work item

• Self Service - this shows communications entered by self Service Users

• (If the work item is a Ticket) Ticket Initial Description - this shows the initial description under which a Ticket was submitted

Include related work items

When this is switched on, the comms tab will display communications not just from this work item, but for all related work items.

When a related work item appears on the timeline, its reference will be displayed in the timeline.

Include system generated items

When switched on, system-generated communications such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.

Timeline Tab

The timeline tab shows the all of the activity history that has taken place for a work item, such as allocation changes, status changes and information about the quality of the work item, as well as all of the communications information that is also displayed in the comms tab.

The items will be displayed on the timeline in chronological order with the most recent at the top.

Filtering the Timeline Tab

You can choose which activities you wish to see on the timeline by clicking on the filter icon.

The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.

In addition to all the communication options, you can choose to filter the timeline tab by the following information:

Allocations

• Queues ​- when the work item has moved to a different Queue

• Reassignments - the shows when the work item has been reassigned to another user

Case Rework History (Cases Only)

If a Case has been set to rework, the timeline will show who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from.

Email Attachment Deletion

This shows when an email attachment has been deleted. It includes the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.

Quality

• Due Date Missed - this shows when the due date for the work item has been missed

• Due Date Changed - when the due date of the work item, the timeline will show when it has been changed to, who changed it and when they changed it

Status Changes

• this shows when the work item status was changed, what is was changed from and to (e.g. status changed from In Progress to Resolved), who it was changed by and the reason it was changed. The icon on the left will reflect the status the work item was changed to.

• If the status has changed to Wait, the Timeline will also show the Wait type

• If the status has changed to Resolved, the Timeline will also show the Resolution Method

• when a Peer-Review Action is in the peer review stage

• If a Case has a problem

Include Related Work Items

When this is switched on, the timeline will display information not just from this work item, but for all related work items.

When a related work item appears on the timeline, its reference will be displayed underneath the icon.

Include System-Generated Activities

When switched on, system-generated timeline entries such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.

Viewing Reopened Work Items

You can view when work items have been reopened from a resolved state in the timeline, as well as when it was reopened and by whom.

If a work item has been reopened as a result of an email, 'System' will be shown as who reopened the work item, so make sure that the 'Include System-Generated Activities' option in the comms/timeline filter is enabled to see these timeline entries.

If a work item has been reopened by an agent, make sure the 'status changes' option from the timeline filter is enabled to see these timeline entries.

The information about who last reopened it and when is also shown explicitly on the work item info card.

Initial Ticket Submission

When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.

To submit a Ticket, you must:

• Add a Title

• Enter a Ticket description in the section provided (after submitting, this section will disappear and instead will show as the initial submission note).

• Set a Ticket Category in the Settings Tab - see here for more information

• Set a Primary Contact and a Requester in the Contacts section.

Then hit the ‘Submit’ button.

Once you have successfully submitted the Ticket, the Ticket will close and a confirmation pop-up will display showing that the Ticket has been submitted successfully and is now in a state of To Do.

You can click the Ticket reference link on this message to immediately re-open the Ticket (note that the Ticket may still be processing if you re-open the tab immediately). Alternatively, you can re-open using the ‘Recently Accessed’ link at the foot of the navigation dropdown.

When you see a Ticket in a state of To Do, it means that it is not currently being progressed.

The Ticket will sit in a status of To Do until a resource has picked it up - this could be a human resource or a robot resource.

Once you start updating a Ticket in a state of To Do, it will:

• automatically assign to you and

• the status will change to ‘In progress’

You can also choose to change the state yourself.

When a Ticket is in a state of In Progress, this signifies that work is now underway. It will stay in that status until it’s resolved (unless it needs to be moved to a state of Wait).

Setting a Ticket Category

You can change the category of the Ticket after it has been initially categorised and an entry will appear in the timeline showing who changed the Ticket category, when they changed it and what it has been changed to.

Note that you will need to have selected the 'Ticket Category Changed' option from the timeline filter for this to show.

Setting a Ticket back to 'To Do'

If you’ve picked up a Ticket in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress, you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.

Similarly, if a robot resource rejects a piece of work, its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.

Using 'Wait' for Tickets

If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.

When placing a Ticket into a state of 'Wait', you need to specify the type of wait. The options are:

• Wait for more information

• Wait Until

Wait for more information for Tickets

Impact on SLA clock: SLA clock PAUSES while a Ticket is in this state, IF the Ticket's Due Date rule (configured during process design) has 'Add Wait Time To Due Date' set to ON. If it is set to OFF, the SLA clock CONTINUES while the Ticket is in this state.

If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some for some information from a third party or client, you should choose 'Wait for more information' and then add the number of days you want to wait for a response.

Upon confirming the 'Wait for more information' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.

Once a response has been received, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Alternatively, if you have set the ‘Close if no response received’ to On, then upon reaching the number of days to wait if there has been no response received from the client, the Ticket will automatically close.

Wait Until for Tickets

Impact on SLA clock: SLA clock CONTINUES while Ticket is in this state.

If you’re working on a Ticket and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.

When you select 'Wait Until', you must specify the desired follow up date and time.

Upon confirming the 'Wait Until' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.

When this date is reached, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Set back to ‘In Progress’

Re-select this option if you wish to take the Ticket off 'Wait'.

Resolving a Ticket

You signify completing a Ticket by marking it as Resolved.

In addition to marking the Ticket as resolved you can specify the 'Resolution Method', with the following options:

• With Customer Response

• No customer response

• Rejected

• Rejected as Spam

The Ticket will then move to a state of Closed, unless a feedback window has been set for it, in which case it will move to a state of Resolved. See below for more information on this.

Resolution Email/Note

When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:

• Send a resolution email

or

• Add an internal resolution note

If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:

If you then choose to send a resolution email, the system will show this with a green tick in the email or note:

You will then be able to mark the Ticket as resolved.

If you have already added a resolution

If you have just added a note or sent an email before marking as ‘resolved’, the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.

Subsequent Resolution Note / Email display in timeline.

For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:

Quick Resolution

For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the ‘Send and Resolve’ button at the foot of the email you are sending.

Feedback Window

After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it - during this time period the service recipient may respond and the Ticket may be reopened, either manually using the 'Reopen' button or automatically upon receipt of a new incoming email or feedback within the time period.

After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

Enate has features and rules to help keep emails (and email chain) file sizes optimised – this helps keeps overall system performance of your - and your clients’ - systems running well.

As part of this, changes have been made relating to your email signature templates, i.e. the standard content that you’ve defined to go at the footer of mails you send. If the image files for signatures aren’t chosen appropriately (for example pasting in a very large image file and adjusting to fit), this can often lead to unnecessarily large email file sizes each time you send, which over time can reduce performance of the systems handling the mails.

To help combat this, the following features can be found:

Recommendation to optimise your signature:

If your email signature template is over 200KB, when you’re in a Work Item and you select to write a mail, the system will show a message recommending you optimise the signature size, along with a link to your User Settings page to let you do this.

This message may also show immediately upon logging into Work Manager, until your signature is below the 200KB recommendation. You can click the warning popup link link, or independently go to your User Settings page.

How to Optimise your Email Signature:

Whenever you are adjusting your email signature template here, you'll be able to see the file size. If it exceeds the limit it will show in red and you'll be asked to reduce the size. You can either choose a smaller file, or hit the ‘Optimise’ button.

Click the Optimise button to compress the file sizes (this won't change the image dimensions).

Once you’ve optimised the signature size, you’ll be able to Save your changes.