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

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.

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 Contact Activity page 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 Contact Activity Page 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.

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

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

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.

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:

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).

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.

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

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

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:

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

Adding Contacts

External contacts can be created in Enate in several ways.

1) Automatically from an incoming email

The Enate system can be set to automatically create new external Contact records when incoming emails arrive which contain new email addresses if the .

The system will auto-populate the first name and last name of the contact based on the email display name. More specifics on this:

• If there is a space in the email display name, anything before the first space will be used as the contact's first name and anything after the last space will be used as their last name. For example, if the email display name is 'John Smith' then the contact's first name will be auto-filled as 'John' and their last name will be auto-filled as 'Smith'.

• If there is a comma in the email display name, anything before the first comma will be used as the contact's last name and anything after the comma but before the space will be used as their first name. For example, if the email display name is 'Smith, John' then the contact's last name will be auto-filled as 'Smith' and their first name will be auto-filled as 'John'.

• If the system can't auto-fill the first name and last name with confidence, then the contact will be auto-created without a first and last name and the user will be prompted to fill this themselves when they submit the work item.

Additionally the to an auto-created contact will depend on the . If it's set to 'Global', or 'Global and Local', the auto-created contact will have a Global scope, i.e. not linked to any specific company. If it is set to 'Local', the auto-created contact will be created under the company that the related Work item exists under.

2) Adding an individual contact from the Contact Management page

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

3) Importing contacts to the Contact Management page from an Excel template

4) Adding a contact from Quickfind

5) Adding a contact from the Contacts Card of a Work Item

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.

Automatic vs Manual Contact Creation

Company Name - External Contact Scoping

Depending upon how it has been configured in Builder, you will have various options when assigning a company to an external contact:

• All Companies/Global

  • Setting the company to this means that external contact can create and access work items for all companies.

  • It also means that work manager users are able to search for other all external contacts on a work item.

• A particular company (local)

  • Setting the contact scope to a particular company means that external contact will only be able to create and access work items for that particular company that the external contact has been associated to.

  • Users will also only be able to add a Contact to a Packet API if the Contact is in the same Company (or is in an umbrella Company).

Impact of Global / Local Scoping on linking Contacts to a Work Item

Editing a Contact

You are also able to bulk edit the company, time zone, office location, preferred language and default tag of your contacts by selecting on the contacts' tick boxes - click on the Edit button which will appear to display the Bulk Edit popup. Set details as desired and hit Confirm to save bulk changes.

Deleting a Contact

Contact Scope vs. Permissions

It is important to take your user permissions into account when understanding which Contact records you are able to see, depending on the Global / Local scope setting which has been made in Builder:

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 General Settings >> Contact Tags 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 'Enable Automatic Contact Creation' setting is set to ON in Builder 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 'Enable Automatic Contact Creation' setting is set to ON in Builder 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 'Enable Automatic Contact Creation' setting is set to OFF in Builder,

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 Contact Activity Page 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).

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.

You can write a new email from the Email tab of a work item.

You can save an email as a draft, schedule when you want to send an email and send an email straight away.

Note that you cannot send an email that exceeds the size set in Builder.

Once the email has been sent, it will appear in the timeline, where you can see who composed the email, the content of the email if you expand it, when the email was composed and when it was sent. You will also have the option to reply to the email, forward the email, expand the email or print the email.

Responding to emails from the timeline

You can also reply / forward emails from the timeline by clicking on the links available. These buttons will be enabled when you mouse over the email card.

Rules for To, From, Cc, Bcc Addresses

System behaviour for entering email addresses is as follows:

• When sending a new email, the system will default the To address to that of the Primary Contact in the contacts section. Cc Address will also default to email addresses entered in the Ccs section.

• If more than one possible From email address is configured, the system will populate the default one (configured as default in Builder), and will display a dropdown to allow the alternate ones to be selected.

• These standard rules for default and suggested addresses can be overridden for To, Cc and Bcc for Cases and Actions in Builder configuration. Addresses set as default will auto-populate (more than one can be set in this way). Override addresses not set as default will be available for quick selection by clicking the To / Cc/ Bcc button address

• When searching for a contact in the To/CC/BCC fields, you will only be able to view contacts from the same company as the work item. However, you can manually enter the email address of a contact from a different company.

Copy-paste of Email Addresses between To, Cc, Bcc

When composing emails, you can easily copy email addresses between the To/Cc/Bcc addresses via the ‘copy’ icon displayed when clicking into the relevant address field.

External Contacts creation prompt for new email addresses

When you send out an email which contains new email addresses (i.e. not linked to existing contacts), the system will display a popup to allow you to create them as new contact records.

If there are any email addresses for which you do not wish to create a new record, simply hover over the row and click the delete icon. Additionally, there is a ‘Do not show this again’ checkbox which when clicked will ensure you are not presented with this popup for subsequent new email addresses (this can be switched back on again in the user profile section where you can also find your email signature settings).

Email toolbar

Via the email toolbar you can:

• Attach files to the email

• Access the email body formatting toolbar

• Pin the email body formatting toolbar

• Insert a Canned Text

• Set the email importance as high

Email Body Formatting Toolbar

Clicking on the email body formatting icon will formatting options for the main body of the email.

You also have the option to pin the email body formatting toolbar.

The email body formatting toolbar gives you the options to:

• Select the font

• Select the font size

• Make the text Bold, Italic or Underlined

• Undo your previous changes (also available with Ctrl + Z)

• Redo your previous changes (also available with Ctrl + Shift + Z)

• Expand the email to full screen

• Select the background colour

• Select the text colour

• Choose how to align the text

• Add a numbered list

• Add a bullet list

• Text inline options - ability to increase or decrease the text indent

• Insert a horizontal line

• Adjust the line height

• Select an inline style

• Format the cell style

• Insert a strike through (also available by highlighting the text and Ctrl + S)

• Add a subscript or superscript

• Add special characters

• Insert a link

• Insert a table

• Insert an image

• You also have the option to view a list of keyboard shortcuts

Font Settings Saved

When you compose an email (either as an email template in Builder, or any form of new/response/forward email in Work Items in Work Manager) your font settings (i.e. your font style and size) the font type and font size most recently used will be saved as the font for writing content so you don't need to set them again.

These values are saved to the user profile so will persist between Builder and Work Manager usage.

This only pertains to the front at the very top of the email being composed - if user clicks into any pre-existing content further down the mail, the font style and size already in use for that content will be used. See note for further details. As part of this change, inconsistencies in 'new empty lines' for emails has been resolved - when writing a new email, 2 blank lines will always be inserted that the top of the mail.

Note that the font for canned texts and templates will use the font settings when they were created.

The email font style and size being used when a user is composing a mail will depending on whether they are clicking on pre-existing content. The logic for which fonts will be used is as follows, and is impacted by the new auto-insertion of two blank lines at the beginning of every new email:

• 1st auto-inserted line: uses the user-saved font settings from their most - recent email.

• 2nd auto-inserted. This is always set as Arial - 10.

Subsequent email content after this may come from: -previous emails in the mail chain

• email template content

• email signature content font style and size in these sections will come from that already existing content, depending on where user clicks.

Copy / Paste of Excel, Word and Web information

You can copy/paste information into emails from external documents, e.g. Excel tables and Word document content, as well as HTML information from webpages.

Email Pop out

If you wish to dedicate more screen space to view emails, you can use the available pop out feature:

Undo Send Setting

The Undo Send setting lets you add a time delay to when your emails will be sent, giving you the opportunity to cancel sending an email, or reviewing an email before it gets sent.

You can set an Undo Send time in User Settings.

When an Undo Send time is set, a popup will appear allowing you to cancel sending the email.

Additionally, when an Undo Send time is set, you will have the option of sending an email 'Now' in the Timeline which overrides the time delay from the Undo Send configuration and you will also have the option to cancel sending the email altogether.

When an Undo Send time is set, emails will be shown in the Outbox page with a Send Status of Queue.

Downloading an email

For all type of emails (inbound / outbound / cancelled / failed/ scheduled) you have the option to download the underlying .eml file. This is available from the various locations in the system where emails can be see, i.e. Work Item Comms & Timeline sections, Email Inbox, Sent Items views.

How do I enable spell checker in Enate

You can easily check the spelling & grammar for everything you write in Enate (including your emails) by switching on spellchecker in your browser. For information on how to enable spell checker in the most popular internet browsers follow this link "How to enable spell check in Enate".

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 Contact Activity Page.

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 tagged 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 Contact Activity Page of a contact, that contact will be tagged 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 tagged 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.

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'.

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.

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 'Unprocessed 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.

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.

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.

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).

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.

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.

• 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 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'.

  • Pending Retry - an email with this Send Status is awaiting automatic retry by the system.
• Attachment Count - how many (if any) files are attached to the email

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.

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.

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.

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 new, dedicated browser tab or in your current browser tab.

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 changing your User Settings.

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.

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.

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.

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 a feature that allows incoming emails that get added to an existing work item like this to now be used to create a new work item.

How does this work?

If a user is working on a work item and realizes that an email that has been attached to it should actually be used to start a new work item, they can use a link now available to them when hovering over that mail in the Comms or Timeline view.

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.

Overview

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

The Defects section on your work item screens in Enate is there to help you record and manage incidents like this when they occur. If defect categories have been configured in the service line for a Ticket in Builder, a Defects Card will show in that Ticket's screen in Work Manager that provides the functionality to record defects for the work item.

Defects can occur for a wide variety of reasons, for example:

• A client is late supplying information you've requested

• A supplier has attached the wrong file

• Something's gone wrong as part of the service centre's handling of the activity.

It is very important to record defects, for various reasons:

• while the work item is still in progress, it gives other agents who might be viewing or working on the activity an instant heads-up of issues which have occurred or are still happening which they'll likely need to know about

• after a work item has been closed, it helps serve as an accurate record of what went on and what went wrong - which might be important if you're reviewing a specific item and need to be able to explicitly show for example when a client took longer responding with critical information.

• in the longer term it's really useful as part of analysis to spot patterns in where issues are occurring and where improvements can be made - perhaps there's a repeated quality issue with information from an external party, or a given customer if consistently late supplying information at a certain point in process. If defects aren't recorded, it's likely otherwise resolvable issues will still continue to happen.

Adding/Editing a Defect

Recording a defect is simple - with a Ticket, Action or Case open, simply expand the Defects card and click to add a new record.

Select the relevant category that the defect falls under.

Select the area of responsibility from the ‘Party at Fault’ drop-down - e.g. your organisation, a third party supplier, or the client themselves

Then add a relevant description.

If your system is set up to do so, you can also add the number of affected records - an example of when this can be useful is if your were running a payroll process for 100 employees and a defect occurs affecting 20 payslips, you can add that extra detail in here, which can be useful for subsequent reporting.

You can add as many defects as are needed if multiple issues occur.

Once you have recorded a defect on a particular work item, it is shared with all related cases, tickets and actions in the same manner as contacts are.

If a defect gets resolved while the work item is still open, you can go to the defect card and mark it as resolved.

If a defect was applied to a work item by accident or the defect itself was recorded incorrectly, you can chose to delete it as long as the work item is still in progress.

Once you're happy with all the details for your new Defect record, or with your changes if you're editing an existing one, click 'Submit' to save your changes.

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.

The timeline shows the history of activity that has taken place for a work item in a chronological list. It is divided into the which shows the communications history for the work item and the 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

• 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.

The information about who last reopened it and when is also shown explicitly on the work item info card.

Overview

The Bulk Create feature lets you create large numbers of Cases and/or Tickets via the uploading of data from Excel spreadsheets.

You can find a link to the Bulk Create page in the ‘Bulk Create’ link in the ‘Create New Work Item’ dropdown.

You can download a template of the excel file. The excel templates available will conform to whichever language you currently have set in your Enate user preferences.

Once you have added the data into the excel file, save and close it, then on the Bulk Create screen click to select the file.

Once you are happy, click on the ‘Upload’ button. This will upload your information about the Cases or Tickets from your file on-screen.

You will see the following information:

• Total – the total number of items contained in the uploaded file that will be created

• Created – the number of items that have been created successfully (this will be zero before you start to create)

• Not Started – the number of items that are waiting to be created

Additionally, in the grid you will see that a 'Status' and 'Reference' column have been added - these will be filled in by the system when the items get created.

All you need to for now is to click ‘Create Items’ and the system will start creating your Cases/Tickets. The information displayed will update to show the number of items that have been successfully create and the reference numbers of the work items created.

Bulk Create Templates

If you are using version 2022.5 or above of Enate, please use the in-product templates from the bulk create page. If you are using version 2022.4 or below of Enate, please use the templates below

Bulk Create Ticket Templates

You can download the excel file templates to bulk create Tickets from the following links:

Bulk Create Case Templates

You can download the excel file templates to bulk create Cases from the following links:

Mandatory Fields

The mandatory fields which must be filled in order to create a Case are:

• Customer

• Contract

• Service

• Case - the process name

• Title - the title for the individual Case work item.

The mandatory fields which must be filled in order to create a Ticket are:

• Customer

• Contract

• Service

• Ticket - the process name

• Title - the title for the individual Ticket

• Ticket Description

• Ticket Category Level 1

• Ticket Category Level 2

• Ticket Category Level 3

Requirement for contact records within your bulk upload file

Any contact records used in a bulk create file i.e. Primary Contact, Requester, Subject and CC contacts must adhere to the following rules:

• the email address of the contact must be used

• the contact must already exist in the system

Optional Fields

Optional fields that can be filled in for both Tickets and Cases are:

• Do Not Send Automated Emails To Contacts - whether or not you want to send system-automated emails, such as request acknowledgement emails, to the contacts of the work item. Enter 'True' or 'False', this also applies for languages other than English.

Date Formatting

Please be aware that any dates entered must have the following formatting:

DD-MM-YYYY HH:MM

Note that hours and minutes entered can either be in the 24 hour system format i.e. 23:00 or in the 12 hour system format with an AM/PM after it i.e. 11:00 AM.

Valid date format examples:

• 25-05-2022 23:25

• 25-05-2022 11:25 PM

If you choose not to enter hours or minutes, the system will set a default time of 00:00.

Custom Data Fields

You can also pass custom data fields into the Cases/Tickets as they are being created. To do this, add a column name which precisely matches the data field name in Enate. If any of these bespoke fields are marked as mandatory in your Case process configuration, you MUST supply a value in this field’s column for every row in the upload file (otherwise that row will fail validation and a Case will not be created for it).

Supported Fields

Bulk create supports below list of custom field type:

1. Check Box

4. Decimal Number

5. Email Address

7. List

8. Long Text

9. Multiple level list

10. Short Text

11. Whole Number

Unsupported Fields

Bulk create does not support below custom field type:

1. Tables

2. Entity Relationship

Additionally, the following system property fields are not supported when bulk creating work:

1. Keep with me

2. Keep Action with me

3. Defects

4. Files

Validation Errors

If you do have any validation errors, these will be highlighted in red and a ‘warning’ status icon will be displayed. If the input values are wrong throughout an entire column, validation errors will be displayed at the bottom of the grid e.g. if a field column is referenced in the upload file which does not exist in the system. If the input values are wrong for an individual row, a ‘warning’ status icon will be displayed at the start of the row and the individual validation errors will be highlighted in red. You will then need to modify the file, click to 'change file' and select to upload your updated file.

You can still proceed with creation of the valid Case items in your upload file. The system will skip over the invalid rows and confirm creation of the valid ones, but the invalid items will need to be resolved before they can be created. You can do this by modifying the file and then clicking to 'change file' and select to upload your updated file.

Click here to see the full list of potential validation errors for Bulk Create:

Multilingual Support

Bulk Create is also supported in all of the languages that Enate offers: French, German, Spanish, Portuguese Brazilian, Romanian, Polish, Hungarian and Russian.

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).

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:

The Ticket screen has the same overall layout as the Case and Action screen, and the same basic features including adding a note to a work item, sending an email, viewing the files and links attached and viewing the comms/timeline, but it also contains some Ticket-specific features. Watch this video to find out more:

Ticket Title

At the top of the Ticket screen, you'll see the title of the Ticket.

Depending on Builder settings, this may be editable throughout the duration of a Ticket.

The title of the Ticket that will appear at the top of the Ticket's tab.

And the title will appear in the 'Title' column of the homepage grid for the Ticket.

You can copy the Ticket's reference and number by clicking on the copy icon in the tab:

Due Date

The Ticket's due date will display, colour-coded to show if the date is:

On schedule:

Due today:

Late:

Override Due Date

If a Ticket has been configured with an override due date option in Builder, then you will be able to override the due date of a Ticket by clicking on the due date in the header and changing the date in the popup.

Assignee

You can also see whether or not the Ticket has been assigned, and who to.

You are able to reassign and unassign an Ticket, or assign the Ticket to yourself if it has not been assigned to you already.

See here for more information about assigning work in Enate:

Side Panel

Viewing a Ticket's Status

In the Info Card you can see the status of the Ticket and change the status as needed.

The main label on the left side of the Info Card will display the status the Ticket is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.

See here for more information about processing a Ticket:

The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.

When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.

In addition to showing the Ticket's status, the following information is displayed directly underneath:

• Set by - who set the status

• Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)

• Date - when the status was changed

• Last Updated By - who last changed some data on the Ticket

• Last Updated On - when some data was last changed on the Ticket

Viewing a Ticket's Settings

The Settings Card shows you detailed information about the Ticket, including:

• The name of the Ticket process

• The Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories. These can be modified by expanding the card

Expanding the Settings Card will show you:

• The name of the Ticket process

• Editable versions of the Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories

• When, how and who created the Ticket

• If this Ticket was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.

• Keep with me - users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.

• Send Automated Emails - the option to send out automated emails e.g. Ticket acknowledgement emails to the Ticket's contacts.

Depending on if record count has been configured to be visible on a Ticket, users will also be able to see and interact with the record count on the Ticket Settings card.

Ticket's Contacts

The Contacts Card is where you can specify the people who relate to the Ticket.

By default, the available relationships are:

• Primary Contact – the main person you are dealing with for this Ticket. This is mandatory for Tickets.

• Requester – the person that raised the initial request. This is mandatory for Tickets.

• Subject – who the Ticket is about (this may be neither of the above).

Very often all three will be the same person.

• 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.

Populating a Ticket's Contacts Card

Auto-populating a Ticket's contacts

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 tagged as the 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.

Manually Populating a Ticket's Contact's

A Ticket's contacts will usually be auto-populated from an initial email. However, if the Ticket's contacts are not auto-populated or if you want to add a different contact to the Ticket, you can add contacts to the Ticket 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 they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.

Time Tracking

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on.

See here for more information about time tracking:

Custom Card

Additionally, a Custom Card can be configured to display custom data.

See here for more information:

Defects Card and Recording Defects

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

Watch this video to find out more about recording defects in Enate.

You can also go to the dedicated article to find out more:

Activities Launched from the Ticket Screen

Convert to a Case

If during processing of a Ticket query it becomes apparent that the request is better handled via a specific Case, you can support this by choosing to convert the Ticket into a Case. You can do this via the ‘Convert to Case’ option from the Ticket screen.

See here for more information:

Merging a Ticket

If an incoming email creates a new Ticket instead of auto-appending itself to an already existing request, you can merge the Ticket into the other work item. You do this by selecting the 'Merge' option from the Ticket screen.

See here for more information:

Splitting a Ticket

If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. You do this by clicking on the Split option from the Ticket screen.

See here for more information:

Further Info on Ticket Screen

New Information Received

When a new email or Self Service message has come in for a Ticket that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new information was received.

You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.

Standard Operating Procedure

This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.

Customer Feedback

If the ‘Allow Feedback’ setting is ticked in Builder (see here for more information on how to do this), the Customer Feedback icon will appear in the Ticket's Header Ribbon.

It will show you your current feedback rating as well as recent customer feedback. See here for more information about getting Customer Feedback.

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 tags and notes that have been added to the files.

Various icons help you to identify further information:

All files in the files tab are available to add as attachments to any outgoing emails 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 general settings 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 set in Builder. 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 Marketplace 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 canned response 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 email templates.

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 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).

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 (and merge it into an existing Ticket / Case / Action in the system)

• Keep this Ticket open (and merge other existing Tickets into this one)

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'.

Overview

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

When is time tracked for a Work Item?

The time tracker records the time of each individual browser session that the item is worked on; time is tracked whenever a work item is open on-screen, regardless of whether it is assigned to the user or not and regardless of what state the work item is in. The time tracker runs for one single work item at a time within a browser session and will run for a work item tab when it gets browser tab focus. It continues to run even if the browser is minimized, if the computer is in lock screen etc.

Switching between tabs

In the scenario where work item A is open (with the timer running) and a further work item B tab gets opened, the timer will stop on item A and switch instead to item B. Flipping between these work item tabs would equally switch which one the time tracker is running for.

Time tracking halts when the work item tab is closed and in the event of a browser/machine timing out.

See here for more details about when time is tracked or not tracked in the Time Tracker card.

Work Item Time Tracking when accessing Email View

Time Tracker Card Information

The card displays the length of time of the current session, a combined total of the length of time of all previous sessions, the expected initial estimated effort time and - for Actions and Tickets - the estimated effort time which the service agent can alter, which is useful for Forecasting.

Additionally you can edit the time of the current and your previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Viewing Previous Recorded Sessions

Expanding the Time Tracker card displays the recorded time for previous sessions, as well as who was working on the work item during that session, how long the session lasted and if the session's recorded time has been edited.

Clicking on the information icon lets you see the date and time when the session was recorded and, if the work item is a Ticket, which category it was assigned to during that session.

Editing Recorded Times

You can edit the time of the current and previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Manually editing the current time-on-task will save that edited time as a new row in the history.

You will be able to see further information including when an edit was made and who by when you open the card in full-screen mode.

Viewing Edited Times

You can click the expand icon to open the card in full-screen mode. Here you can see the length of time of the current session, a combined total of the length of time of all previous sessions, and, for Actions and Tickets, the expected time required to complete the work item. You will also be able to see more detailed information about the individual session, as well as information about edits made to the recorded time:

'Expected Time'

The expected time required to complete the work item can be configured in Builder for Cases, Actions and Tickets. Note that this information will only display if:

• An Initial Estimated Effort value has been entered for this Case, Action or the selected Ticket Category in Builder.

• The system-wide settings 'Show Time Tracker' and 'Display Expected Time in Time Tracker' are enabled.

Ensuring Accurate Auto-Time Tracking - Recommendations

• If you only have one work item open in Enate and are currently working on a different business application, as long as you return to that tab before your Enate session expires your time will be tracked accurately.

• If you have multiple work items open in Enate and are currently working on a different business application, as long as you return to the most recently accessed tab before your Enate session expires your time will be tracked accurately. The other work items that were open but not accessed mostly recently will not have their times tracked.

Helpful Hints and Tips (Dos and Don'ts)

In order to keep time tracking of your activities as accurate as possible, here are a few help 'Do's and Don'ts' that will optimise how the system can help while running in a web browser.

Remember that you might have one single Enate Work item tab open, or perhaps multiple work items open in tabs in your browser.

Recommended behaviour (Dos)

1. Always open the work item you want to track time against as the LAST activity in Enate before switching to another business application to work on your task.

2. Make sure to return to the Enate application at the point where you finish your task.

3. If your activity is taking an extended period of time to complete, it's a good idea to come back to Enate from time to time, since your session may otherwise time out due to your browser timeout*.

*Session timeout periods for browsers could be typically from 20 mins to several hours. If you're finding that that things are timing out like this, speak with your IT admin about how that settings can be extended to help avoid this.

Things that may lead to less accurate tracking (Don'ts)

1. Failing to return to Enate after finishing your work.

2. Returning to Enate too late, i.e. after a session timeout due to inactivity.

3. Logging in on a different device or browser rather than going back to the same tab you left.

4. Just clicking the 'X' on the Enate tab without having reopened it (i.e. without having clicked to display the tab content).

5. Restarting the browser before returning to the Enate tab.

6. Closing the entire browser.

7. Restarting your system.

Details - Time Tracking in various scenarios

Time is tracked whenever a user has the Enate work item tab open either displayed or not displayed on screen. Time will not be tracked when the Time Tracker Card has been paused. You can find more detailed information about whether time is tracked or not in a particular scenario from the table below.

Additional Time Tracking Information

• The Enate system will always keep a record of the automatically recorded time (i.e. not manually edited). This is a record of the amount of time which the work item tab was displayed directly on screen. This data is not displayed to you but can be accessed for MI / reporting purposes. Please note that the time tracker tracks ALL accessing of the work item, even after it is completed.

• Manually editing the current time-on-task will save that edited time as a new row in the history. The ‘time on task’ box will subsequently display the auto-running count of the time since you started the manual edit of the previously displayed value.

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.

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.

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:

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. You can refresh the screen display to see the newly created Action:

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

The Action screen has the same overall layout as the and screen, and the same basic features including to a work item, , viewing the and viewing the , but the Action screen also contains some Action-specific features.

Action Title

At the top of the Action screen, you'll see the title of the Action, made up of:

Customer name - Contract name - Service name - Case Process name - Action Process name

For example:

'Action Reference - Case Short Description - Action Process Name' '10040-C-A1.1 - Jack Jones new starter - HR Approval'

This is the name that will be shown in the Action tab:

The Case's short description is also the title that will also appear in the 'Title' column of the homepage grid for the Action.

You can copy the Action's reference and number by clicking on the copy icon in the tab:

Due Date

The Action's due date will display, colour-coded to show if the date is:

On schedule:

Due today:

Late:

Override Due Date

If an Action has been configured with an override due date option in Builder, then you will be able to override the due date of an Action by clicking on the due date in the header and changing the date in the popup.

Assignee

You can also see whether or not the Action has been assigned, and who to.

You are able to reassign and unassign an Action, or assign the Action to yourself if it has not been assigned to you already.

See here for more information about assigning work in Enate:

Side Panel

Viewing an Action's Status

In the Info Card you can see the status of the Action and change the status as needed.

The main label on the left side of the Info card will display the status the Action is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.

See here for more information about processing an Action:

The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.

When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.

In addition to showing the Action's status, the following information is displayed directly underneath:

• Set by - who set the status

• Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)

• Date - when the status was changed

• Last Updated By - who last changed some data on the Action

• Last Updated On - when some data was last changed on the Action.

Viewing an Action's Settings

The Settings Card shows you detailed information about the Action, including:

• The Action's context (Customer>Contract>Service>Case Process). This cannot be modified.

• Action Instructions

• The Action's parent Case, a link to the parent Case and a symbol showing the state of the Case

• When the Action was created and who by

• If this Action was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.

• Keep with me - users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.

• Record Count - depending on configuration for the Action in Builder, the record count may or may not be displayed here. If it is, the record count is editable. If you update the record count for an Action, it will update the record count for future Actions but not previous Actions that have been closed.

Action's Contacts

By default, the available relationships are:

• Primary Contact – the main person you are dealing with for this Action.

• Requester – the person that raised the initial request.

• Subject – who the Action is about (this may be neither of the above).

Very often all three will be the same person.

• 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.

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 they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.

Time Tracking

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on.

See here for more information about time tracking:

Custom Card

Additionally, a Custom Card can be configured to display custom data..

See here for more information:

Defects Card and Recording Defects

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

Watch this video to find out more about recording defects in Enate.

You can also go to the dedicated article to find out more:

Checklists

In order to mark an Action as complete, you must confirm for each item in the checklist whether you have completed it (the options are Yes, No, N/A) and you may need to add a note for each check.

You can also see the name of the person who last updated the item in the checklist and when this update was made.

Activities Launched from the Action Screen

Reworking a Case

If issues have occurred during the running of a Case you may wish to rework the Case. You can do this from an Action by selecting the ‘Rework’ tab from the Action screen.

See here to find out more about reworking a Case from an Action:

Starting an Action Manually

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 an Action using the 'Start Action' feature.

See here to find out more about manually launching an Action from an Action:

Further Info on Action Screen

New Information Received

When a new email has come in for the Action that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new email was received.

You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.

Viewing Case Progress

You can view how the Case that the Action belongs to is progressing by clicking on the map icon. will bring up the Case progress popup. This displays the progress made on steps in the Case, showing completed steps in green, the current step in orange and future steps in grey.

Standard Operating Procedure

This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.

The Case screen has the same overall layout as the and screen, and the same basic features including to a work item, , viewing the and viewing the , but the Case screen also contains some Case-specific features.

Case Title

At the top of the Case screen, you'll see the context of the Case, made up of:

Customer name - Contract name - Service name - Case Process Name

For example:

This is the title that will then appear at the top of the Case's tab.

This is the title that will also appear in the 'Title' column of the homepage grid.

You can copy the Case's reference number and title by clicking on the copy icon in the tab:

Viewing the Actions of a Case

The Case screen display is laid out to emphasise visibility of the Actions which are run for it. To support this, an additional dedicated 'Actions' tab exists which allows you to quickly see the status of its Actions and to access them. This is the default displayed tab in this section for Cases.

This tab shows the following information for any Actions under the Case:

• Current State icon

• Action reference number

• Action title and instructions

• Due Date, Assignee, Queue

• State in text form

Actions will be displayed in order of:

1. Status, with Actions in a status of Draft at the top, followed by Actions in a status of To Do, then In Progress, then Waiting, then Resolved, then Closed. If all the statuses are the same, then the Actions will be displayed in order of:

2. Due date, with the Actions due soonest at the top. If all the due dates are the same, then the Actions will be displayed in order of:

3. Time remaining when paused, with the Action with the least amount of time remaining when paused at the top. If the time remaining when paused is the same for all the Actions, then the Actions will be displayed in order of:

4. Step number, with the Action with the lowest step number at the top. If the step numbers are all the same, then the Actions will be displayed in order of:

5. Start Date/Time, with the Action with the most recent start date/time at the top. If the start date/time is the same for all the Actions, then the Actions will be displayed in order of:

6. Reference number

Sub Cases

Sub Cases are created from an existing 'parent' Case that retain a link to their 'parent' 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 create Sub Cases by clicking on the ‘+ Work item’ link shown near the tabs section of a Case and the choose the 'Sub Case' option from the dropdown.

The Sub Cases tab will show the Sub Cases for that Case.

See here for more information about Sub Cases:

Viewing Work Linked to a Case

Another feature of the Case screen is the option to launch a Case or Ticket from the Case to create a 'Linked' relationship between the work items.

See here for more information:

Due Date

The Case's due date will display, colour-coded to show if the date is:

On schedule:

Due today:

Late:

Override Due Date

If a Case has been configured with an override due date option in Builder, then you will be able to override the due date of a Case by clicking on the due date in the header and changing the date in the popup.

Assignee

You can also see whether or not the Case has been assigned, and who to.

You are able to reassign and unassign an Case, or assign the Case to yourself if it has not been assigned to you already.

See here for more information about assigning work in Enate:

Side Panel

Viewing the Status of a Case

In the Info Card you can see the status of the Case and change the status as needed.

The main label on the left side of the Info Card will display the status the Case is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.

See here for more information about processing a Case:

The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.

When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.

In addition to showing the Case's status, the following information is displayed directly underneath:

• Set by - who set the status

• Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)

• Date - when the status was changed

• Last Updated By - who last changed some data on the Ticket

• Last Updated On - when some data was last changed on the Ticket

Viewing the Settings of a Case

The Settings Card shows you detailed information about the Case, including:

• The context of the Case (Customer>Contract>Service>Case Process).

• When, how and who created the Case

• If this Case was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.

• Keep with me - users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.

• Keep Action with me - all future Actions within a Case will automatically be assigned to the user who has the "Keep Action with me" option selected.

• Send Automated Emails - the option to send automated emails for the Case. At the moment, the only automated email available to send for cases is a Case creation acknowledgement email.

• Record Count - depending on configuration for the Case in Builder, the record count may or may not be displayed here. If it is, the record count is editable.

Case's Contacts

By default, the available relationships are:

• Primary Contact – the main person you are dealing with for this Case. This is may or may not be mandatory for Cases, depending upon Case configuration in Builder.

• Requester – the person that raised the initial request. This is may or may not be mandatory for Cases, depending upon Case configuration in Builder.

• Subject – who the Case is about.

Very often all three will be the same person.

• 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.

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 they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.

Time Tracking

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on.

See here for more information about time tracking:

Custom Card

Additionally, a Custom Card can be configured to display custom data..

See here for more information:

Defects Card and Recording Defects

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

Watch this video to find out more about recording defects in Enate.

You can also go to the dedicated article to find out more:

Activities Launched from the Case screen

Reworking a Case

If issues have occurred during the running of a Case you may wish to rework the Case. You can do this from the Case by selecting the ‘Rework’ tab from the Case screen.

See here to find out more about reworking a Case:

Starting an Action Manually

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 using the 'Start Action' feature.

See here to find out more about manually launching an Action from a Case:

Further info on the Case screen

New Information Received

When a new email has come in for a Case that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new email was received.

You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.

Standard Operating Procedure

This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.

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.

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

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: 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.

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 do this, you just needs to click on 'Verify Now' 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.

Every time this is done, the technology 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.

Once you are happy that the extracted data is as desired, you can click to mark the Action as completed successfully.

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 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:‌

You can then mark the Action as complete.

Enate allows a granular level of granting access to people based on their role and business requirements. These settings are defined in the User Management section of Builder.

Every user has a Work Manager role assigned to them. The role has a number of access options configured for it which determine what they can see and do in Enate.

Enate provides two standard, pre-configured roles for Work Manager:

• Team Member - this is for Agent users who process Tickets, Actions & Cases and who report to a Team Leader. This role gives them access to work assigned to them, their team (people who report to the same Team Leader as they do) and work that is in the Queues that they work out of, but has fewer levels of access than the Team Leader role.

• Team Leader - this is for senior members who manage a Team and oversee Queues. This role gives them access to set up and maintain their teams and Queues, to assign work to others, as well as to more advanced features such as creating customized reports.

This article provides a full breakdown of access options for Team Member and Team Leader roles.

If a standard role doesn't quite fit the bill, you can create custom roles that allow you to fine-tune levels of access to give users the exact combination of access levels they need.

Custom roles might be particularly useful in the following circumstances:

• Senior Team Members - You may wish to create a custom role for your more senior team members which falls part-way between the standard 'Team Leader' and 'Team Member' roles, giving them access to some Team Leader-like features without needing to have them fulfil that role entirely.

• Junior Team Members - You may wish to create a custom role for your more junior team members which gives them access to some 'Team Member'-like features while hiding other aspects of the system until they gain more experience

You can also give some Work Manager users access to Enate's Builder application, for example so that they can view local processes. You do this by assigning them a Builder role, .

Users are also able to view which roles their team members have in Work Manager - will bring up their user profile which includes information such as their role title, its description (if one has been added), as well as a list showing which features that the user has access to.

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

Due Date Totals

Work items are classified into their respective due states:

• Green – on target, not yet overdue

• Amber – due today (but not yet overdue)

• Red – work items which are now overdue (including items where the due date is today, but the due time has now passed).

• Grey – work items are classified into a state of 'Not Set' when the due date is not currently known. This can be in the following situations:

  • When the work item has just been started (manually) but has not yet been submitted

  • When the work item is in a state of ‘Wait for more Information’ AND is set to add the wait time on the due date