The User's Overview report displays information regarding the Enate user who's account has been used to sign in. The report shows all work relating to user allowing them to quickly plan their day and week accordingly.
Access to and the ability to edit the User's Overview is controlled by permissions in user roles, in the same way as all other reports within Enate. If users do not have the right permissions enabled, they will not be able to access or edit the report.
Here are some of the type of information which can be found within the report
Pinpoint priority areas with SLA-tracked open work items by queues for efficient task management.
Streamline workload management with monthly counts of started and closed work items, ensuring timely service delivery.
Prioritize corrective actions with counts of resolved and unresolved defects by category, enhancing service quality.
See which defect categories are being used and how many times they are used.
Gauge resource utilization and boost productivity with monthly-tracked active hours logged in Enate.
See below for a complete list of all the available data fields that can be used within the User's Overview report:
| Table | Fields | Description |
|---|---|---|
Activity
Total Hrs Logged
Total time (in Hrs) spent by the Agent on all the Work Items he/she worked on for the selected date range
Activity
Activity Type
Type of the activity performed on the Work Item by Agent ('Save' or 'Complete')
Activity
Duration in Sec
Time spent (in seconds) on the Work Item by Agent. Manually entered time is considered if available.
Activity
StartDate
Work Item activity Start Date in date time format
Activity
StartDate_date
Work Item activity Start Date in date only format
Activity
User Name
User who performed the activity
Context
Contract
Name of the Contract
Context
Customer
Name of the Customer
Context
Service
Name of the Service
Context
Supplier
Name of the Supplier
Date
Date
Calendar range of dates for filtering data
Date
Month
Months of the dates
Date
Week
Weeks of the dates
Date
Year
Year of the dates
Defects
Work Item Count
Count of work items that have defects against them
Defects
Date Raised
Date on which the defect was raised for a Work Item
Defects
Defect Category
Category of the defect
Defects
Desciption
Description of the defect
Defects
Status
Stated whether the defect is resolved or not
Process
Process
Name of the process each Work Item belongs to
Process
Work Item Type
Type of the Work Item (Ticket, Action or Case)
Queues
Queue
Name of the queue the Work Item was last present in
Status
Status
Work Item Status (To Do, In Progress, Waiting , Resolved , Closed)
Status Reason
Status Reason
Reason behind the status change of the Work Item (Newly Created, new Info Receieved, Blocked by Business rule etc.)
Wait Status History
Waiting each Day
Count of Work Items that are set to waiting status on a particular day by the Agent (out of the Work Items he/she working/worked on)
Wait Status History
EndDate
End Date in Date time format when Work Item was in waiting state
Wait Status History
EndDate_date
End Date in Date only format when Work Item was in waiting state
Wait Status History
StartDate
Start Date in Date time format when Work Item was in waiting state
Wait Status History
StartDate_date
Start Date in Date only format when Work Item was in waiting state
Wait Status History
User Name
Agent who set the status of Work Item to Waiting
Work Items
Action
Sum of Closed and Waiting work items on a particular day by an Agent
Work Items
Work Items Assigned Today
Count of Work Items that are assgined to the agent today
Work Items
Work Items Closed
Total Work Items closed by agent for the selected date range
Work Items
Work Items Closed Today
Count of Work Items that are closed by agent today
Work Items
Work Items Due Today
Count of Work Items that are due today by agent
Work Items
Work Items Open
Total Work Items that are Open by agent
Work Items
Work Items Overdue
Total Work Items that are Overdue by agent
Work Items
Work Items Reopened
Total Tickets that are reopened for the agent
Work Items
Work Items Resolved
Total Work Items that are Resolved by agent for the selected date range
Work Items
Work Items Started
Total Work Items started by agent for the selected date range
Work Items
Ageing In Days
Aeing in calendar days. For completed Work Items its (end date - start date), for open items its (today - start date).
Work Items
Count of Affected Records
Records affected count
Work Items
Count of Defects
Count of defects each Work Item has (if any)
Work Items
Count of Rework
Count of rework each Work Item has (if any)
Work Items
DueDate
Work Item Due Date in date time format
Work Items
DueDate_date
Work Item Due Date in date only format
Work Items
EndDate
Work Item End Date in date time format
Work Items
EndDate_date
Work Item End Date in date only format
Work Items
Has Defects
Whether the Work Item has defect or not (Yes or No)
Work Items
Reference
Reference number of each Work Item
Work Items
Is Reopened
Tickets that got opened after going to resolved status
Work Items
SLA
Service Level Agreement to indicate where Work Item is Overdue or not
Work Items
StartDate
Work Item Start Date in date time format
Work Items
Start Date_date
Work Item Start Date in date only format
Work Items
Title
Title of the Work Item
