Team Leaders* have all the same features that Team Members have on the Insights page, PLUS additional features available to them, with a Team section, and an additional tab in the Calendar section. *(Specifically: users with the 'Set up Team & Queues' feature access option enabled )
To identify missing Insights data quickly, Team Leaders can:
Look at the Teams section first, click on a user with a red circle (showing they have missing data on that date). Fix their data, then look at the Calendar to see any other 'red' highlighted days where data is missing for that user, and go through each until data is complete.
OR
Select the Team Calendar first, select a date highlighted in red (showing that at least one team member has missing data). Then select the users from the Team section circled in red and work to fix their data. Cycle through each red date until all missing user data is complete.
Team Leaders can see their team members in the Teams section.
Clicking on any team member will show their calendar and the Insights Data in the main section for the selected date. They can flip between dates, viewing and if necessary adjusting the Insights data. They also have the following options to adjust that user's data, in the user's calendar displayed:
View and mark dates as 'On Leave', i.e. vacation days (shown in yellow).
View and mark dates as a 'non-working day' for that user, e.g. a weekend day or equivalent (shown in purple).
View dates where their Insights data is currently incomplete for the selected user (date shown in RED).
Dates where they can no longer adjust data are shown greyed out.
Finding missing data: Team Leader should use this view to click on a user with a red circle (showing they have missing data on that date). Fix their data, then look at the Calendar to see any other 'red' highlighted days where data is missing for that user, and go through each until data is complete.
Team Leaders have are able to see each of the team member's detailed calendar when they click on them. They also have a Team Calendar tab. This will display in red any day where at least one team member has incomplete Insights data.
Finding missing data: Team Leader should use this Team Calendar to identify each date highlighted in red, the select the users from the Team section who are circled in red, and work to fix their data. Cycle through each red date until all missing user data is complete.
Team Leader can add or Edit Insights data (including setting dates as 'On Leave' or 'Non-Working Day') for up to 31 days in the past, including their own data.
Report detailing User Availability Insights data of how their work time is being spent.
As part of the Insights feature, a standard report is available that summarizes you or your team's availability data. It shows:
Planned leave data
Non-working days
Trend of duration of activities
Overall sentiment
Sentiment trend
More information about these visuals can be seen in the table below:
The Team View Report contains the following available data sets:
| Report Visual | Description | Logic | Filters Applicable |
|---|---|---|---|
| Table | Fields | Description |
|---|---|---|
Leaves
Shows the Daily/Weekly/Monthly trend of planned leave count by the user. If the logged in user is a team manager then it will also show leave count for their team members.
1. Count all rows where Work Day Type = "Leave" 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"
Date, User name
Non-working days
Shows the Daily/Weekly/Monthly trend of non working days count for the user. If the logged in user is a team manager then it will also show non working days count for their team members.
1. Count all rows where Work Day Type = "WeekOff" 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"
Date, User name
Avg. duration trend (in hrs)
Shows the average Daily/Weekly/Monthly trend of various durations entered by the user. If the logged in user is a team manager then it will also show average durations for their team members.
1. Calculate the average of DurationSpentInEnate, AdHocDuration, DowntimeDuration, FeedbackDuration, MeetingDuration, DurationSpentOutsideEnate, TrainingDuration by excluding any WeekOff and leaves 2. DurationSpentInEnate is calculated as total duration recorded in packet activities by each user on each day where activity type in (2,3) 3. Filter the rows for the "logged in user" and any user whose manager is "logged in user"
Date, User name
Overall sentiment
Shows the overall percentage share of each sentiment opted by the user. If the logged in user is a team manager then it will also show the percentage share of sentiments for their team members.
1. Calculate the count of sentiments for each sentiment type 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"
Date, User name
Sentiment trend
Shows the Daily/Weekly/Monthly trend of percentage share of sentiment entered by the user. If the logged in user is a team manager then it will also show the percentage share of sentiments for their team members.
1. Calculate the count of sentiments for each sentiment type 2. Filter the rows for the "logged in user" and any user whose manager is "logged in user"
Date, User name
Date
Date
Day of the week in DDMM Format
Date
Week
Week of the year
Date
Month
Month of the Year in MMYY format
Date
Year
Calendar Year
Sentiment type
Sentiment
Sentiments options (Excellent, Very Good, Good, Bad, Worse). It will be none if not entered.
Insights
Avg. other hours
Avg. hours spent on ad hoc tasks
Insights
Avg. contractual break hours
Avg. hours spent on breaks
Insights
Avg. idle hours
Avg. hours spent on system downtime
Insights
Avg. feedback/1-2-1 hours
Avg. hours spent on feedback sessions
Insights
Avg. work performed within Enate
Avg. hours spent in Enate (on cases, actions or tickets)
Insights
Avg. work performed outside Enate
Avg. value added hours spent outside the Enate
Insights
Avg. meeting hours
Avg. hours spent on meetings
Insights
Avg. training hours
Avg. hours spent on training sessions
Insights
Avg. working hours
Avg. working hours
Insights
Other hours
Total hours spent on adhoc tasks
Insights
Contractual break hours
Total hours spent on breaks
Insights
Downtime hours
Total hours spent on system downtime
Insights
Feedback/1-2-1 hours
Total hours spent on feedback sessions
Insights
Work performed within Enate
Total hours spent in Enate (specifically on Cases, Actions or Tickets)
Insights
Work performed outside Enate
Total value-added hours spent outside the Enate
Insights
Leaves count
Planned leave count for the user(s)
Insights
Meeting hours
Total hours spent on meetings
Insights
Non-working days count
Non-working day count for the user(s) includes holidays weekends etc
Insights
Sentiment count
Count of sentiments entered by user(s) for a particular day
Insights
Training hours
Total hours spent on training sessions
Insights
Working hours
Total working hours
Insights
Comment
Comments added by user for the sentiment chosen
Insights
Insights date
Date when the durations/sentiments captured from the user
Users
Email address
Email address of the user(s)
Users
User name
Full name of the user(s)
WorkDay type
Work day
Type of the day (Working, Non-working Day, Leave). It will be none if nothing is chosen by the user.
If Insights is switched on in your system (see Enabling Insights), when users log into Work Manager for the first time each day, they'll be met with a popup after a short while, asking them to confirm:
Their working hours for the day, e.g. 8 hrs (this may default in a value from their working calendar if one is set for them, or from the previous day's entered value.
a rundown of any non-core activities they may have planned for the day, for example a training session, or 1-2-1 meetings, plus their expected working hours for the day.
optionally, they can note down how they're currently feeling too.
There are three sections to the popup, which will ask Agents about:
Today - what their working hours and break is for today, plus if they have any non-core work activities planned.
Yesterday - confirm if the data tey entered yesterday ended up being correct, amending if needed.
Tomorrow - if they have visibility on what tomorrow looks like, they can fill this in too.
If you are going to be using the Insights feature, every agent should ensure that they have confirmed their data for any day they are working. Team Leaders have visibility on who has not filled in data, and on which days.
Note that agents don't have to fill in their data straight away when the popup appears - they can always revisit the popup later in the day by clicking on the Insights link in their toolbar. If data is incomplete for that user, it will show with a red dot icon..
They can also fill in and amend data via the main 'Insights' page, which they can get to from the nav icon.
The user can either provide the data in the pop-up pages then and there, or click 'X' to close the popup without saving any data. If a user hasn't filled in the data in the pop-up and they they logout and log back in again on the same day, the pop-up will reappear when they log back in.
This section is optional - users can select an emoji to represent how they are feeling. They can also choose to enter an additional comment.
The next section is asking the agent to confirm their overall working hours for the day. There may be defaulted numbers in for your expected working hours (e.g. 8 hours) and expected break (e.g. 1 hour). These may come from the working calendar if one has been set up in Enate, or from whatever values wer entered the previous day. If not such data is available, these will default to 08:00 hrs and 00:00 hrs respectively.
If either of these these need to be changed, clicking the link provided takes the user to the Main Insights Page where they can set this information.
There's also the option to set this day as:
A Non-working day - e.g. a weekend day or time-in-lieu equivalent
On leave - i.e. the agent is on leave / vacation that day.*
*Note that users can set this information a number of days in advance via the main Insights page if e.g. they are going on vacation.
If either of the 'Non-Working Daya / On-Leave' settings are marked for this day, the user won't be asked to fill in a break-out of their time for that day.
The next sections of the pop-up will ask the user for expected time they'll be spending that day on non-core activities. Agents can use the slider or manually enter a value between 0 and 8 hrs.
For clarity here: This section is where you should add any time which you know can't be spent actively working to deliver service because you have e.g a meeting. The expectation is absolutely not that you add in numbers to add up to e.g. 7 hours to 'fill your day' - doing that would signal to your Team Leader that you've no availability to work.
Instead, this is where you enter that e.g. you know you've got 2 hours of meetings today, so your Team Leader will know that of the 7 working hours left in your day after breaks, only 5 of them can be time available to actively work.
Options available to enter for 'Today' are:
Meetings - time spent in any collaborative gathering or group meeting.
Feedback / 1-2-1 - time spent in individual sessions with e.g. team leader, manager, mentor.
Training - time in organised training or knowledge-transfer sessions.
Other - time spent on any other activities which are not listed above, or any additional breaks taken in a day.
When finished filling in data (inlcuding if there are no such activities and the day is fre for active work), users have two options:
Click 'Save & Close' to close the popup and get back to Enate Home Screen OR
Click 'Save & Next' to add further data for yesterday (prev. working day) and Tomorrow.
If they click 'Save and Close', they are done and the system will mark their mandatory Insights data as filled in for that day. Clicking 'Save & Next'
Confirming data for yesterday / the previous working day is much the same as entering for today..
In addition to the categories available for 'Today', two further options are available to confirm where time was spent:
Active Time not tracked by Enate - Time spent actively working to provide service but where a Ticket, Case or Action screen (or Enate email) is NOT open in Enate to auto-track this time.
Examples might be: time spent on the Enate homepage or working in another system where an Enate work item tab is not open and so not auto-tracking time. This does NOT include activities such as meetings or training, which should be noted separately.
Downtime - Time lost due to, e.g. system issues, or non-availability of work.
All data can be modified, including the working hours and break times. If all expected hours entered the day before were correct, the user can hit 'Save and Next'. Otherwise, adjust the data before moving on.
Entering data for tomorrow gives the same options as entering for 'Today'
Once fully complete, users shoud click 'Save and Done'.
At any point users can click back to the popup to adjust data enetered for today, yesterday & tomorrow, and can access the Main Insights Page.
The Insights page, available from the main menu, shows a daily breakout of your Insights Data, relating to how time is spent each day. Team Members use this screen to view and adjust their Insights data across a number of days via the calendar control. Team Leaders have these same options, plus additional features available for this page, detailed here.
Team Leaders can use this data to see patterns in how time is being spent through their team, both here and in the Insights Report. Insights into upcoming availability of their team can also be seen here and such data can contribute to further reports to help with short-term capacity planning. Team Leaders should primarily use this page to help ensure all required data has been filled in by their team.
You can access the Insights page from the Nav item option, and via a link at the top of the Insights Popup.
The view defaults to today's date. For each day a user will see in the main section:
The 'How are you feeling' value to the day (this can also be set here, but once set is read-only and comment shows as a mouseover tooltip).
Data they manually entered on the Insights popup (or indeed on this same main Insights Screen)
Time auto-tracked by Enate - This is Time which Enate has tracked being spent on the Ticket, Case, Action screen or on an Enate email on this day, (includes manual adjustments)
The overall totals hours of these numbers
These values are grouped into two section showing:
'Operational value added hours' - spent actively performing work for service delivery
'Business value added hours' - spent on suppotring activity which indirectly contributes to service delivery
Modifying Values
The Insights values (number of Hours and minutes) can be modified by users for each day selected.
Users can change all of these values manually except for the 'Time auto-tracked by Enate' value, which comes from the Time Tracker control on all work items the users worked on on that day (and any work item-related emails they worked on in the Email view). Note that the time tracker data will take manually applied overrides set on work items in preferences to auto-tracked time, wherever they have been entered.
Click Submit to save any adjustments.
Adding missing data
For days marked as still missing any confirmed data, a message will show at the top of the table. All missing data should be added, including confirming of the Working Hours for that day (a suggested value will often be displayed)
Click Submit to save any adjustments.
The following data is displayed on the main section, corresponding with the data options shown on the Insights Popup.
Working Hours - Standard amount of working hours for this day.
Breaks - Time spent on breaks, e.g. lunch, throughout this day.
Downtime - Time lost due to, e.g. system issues, or non-availability of work.
Time auto-tracked by Enate - Time which Enate has tracked being spent on the Ticket, Case, Action screen or on an Enate email on this day, (includes manual adjustments)
Active time not tracked by Enate - (only available for historic dates). Time spent actively working to provide service but where a Ticket, Case or Action screen, or Enate email, is NOT open in Enate to auto-track this time.
Examples might be: time spent on the Enate homepage or working in another system while an Enate work item tab is NOT open and so not auto-tracking time. Note: This should NOT include activities such as meetings or training, which should be noted separately.
Meetings - time spent in any collaborative gathering or group meeting.
Feedback / 1-2-1 - time spent in individual sessions with e.g. team leader, manager, mentor.
Training - time in organised training or knowledge-transfer sessions.
Other - time spent on any other activities which are not listed above, or any additional breaks taken in a day.
Users can use the calendar control to flip between dates, updating the Insights data displayed in the main section to show data for that date. They also have the following options:
View and mark dates as 'On Leave', i.e. vacation days (shown in yellow).
View and mark dates as a 'non-working day' for that user, e.g. a weekend day or equivalent (shown in purple).
View dates where their Insights data is currently incomplete (date shown in RED). Use this control to help identify which dates you need to fill in gaps in Insights data.
Dates where they can no longer adjust data are shown greyed out.
Team members can add or Edit Insights data (including setting dates as 'On Leave' or 'Non-Working Day' for up to 7 days in the past). If you need your data to be adjusted for dates beyond that, speak with your Team Leader who can make necessary adjustment for up to 31 days.
Remember that users can enter future Insights data, particularly planned leave and non-working days can be entered in advance if missing, the help Team Leaders withe future capacity planning.
The optional 'Insights' feature lets you capture key information regarding the availability of agent users. This can help Team leads and Operations Managers to better schedule work by giving them a view of where time is being spent day-to-day.
If Insights is switched on in your system (see Enabling Insights), when users log into Work Manager for the first time each day, they'll be met with a popup after a short while, asking them to confirm:
Their working hours for the day, e.g. 8 hrs (this may default in a value from their working calendar if one is set for them, or from the previous day's entered value.
a rundown of any non-core activities they may have planned for the day, for example a training session, or 1-2-1 meetings, plus their expected working hours for the day.
optionally, they can note down how they're currently feeling too.
The purpose of this popup is to allow agents to note down the time when they will be busy on activities such as meetings or 1-to-1 feedback sesssions.
This data can then be assessed by Team Leader and Operations Managers to help form a clearer picture of how much time is available for actively working on Cases, Ticket and & Actions versus other indirect activities such as attending Meetings or Training courses or similar. As part of this, obviously the overall number of working hours available for a given day for that user needs to be captured, as well as things like expected break totals.
Over time, Team Leaders will be able to form a picture of the overall amount of time available for these different activities, and spot trends to help them predict capacity going forward. There's also the ability for some short term forward planning if we have visibility of agents' expected time available over the next few days.
The Insights feature can be enabled / disabled by Admin This feature can be enabled from the General Settings section of Builder.
The Insights Feature has the following main sections:
In the Main Insights Page, and the Insights Report, you will only see your own availability insight data. If you have people that report to you in Enate, you'll also be able to see the data from your team members, depending on the level of feature access you have set in your user role, specifically:
Users with the 'Set up Team & Queues' feature access option - set in the User Roles section of Builder - will be able to see the information entered by themselves and their team (i.e. the people who they manage).
Users without the 'Set up Team & Queues' feature access option will only be able to see their own data.