Enate's Work Manager provides you with embedded reporting capabilities, driven by Microsoft's Power BI reporting platform, which gives you lots of additional information at your disposal to gain new insights and support for your business operations.
You get:
Standard, out of the box reports based on Enate data. Your user role will determine which standard reports you are able to see
The ability to build on the standard reports to create your own personalized reports with exactly what you want
The ability to save your personalized reports so you can easily navigate back to them
The ability to share your reports with whoever you think needs to see it
Team Leaders or users with the 'Can customize reports' permission will also get access to advanced editing options which allows them to create brand new visuals and to delete visuals, as well as the ability to create and delete cards
Watch this video to find out more:
Please note that at the moment, dates given to the creation of reports will be according to UTC time zone. Additionally, report data is not updated in real-time, and will be updated a regular scheduled intervals (last updated time stamp is shown on a report). Also, at the moment reports are only available in English. Lastly, information regarding closed work items will only be shown for the past year. Open/running work items will show information spanning the entirety of its processing time, even if it has been longer than one year.
You can access reports from the brand new section in the Work Manager the nav menu.
Clicking on the main Reports link will open up the Reports page, with the default standard report depending on your role displayed. For Team Leaders this will be the Team View report and for Team Members it will be the User's Overview report.
If you hover over the Reports link, you'll see a list of reports that you have access to, divided into various sections:
Standard Reports - here you'll see the standard, out of the box reports associated with your role data. Your user role will determine which standard reports you are able to see - generally, if you're someone with team member level access, you'll see the 'User's Overview' report, which shows data about your own work and if you've got more team leader-like access, you'll also be able to see the 'Team View', which looks at data about work across your team.
My Reports - here you'll see reports that you have personalized in some way and then saved as a new report
Shared with Me - these are reports, custom or standard, that have been shared with you by someone else
Reports are sorted alphabetically and you can mark a report as a favorite. Favorite reports will appear above your 'non-favorite' reports.
Once you've opened up a report, you'll see the report name and when it was last updated at the top.
The 'All Reports' button will show you the list of reports that you have access to, divided into various sections:
Standard Reports - these are standard, out of the box reports associated with your role data.
My Reports - here you'll reports that you have personalized in some way and then saved as a new report
Shared with Me - these are reports, custom or standard, that have been shared with you by someone else
You can save a personalized report by clicking the 'Save As' option and you can share a report via the Share button.
A report will generally contain a mixture of cards, showing you headline level information, and a number of visuals.
The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too. For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.
If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.
All users have the ability to personalize a report to get the data to show just how they want, for example by applying filters or by adjusting the data fields. See the personalizing a report section to find out more about what options you have.
If you have the 'Can customize reports' permission, you'll be able to click on 'Advanced' mode and get access to more advanced editing options, which includes all the standard personalization options as well the ability to create brand new visuals, to delete visuals, and to create and delete cards.
All users have the ability to personalize a report to get the data to show just how they want.
There are a number of filter options at the top that you can apply to the report. You can choose to filter the report by, customers, contacts and so forth, plus specific types of Case or Ticket (under the Process dropdown) and certain Queues or work in a given state. If you want to remove all these filters, click on the main Filter display button and scroll down to find the Clear Filters link.
Hovering over a visual also gives you further editing options. Links in the header of each visual will let you drill down and apply further filters.
If you click on the personalize link you'll see much more options that you have to play with. You can change the visualisation type to show your data in a different way and you can change the data fields used in the visual.
The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too.
For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.
If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.
You can also export an individual visual into Excel. There's also a 'focus' option to give a dedicated view of a single visual, and you can also choose to see the underlying data in a table.
You can easily discard your changes at any time by reverting back to the previous view of a visual.
You can find out more about the editing options you have from Microsoft's own Power BI documentation, available here:
You can also save a personalized report by clicking the 'Save As' option, making it easier for you to come back to, and you can share a report via the Share button.
You can save your personalized report so that you can access it easily ongoing by clicking the 'Save As' button.
Depending upon who originally created the report, there are a couple of options when it comes to saving a report:
If you have made adjustments to a report created by someone else, you will have to save the report as a brand new (the 'saved as a new report' checkbox is auto-selected for you) since it's not your original report.
If you have made adjustments to a report created by yourself (and the report is in your 'My Reports' section), you can either:
Update the existing report by clicking on 'Save As' and then de-selecting the 'Save as a new report' option
Save the report as a brand new report by clicking on 'Save As' and then selecting the option of saving the report as a brand new report
Once you have clicked 'Confirm', the saved report will appear in the 'My Reports' section, which you can access from the main system header, or from the reports list in your reports page. All your saved reports will appear here.
In addition to all the report personalization options listed above, Team Leaders or people with the 'Can customize reports' permission will also get access to advanced editing options.
This lets them completely remove and create brand new visuals within a report, rather than just having the ability to modify existing ones, and gives them the ability to create and delete cards with headline level information.
You can easily discard your changes at any time by reverting back to the previous view of a visual
You can find out more about the advanced editing options you have from Microsoft's own Power BI documentation, available here:
You can also share reports with other users by clicking on the 'Share' option and selecting which users you want to share it with.
The report will then show in the user(s) Shared Reports section.
Note that you will only be able to share reports with someone if they have permission to view all of the data in the report.
You can also copy the Report link URL here too, if you want to share the report via another app.
Reports that have been shared with you will appear in your Shared Reports list.
When it comes to deleting reports, there are a few of things to be aware of.
You can delete any of your own personalized reports i.e. any of the reports under the 'My Reports' section.
You can delete any reports that have been shared with you i.e. any of the reports under the 'Shared Reports' section. Deleting a report that has been shared with you will not delete the report for anyone else.
You cannot delete an original standard report. However, if you have personalized a standard report and saved that personalized report (and it therefore appears under the 'My Reports' section), you can delete that personalized report (see above point).
Deleting a report that you have shared with another user will delete the 'original' report for you, as well as deleting the shared report for the other user. The report will also no longer be accessible for that user via a saved URL link.
Any reports deleted by yourself will still be accessible via a saved URL link.
Currently, Enate provides three standard, out of the box reports:
Your user role will determine which standard reports you are able to see.
The Team View report displays information relating to email sentiment analysis allowing users to quickly and clearly see developing trends regarding incoming emails and take action where necessary.
Access to and the ability to edit the Team View 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
Ensure uninterrupted service and efficient workload planning by tracking monthly work item initiation volumes.
Optimize resource availability and streamline operational efficiency by monitoring monthly work item closures.
Prioritize backlog resolution and task management by categorizing open work items by age in days.
Aid targeted defect resolution and service quality improvement by highlighting defect categories needing attention.
Enable efficient resource allocation and service delivery optimization with monthly user and active user counts.
See below for a complete list of all the available data fields that can be used within the User Insights report:
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:
The Sentiment Analysis report displays information relating to email sentiment analysis allowing users to quickly and clearly see developing trends regarding incoming emails and take action where necessary.
In order for the Sentiment Analysis report to be available, the EnateAI Sentiment Analysis integration must be enabled (this can be done in Enate's Marketplace in Builder). When this integration runs it generates the data needed for the report. Once this integration has been activated, information will automatically begin to be sent into and displayed in the report.
Access to and the ability to edit the sentiment report 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 the report. To edit the report users will need the 'Create Custom Reports' permission enabled.
Here are some of the type of information which can be found within the report
View the overall share and count of incoming emails analysed as having a positive, neutral or negative sentiment.
Track the fluctuation of email sentiment over time. Look out for any significant changes and address them accordingly.
Compare email sentiment across your companies, regions, services and processes. Take action accordingly.
Identify top senders based on email volume and sentiments to address customer concerns effectively and efficiently.
View the agents that receive the highest volume of positive or negative emails, highlighting areas for improvement or recognition.
View how the number of agents a work item is assigned to affects client sentiment. Take action accordingly.
View how the length of time a work item is open for affects client sentiment. Take action accordingly.
View how meeting and not meeting the SLA on a work item affects client sentiment. Take action accordingly.
View how reopening work items affects client sentiment. Take action accordingly.
View how raising defects on work items affects client sentiment. Take action accordingly.
See below for a complete list of all the available data fields that can be used within the Sentiment Analysis report:
The User Insights report provides information about a team such as when they are due to go on leave and how they are feeling. This allows team leaders to take prompt action and make adjustments to cover any team absences or drops in team morale.
Access to and the ability to edit the User Insights 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
Here are some of the type of information which can be found within the report
Optimize resource management by exploring your team's leave dynamics.
Strategically plan downtime using public holidays and breaks for work scheduling.
Understand team productivity through efficiency analysis and time allocation metrics.
Enhance performance by assessing team morale and fostering a positive work environment.
Cultivate consistent success with daily mood assessments, promoting productivity and positivity.
See below for a complete list of all the available data fields that can be used within the User Insights report:
| Table | Fields | Description |
|---|---|---|
| Table | Fields | Description |
|---|
| Table | Fields | Description |
|---|
| Table | Fields | Description |
|---|
Activity
Active Users
Count of users who are active on a selected date
Activity
Total Hrs Logged
Total time in hours spent by an Agent on all the Work Items they worked on for the selected date range
Activity
Total Users
Total number of users responsible for all the Work Items in a Queue
Activity
Activity Type
The type of activity performed on the Work Item by an Agent (e.g. 'Saved' or 'Completed')
Activity
Duration in Sec
Time spent in seconds on a Work Item by an Agent. Manually entered time is considered if available.
Activity
StartDate
The Work Item activity Start Date in date/time format
Activity
StartDate_date
The Work Item activity Start Date in date only format
Activity
User Name
The user who performed the activity
Context
Contract
The name of the contract
Context
Customer
The name of the customer
Context
Service
The name of the service
Context
Supplier
The 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
Number of Work Items that have defects
Defects
Date Raised
Date on which the defect was raised for a Work Item
Defects
Defect Category
Category of the defect
Defects
Description
Description of the defect
Defects
Status
States whether the defect is resolved or not
Feedback
Avg. rating
Average of ratings for each Work Item
Feedback
Rating
User rating for each Work Item
Feedback
Reference
Reference number of a Work Item that has feedback
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
Ageing Category
Grouping of Aging in Days into different buckets
Work Items
Ageing In Days
Ageing 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
Is Reopened
Tickets that got opened after going to resolved status
Work Items
Reference
Reference number of each Work Item
Resolved Date
Work Item resolved date in date/time format
Resolved Date_date
Work Item resolved date in date format
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
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 |
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 | Year | Year of the dates |
Feedback | Comments | Feedback comments given on each workitem |
Feedback | Logged | Feedback logged date in date time format |
Feedback | LoggedDate | Feedback logged date in date format |
Feedback | Rating | Feedback rating from 1 - 5 |
Feedback | 6M Moving Avg(Ratings) | 6 months moving average over the number of ratings. To be visualised against dates. |
Feedback | Avg. Rating | Average ratings given across all workitems |
Feedback | Total Ratings | Total number of ratings given |
Feedback Types | Feedback Type | Ratings grouped as Happy, Unhappy & Neutral |
Process | Process | Name of the process each Work Item belongs to |
Process | Process Group | Process group given for Cases / Tickets |
Process | Work Item Type | Type of the Work Item (Ticket, Action or Case) |
Sentiment Scores | Logged | Email logged date in date time format |
Sentiment Scores | LoggedDate | Email logged date in date format |
Sentiment Scores | Sender | Email sender's full name or email address (depending on whichever is availible) |
Sentiment Scores | Sentiment Confidence | Confidence level of the email classification (or sentiment score) in percentage (0 - 100%) |
Sentiment Scores | 6M Moving Avg | 6 months moving average over the number of emails that have sentiment scores. To be visualised against dates. |
Sentiment Scores | Email Count | Total number of emails that sentiment score |
Sentiment Scores | Work Item Count | Total number of workitems with emails that have sentiment score |
Sentiment Types | Sentiment Type | Types of sentiment (Positve, Negative or Neutral) |
Ticket Categories | Ticket Category1 | Ticket Category level 1 |
Ticket Categories | Ticket Category2 | Ticket Category level 2 |
Ticket Categories | Ticket Category3 | Ticket Category level 3 |
Users | User Name | Full name of the user responsible for the work item |
Users | Email Address | Email address of the user responsible for the work item |
Users | Team Manager | Full name of the manager of the users responsible for the work item |
Work Items | Assigned User Count Groups | Grouping of Assigned User Count into different buckets (e.g., 0, 1-3, 3-5, 5-7 etc.). Assigned User Count is the unique number of users assigned to the work item througout it's lifecycle (from start to end). |
Work Items | Customer Duration(Hrs) | Total time (in working hours) taken to complete the work item as per the customer calendar. Value will be blank if the work item is still in progress. |
Work Items | Customer Duration Groups | Grouping of Customer Durations into different buckets (e.g., 0-24, 24-48, 48-72, 5-7 etc.) |
Work Items | DueDate | Work Item Due Date in date time format |
Work Items | EndDate | Work Item End Date in date time format |
Work Items | Has Defects | Whether the Work Item has defect or not (Yes or No) |
Work Items | Is Reopened | Tickets that got opened after going to resolved status |
Work Items | Reference | Reference number of each Work Item |
Work Items | ResolvedDate | Work Items Resolved Date in date time format |
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 | Title | Title of the Work Item |
Work Items | Supplier Duration(Hrs) | Total time (in working hours) taken to complete the work item as per the supplier calendar. Value will be blank if the work item is still in progress. |
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 | Idle 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. |
