New Feature: Embedded Reports

Overview

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:

Accessing Reports

You can access reports from the brand new section in the Work Manager the nav menu.

Clicking on the main Reports link will open up the Reports page, with the default 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.

Report Structure Overview

Once you've opened up a report, you'll see the report name and when it was last updated at the top.

The 'All Reports' button will show you the list of reports that you have access to, divided into various sections:

• 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.

Personalizing a Report

All users have the ability to personalize a report to get the data to show just how they want.

There are a number of filter options at the top that you can apply to the report. You can choose to filter the report by, customers, contacts and so forth, plus specific types of Case or Ticket (under the Process dropdown) and certain Queues or work in a given state. If you want to remove all these filters, click on the main Filter display button and scroll down to find the Clear Filters link.

Hovering over a visual also gives you further editing options. Links in the header of each visual will let you drill down and apply further filters.

If you click on the personalize link you'll see much more options that you have to play with. You can change the visualisation type to show your data in a different way and you can change the data fields used in the visual.

The data fields you'll have access to will depend on the report you have access to - each report has its own set of data fields. If you have access to a report, you have access to all of the data fields within the report too.

For example, the 'User's Overview' report, and any report which was created from it, displays data about you and your work. The Team View report or, again, any report created from it, allows access to data about your team and the work in your business area more generally.

If there are any of your custom data fields that you'd like to see in your reports, ask your admin to get in touch with Enate Customer Support to get these made available for you.

You can also export an individual visual into Excel. There's also a 'focus' option to give a dedicated view of a single visual, and you can also choose to see the underlying data in a table.

You can easily discard your changes at any time by reverting back to the previous view of a visual.

You can find out more about the editing options you have from Microsoft's own Power BI documentation, available here:

You can also 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.

Saving a Report

You can save your personalized report so that you can access it easily ongoing by clicking the 'Save As' button.

Depending upon who originally created the report, there are a couple of options when it comes to saving a report:

• If you have made adjustments to a report created by someone else, you will have to save the report as a brand new (the 'saved as a new report' checkbox is auto-selected for you) since it's not your original report.

• If you have made adjustments to a report created by yourself (and the report is in your 'My Reports' section), you can either:

  • Update the existing report by clicking on 'Save As' and then de-selecting the 'Save as a new report' option

  • Save the report as a brand new report by clicking on 'Save As' and then selecting the option of saving the report as a brand new report

Once you have clicked 'Confirm', the saved report will appear in the 'My Reports' section, which you can access from the main system header, or from the reports list in your reports page. All your saved reports will appear here.

Advanced Mode

In addition to all the 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:

Sharing a Report

You can also share reports with other users by clicking on the 'Share' option and selecting which users you want to share it with.

The report will then show in the user(s) Shared Reports section.

You can also copy the Report link URL here too, if you want to share the report via another app.

Reports that have been shared with you will appear in your Shared Reports list.

Deleting a Report

When it comes to deleting reports, there are a few of things to be aware of.

• You can delete any of your own personalized reports i.e. any of the reports under the 'My Reports' section.

• You can delete any reports that have been shared with you i.e. any of the reports under the 'Shared Reports' section. Deleting a report that has been shared with you will not delete the report for anyone else.

• You cannot delete an original standard report. However, if you have personalized a standard report and saved that personalized report (and it therefore appears under the 'My Reports' section), you can delete that personalized report (see above point).

• Deleting a report that you have shared with another user will delete the 'original' report for you, as well as deleting the shared report for the other user. The report will also no longer be accessible for that user via a saved URL link.

• Any reports deleted by yourself will still be accessible via a saved URL link.

Standard Reports Available

At the moment, Enate provides two standard, out of the box reports:

• Team View Report

• User's Overview Report

Your user role will determine which standard reports you are able to see.

Team View Report

The Team View Report shows you data about work in Queues that you manage or are a part of.

The Team View Report contains the following available data sets:

User's Overview Report

The User's Overview Report shows you data about your own work.

The User's Overview Report contains the following available data sets: