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Here's an overview of some of the feature updates you'll find in version 2023.4 of Enate
There's more integrated support for managing approvals in your flows, with the introduction of 'Approvals' Action types. This can deal with various kinds of Approval request types, such as an incremental multi-level set of requests to handle one after another, or sending approval requests to a group of people in one go, needing one or all to approve in order for your the business process to continue.
Supports multi-level, incremental request sending as each level is approved
Supports sending request to groups and requiring any approval / all approval to continue
Upload your Business rules for approver selection (no matter how complex), make complex decisions on approves dynamically as part of your flow,
We have added another integration to our expanding range of EnateAI components - this time we're releasing EnateAI for IDP, starting with Document Extraction. It's available now in your Enate Marketplace. When enabled, this will automatically extract the relevant data from files attached to incoming mails and turned it into structured data to be used in your processes. If the results of the scanning falls below a confidence threshold, the data is presented to Agents to review and adjust as necessary via Validation screens. This integration is also now available in Marketplace from other providers such as Infrrd and Azure.
We've added a new feature in Marketplace for document classification - when this is switched on, the system analyses all attachments in incoming emails, assesses how they should be classified, and tags them accordingly in your Work Items, saving your Agents' time and effort.
We've expanded the ability to auto-add content into emails based on tags to cover links as well as file attachments. Now, when email templates are being constructed, relevant links from your Work Item can be injected into your emails. Just specify the location you'd like them to appear in and which tags the system should look for to add.
We've added a new optional feature to help with insights and visibility on people's availability - this is to help Team leads and operations managers with better scheduling of work by giving them a view of where time is being spent day-to-day.
We've made some important changes to how your home page grid works, to keep the Inbox focussed on the work which needs doing. If it's assigned to you or one of your team members, or it's in a state of To Do or In Progress, you'll see it in the Inboxes. Everything else, such as items in a Wait state, you'll find in the Owned Work views.
We have added another integration to our expanding range of EnateAI components - this time we're releasing EnateAI for IDP, starting with Document Extraction. It's available now in your Enate Marketplace.
The EnateAI Document Extraction component automatically extracts the relevant data from the 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. 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 EnateAI for scanning, and processed JSON output files will be returned and automatically attached to the Case. The JSON files give you a structured breakout of data from within these documents, allowing for much easier and slicker downstream processing by further external systems and technologies.
When a case is started in Enate by an incoming email with files attached, the agent can assign Tags to the individual files (or you can use EnateAI's Document Classification integration to have the system do this for you automatically). Once this is done, the case can move onto an EnateAI Document Data Extraction Action which has been set in the case flow.
The action will process all files that are tagged with the tags it has been configured to pick up. Once processed, if EnateAI is confident in its extraction results, the action will continue to the next point in the case flow, without the agent needing to intervene. A JSON output file of the extracted data (in a structured format) gets attached to the case, and the action will close automatically. Agents can still click to view the Action if they wish to, which will show the completed document extraction(s) and any output JSON files in the 'Files' tab.
If EnateAI confidence in its data extraction result drops below the designated threshold, the system will automatically set the action to be picked up by a human agent to process. When the agent opens the action they will see that it is in a state of 'To Do' - any documents needing their input will be marked with 'Requires verification'.
To verify the problem files the agent just needs to click on the 'Verify Now' button and scroll to the EnateAI Validation Station screen to review and amend contents.
On this validation screen the agent will be able to see a scanned copy of the file, which can be multiple pages, alongside three tabs showing extracted data.
The Extracted Data tab shows the agent key value pairs of the extracted data along with the confidence level that EnateAI has given them. The values can be adjusted when necessary and are saved once the agent clicks the update button for that value. Doing so will set the confidence value to 100% for that Key.
The Tables tab shows any repeating data that has been picked out as a table.
The Additional Data tab shows additional data that has been picked up from the document. EnateAI's document data extraction technology allows Agents to take this kind of data and actually promote it up to being a Key / Value pair that will be shown on the Extracted Data tab, allowing the Agent to not just adjust the proposed values of recognized keys but also adding further keys if they have not been picked up.
If the agent needs to leave the Validation Station screen at any time they can just click 'Save as Draft' to save their changes. Once an agent is happy with the data all they need to do to submit the updated data is to click 'Submit Validation'.
Once all files requiring verification have been verified by the agent, the action will automatically be marked as Resolved and will then move to Closed.
Setting up EnateAI for IDP - Document Extraction is extremely quick and simple - only two quick steps are needed:
Switch on EnateAI - Document Extraction in Builder's Marketplace
Add an 'IDP Data Extraction Action' into your Case flow.
To activate the EnateAI Document Extraction component, Builder users navigate to the Enate Marketplace, use the filters (Provider and/or Category) to find the component and then click to activate. This will instantly activate the component without the need to input any additional keys as would be needed with similar integrations provided by external technologies .
You can then add 'IDP Data Extraction' Actions into your desired Case flows in Builder. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one. To create an IDP Document Extraction Action in a Case, from the Action selection drop-down select to create a new Action.
Give the Action a name, add a description if you wish and for its type, select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.
On the Action Info tab you will need to set when it's due and set an Allocation rule (i.e. where to route the Action if it needs to be manually reviewed by an Agent when the technology's confidence levels aren't high enough).
There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager - though remember that the Validation Station screen will automatically show in such circumstances.
Next, go to the 'IDP Document Extraction tab' for the Action to define the settings which specifically relate to the approval activities.
You'll need to fill in:
The Extraction Model - this is the ID of the model you want to use for that process. See this section for more information on Extraction Models.
The Input File Tag - the tag that the document must be tagged with in order for the Action to pick it up and perform data extraction on it. For example, setting this to 'Invoice' will ensure that only files tagged as 'Invoice' will be picked up. All other documents will be ignored by the Action.
The Output File Tag - the tag that the Action will assign to the file once the document extraction process has completed. For example, you may want to set a value of 'Processed' for any documents will have been picked up.
Once you have filled in the above settings details, you can set the Case live and you'll now have automatic document data extraction working on your Case process.
EnateAI offers a range of extraction models to use when configuring your IDP Document Extraction action.
The current Extraction Models available are:
Business Card
Contract
General Document
Health Insurance Card
ID Document
Invoice
Receipt
US Tax Document Model
In this release, we've added the ability to create, manage and use approval request flows in Enate using the new dedicated 'Approvals' Action type.
Often within the Case flows of business processes which are built in Enate there are points where external people (i.e. people working outside Enate - this could be business managers within your company or the relevant client company) need to sign off on activities before the process can continue. Payroll processes are good examples of such processes, where client management need to sign off on payroll reports before the process can be allowed to continue.
Enate's Approval Action is built to specifically support these scenarios in a more integrated way - to ensure that this 'approval cycle' is tightly managed and visible within the flow of activities in Enate. When an Enate Case reaches an Approval Action in a flow, things then work as follows:
Enate uses uploaded business rules to determine the Approvers to whom approval request emails should be sent (standard email templates are available, but these can be modified to contain information sufficient for approver to review what is being requested). See dedicated section describing how your approver business rules can be uploaded into Builder.
Once the approvers are determined, Enate sends out Approval Requests and then Waits for their response. Depending on the type of approval defined, this might send out one request after another (awaiting approval from the first) in a multilevel request, or might send the request to a group of people in one go, waiting for either one or all to approve before continuing. Note: While this is happening, the Approval Action in Work Manager sits in a state of 'Wait for more Information'
Those approvers can then approve or decline, via a link in the email sent to them which takes them to an online form.
Once all required Approvals have been received, the Case process can continue again*.
*Important note: If the approval action times out with no or insufficient responses, current system behaviour is that the Case flow will recommence as if full approval was received.
There may be some exception scenarios to the above where an Agent in Enate can access the Approval Action in Work Manager to carry out any required activities. The can be:
No approvers (or insufficient approvers) have been determined automatically. The Agent needs to add approver names and set the Action to 'Wait for more Information' in order for the system to send out approval request mails.
The approval has been declined. The Agent then must either organise whatever adjustments may be necessary before setting the Action back to 'Wait for more Information' in order for the system to send out approval request mails, OR mark mark the activity as unable to resolve, OR mark the Action as 'Resolved', which will approve the request and move the Case on in the flow.
To start using approval flows in Enate, you'll first need to set up a few things up in in Builder before it can be used in Work Manager at runtime. The things you need to set up are:
To set up an approval flow within your Case flow, you just add a single Approval Action. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one.
Approval Actions can be created in the same way any other Action is created in Enate: either from the Service Line page, or directly from within your Case flow.
To create an Approval Action from the Service Line page, select to create a new Action under the desired service line, give the action a name and a description and choose approval action from the type drop down. You can also give the Action approval type a global checklist if you wish.
To create an Approval Action directly from the Case flow itself, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.
Give the Action a name, add a description if you wish and for its type, select 'Approval'.
When you click 'OK, the Action will be created and added to the Case flow.
Once you have added your approval Action to your flow, you will then need to fill out its settings.
On the Action Info tab you will need to set when it's due and set an allocation rule.
There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager.
Next, go to the Approvals tab to define the settings which specifically relate to the approval activities.
You'll need to fill in the Approval Type. There are three approval types that you can choose from:
If you have selected 'Multilevel' as your approval type, you will also need to add how many approval levels you would like the request to have, up to a maximum of 3. If you have selected either of the two parallel approval types, the approval levels will automatically be set to 1.
The person who will make the approval decision will receive an automated email containing the information they need to make the decision.
You can set the template of that email in the Email Templates section of Builder.
You can either select one of the system standard templates, depending on the approval type, or you can select from one of your own custom email templates.
There are two system standard templates available:
Approval Request Multi-Level - make sure to select this option if you're approval is multilevel
Approval Request Parallel - make sure to select this option if you're approval is a parallel request
If the system standard templates don't quite meet you needs, you can modify the existing pre-created approval templates, or create your own from scratch. When you are creating your own from scratch, make sure to set the purpose of the template as 'approval request' in order for it to appear as an option for you to choose from when you are designing your approval process in the Case screen.
You can insert or edit the approve and decline buttons on your email using the 'Insert Approval Buttons' option.
These buttons are editable using the button details pop up.
You can also add approval-specific custom fields to the template which will auto-populate with the details relevant for each specific approval request.
These fields include:
Approval Accept Request Link - inserts a hyper link to the approval acceptance page
Approval Decline Request Link - inserts a hyper link to the approval decline page
Approver Level - inserts the level of approver (this will only be relevant for multi-level approvals)
Other Approver Names - inserts the names of the remaining approvers (this will only be relevant for multi-level approvals)
Total Number of Approvers - inserts the total number of approvers
Type of Approval - inserts the type of approval (i.e. multi-level and parallel)
Once you save it, you can select to use this template in your approval processes from the Case flow.
At runtime, when the flow of a Case reaches your approval action, the email will be automatically sent out to one or more approvers. The mail links for approval decision will take them to the relevant approval decision page, let them confirm a decision and add any comments if they want. If they've decided to decline the request, they will have to specify an approval decline reason. The approval decline reasons they can choose from are set in Builder, see the following section to find out more.
At runtime, if an approver decides to decline a request, they will have to specify an approval decline reason.
The approval decline reasons they can choose from are set the 'Reasons for Approval Decline' section of the System Settings page in Builder.
There are a number of default, out-of-the-box reasons, which include:
If these don't quite meet your needs, you can also create new approval decline reasons. To create a brand new reason, click on the plus symbol.
Give the reason a name and a description and click to create.
You can always edit an approval decline reason after it has been created by clicking on it and editing its details in the subsequent pop-up, and you can delete a reason by hovering over the reason and clicking on the 'X'.
The most important part of this approval action set up to be aware of is supplying the rules which determine who approval request are to be sent to. There can be any number of different business rules, from the simple to very complex, involved here. Rather than create a dedicated rule interface in Builder for you to try to build them directly there (which would be very unlikely to cover such a wide range of required business scenarios), we instead use an approach where you can upload an Excel file where you can define whatever business rules you need to, as long as the result passes up to Enate the names of the individuals who are to be the approvers.
You can download an Excel template from the Approval Rules section of the System Settings page in Builder that you can use as a guide for your own rule creation.
The first sheet of the template contains instructions about how you should correctly format your own approval rules.
Some of the excel template consists of standard sections where you'll need to provide data in a certain way, while other sections are more freeform where you can enter whatever business logic you need to. Note that the variables defined will need to be information Enate has access to, and the Approvers specified will at least need to have a Contact record set for them within the system.
The Input Parameters sheet is were you define the values that they will use in their rule conditions.
The Rules sheet is where users define your rule conditions. These rules should be based on the Input Parameters specified in the Input Parameters tab.
The Approver sheet is where you provide their approvers, and their approval levels. When an approval process is triggered in Enate, Enate will use these values to determine who to send the approval request to.
Whenever an Approval Action is triggered in a workflow, Enate will automatically run through the rules in the Excel template (passing in whatever variable values are asked for from the work item) extract the resulting approver names and email addresses and then send the approval requests to those individuals.
Once you have uploaded a valid rule file, it will be marked as having 'Validated Changes' .
This means it can be used for testing in Work Manager using test mode. Once you have done your testing and you are happy with your rules, set the rules sheet to live so that it can be used in live processes.
You can also download, delete and view the activity history of the rules file using the ellipses menu on each uploaded sheet.
Approval requests get sent out to agents working externally from Enate to approve or decline.
There are a few different types of approval that affect how the decision is made:
In a multilevel scenario, the request email is sent to each new level upon successful approval from previous, up to a maximum of 3 levels. If any person declines, the approval is declined.
In a parallel any scenario, the request email is sent to all approvers and the first decision is taken.
In a parallel all scenario, the request email is sent to all approvers and ALL must approve for the request to be approved. If any decline, the approval is declined.
If the request gets approved by all necessary parties, the approval Action gets successfully resolved and closed automatically, so no Work Manager Agent will need to pick it up, although the closed Action can always be viewed by manually clicking on it.
There are, however, a couple of scenarios where a Work Manager agent might need to pick up and further process an approval Action, if the approval has been declined or if the agent needs to add in approvers because one or more required approvers is blank.
In the scenario where an approval request has been declined, the Action will move into a state of 'To Do' and so will ultimately need to be dealt with by a Work Manager Agent. They should review the approval decline reason provided by the approver and decide how to proceed. They can either:
Update as needed and Resend the request by setting the Action to 'Wait'. This will auto-send out the approval request email again** and place the Action in a state of 'Wait for More Information' - since we're waiting for external information (an approval response) to be registered back into the system before activity can proceed.
Mark the Action as Unable to complete. This will alert the Case owner who then needs to decide how to proceed - perhaps by reworking the Case or closing the Case entirely.
Mark the Action as Resolved which will manually mark the request as approved. The Case with then progress to the next Action.
**Note: Approval request email sending will start again from the beginning, i.e. all requesters will be mailed again. If they click on any previously sent emails, they will be met with a message telling them that THAT specific approval request is no longer valid, as the details of what is being requested may have changed).
In the scenario where an agent needs to add in approvers because one or more required approvers is blank (or make changes which result in the approval requests needing to be sent out again), the Agent will pick up the Approval Action in a state of To Do. Once they have finished making any adjustments and / or filling in missing Approver names, the must then place the Action in a state of Wait. Once they do this will auto-send the approval request email and then move the Action to a state of 'Wait for more information' as it is waiting for external info (approval) before proceeding.
Note: While an Approval Action is state of 'To Do', or 'In Progress', external parties who were mailed out approval requests will NOT be able to approve or decline. Instead the will be met with a message informing them that the item in question is currently being processed. Work Manager Agents MUST move the Action back to a state of 'Wait for more information' if they wish the approval activity to recommence.
By default, Approval Actions will continue in their current state when the action reaches its Due Date, even if sufficient approvals have yet to be received. If, alternatively, you would like the action to time out at that point, you can switch the 'Auto-complete on Timeout' setting in the General Settings for this Action to ON (the default for this is OFF). Set like this, upon reaching its due date the Action would instead close and the Case will be flagged for an Agent to look at and resolve as they see necessary, e.g. starting another Approval Action or reworking the Case from a previous point. The Case would not resume until the Agent has specified how to do so.
We have added a new provider for our Document Data Extraction component, available in Enate Marketplace. You are now able to use Infrrd as your technology provider for this component.
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 Marketplace section of Enate Builder. More variations will become available in Marketplace over time.
Check out this video to find out more:
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 they next hit 'pull from Queue' in their home page, to pick up and look over. When an agent opens the Action, they'll see that it's been given to them because some further checks are required.
To do this, the agent 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 the agent 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 the agent is happy that the extracted data is as desired, they can click to mark the Action as completed successfully.
There are a few steps to follow when it comes to switching Document Extraction component on with Infrrd.
You'll first need go to the to Marketplace section of Enate Builder and click to activate the Infrrd Document Extraction component.
In the following pop-up, you'll need to add the URL and account ID of your Infrrd platform, as well as the model(s) you want to use.
To add a model, you'll first need to make sure that it is already configured in your Infrrd platform. You'll then need to enter the following information, all of which can be found in your Infrrd platform.
Model ID
Model name
API key
You can add as many models as you like. These models are what determines how documents get classified. For example, you might have configured a model that is trained to only identify invoices, so that would be the model you would want to use for your invoice processes.
Once you have entered all of the above information, you'll need to test the connection.
Once the connection has been tested successfully, click to activate.
You'll then need to set up your Case flow to support the Document Extraction component. This involves adding an 'IDP Data Extraction' Action in Enate Builder to use in your desired Case flows.
You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one.
IDP Data Extraction Actions can be created in the same way any other Action is created in Enate: either from the Service Line page, or directly from within your Case flow.
To create an IDP Data Extraction Action from the Service Line page, select to create a new Action under the desired service line, give the action a name and a description and choose approval action from the type drop down. You can also give the Action a global checklist if you wish.
To create an IDP Document Extraction Action directly from the Case flow itself, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.
Give the Action a name, add a description if you wish and for its type, select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.
Once you have added your approval action to your flow, you will then need to fill out its settings.
On the Action Info tab you will need to set when it's due and set an Allocation rule.
Note that this Allocation should be who the Action should go to to review if the extraction technology is not confident enough in its data extraction results. 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.
There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager.
Next, go to the IDP Document Extraction tab to define the settings which specifically relate to the approval activities.
You'll need to fill in the Extraction Model - this is the ID of the model you want to use for that process.
You'll also need to fill in the input and output tags. The input tag is the tag that the file/document must be tagged with in Work Manager in order to be eligible for document extraction processing. The output tag is the tag that will be assigned to the file/document in Work Manager once the document extraction process has completed.
Once you have filled in the above settings details, set the Case live.
We've made some important changes in v2023.4 to how your home page grid displays data, to keep the Inbox focused on the work which needs doing. We've listened to your feedback and reverted primarily to the way the system behaved prior to recent logic changes we made which had results in items in a Wait and Resolved state show in the Inboxes. This pattern has now been removed.
The headline explanation of Grid display rules in your Home page is now as follows:
If it's assigned to you or one of your team members, or it's in a state of To Do or In Progress, you'll see it in the Inboxes.
Everything else, such as items in a Wait state, you'll find in the Owned Work views.
For a more detailed breakout of all scenarios, see the table below:
| Work Item Context | Where it displays |
|---|
If at any point EnateAI is not confident enough of the results, based on a , 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.
All of these Extraction Models come from ensuring an industry standard. More of Azure's pre-trained models will be made available for users of EnateAI in coming releases. If you wish to investigate these extraction models further, follow the link below to Azure's official documentation:
In addition to EnateAI, other Integration Providers can be found within Marketplace which provide this kind of Document Data Extraction, including and . More integration providers will become available in Marketplace over time.
See the section for more detailed information around this. This is found within the section.
- setting up the email the person who will make the approval decision will receive
- these are the reasons an approver can select from when declining a request
- supplying the rules which determine who approval request are to be sent to
Note that this Allocation is NOT for sending to the approver, this determines where that Action would be routed to in Work Manager should any issues be encountered. The actual Approval decision doesn't happen in Work Manager, it's a mailed out link, and the rules for determining where it should go aren't managed this way - see the '' section for an explanation.
| Approval Type | Use | Note |
|---|
In the Approval Request Email column, select which approval email template you would like to be sent out to the approvers. See the to find out how to create and adjust approval email templates.
| Approval Decline Reason | Description |
|---|
Multilevel | More than one level of approval is required. Request is sent to the first-level approver and, only if approved, onto the next level, and so on, up to a maximum of three levels. | If you've selected Multilevel, you will also need to add how many levels of approval are needed in the 'Approval Levels' column (maximum 3). |
Parallel Any | The approval request is sent to multiple people at the same time, and the decision is taken from the first one to respond. | A maximum of 5 approvers can be specified at runtime. |
Parallel All | The approval is sent to multiple people at the same time, and approval is needed from all of them. If any decline, the approval is declined. | A maximum of 5 approvers can be specified at runtime. |
Budget Constraints | The requested funds exceed the allocated budget or available funds for the specified period. |
Duplicate Requests | The same request has been submitted multiple times. |
Incorrect or Incomplete Information | The submitted data or documentation is inaccurate, incomplete, or contains errors. |
Missing Supporting Documentation | Required supporting documents, such as invoices, receipts, or contracts, are missing. |
Policy Non-Compliance | The request or transaction violates company policies, regulatory requirements, or compliance standards. |
Vendor or Partner Issues | The proposed vendor or partner has encountered issues or concerns that impact the request's viability. |
Any Case/Ticket/Action with an Assigned User | Inbox |
Any Case/Ticket/Action with the “More Information” flag set that is configured to use Queues | Inbox |
Case with the “Problem” flags set that is configured to use Queues | Inbox |
Any Action in a To do / In Progress state that is configured to use Queues | Inbox |
Any Ticket in a To do / In Progress state that is configured to use Queues | Inbox |
Any Case in a To do / In Progress state with an Owner that does not have the “More Information” or “Problem” flag set that is configured to use Queues | Owned Work |
Any Case/Ticket/Action in a Wait State with an Owner where Queues are configured | Owned Work |
Any Case/Ticket/Action in a Wait State with an Owner where Queues are not configured | Owned Work |
Any Case/Ticket/Action in a Wait State without an Owner where Queues are configured | Owned Work |
Any Case/Ticket/Action in a Wait State without an Owner where Queues are not configured | Not displayed |
Tickets placed in a Wait State at the same time as changing the Category where Queues are configured | Owned Work |
Tickets placed in a Wait State at the same time as changing the Category where Queues are not configured | Not displayed |
Tickets already in a Wait State when the Category is changed where Queues are configured | Owned Work |
Tickets already in a Wait State when the Category is changed where Queues are not configured | Not displayed |
Cases automatically created by Schedule that no User has ever updated where Queues are configured | Owned Work |
Cases automatically created by Schedule that no User has ever updated where Queues are not configured | Not displayed |
Case/Ticket/Action without an Assigned User or Owner where Queues are not configured | Not displayed |
When new emails arrive into Enate, the system analyses the email to determine whether it’s a brand new request or related to an existing one, and then determines how to proceed.
We have added another option for how you choose for emails to be processed to existing Work items. You can now set a 'Plus Addressing ONLY' option which will match emails solely using plus addressing rules.
Previously, when Plus Addressing was switched on the system would use plus addressing information AND the standard email processing rules to try to match it with Work Items. This option is still available under the newly named 'Mixed-mode' option.
The options for email processing are now as follows:
Plus Addressing OFF - Plus Addressing is completely disabled and emails are matched using the standard email processing rules only (i.e. those not used in Plus Addressing).
Mixed Mode - Plus Addressing is enabled and emails are matched using both plus addressing AND the standard processing rules standard email processing rules.
Plus Addressing Only - Plus Addressing is enabled and emails are matched using plus addressing ONLY.
Note that the default value is set to 'Plus Addressing OFF'.
Depending on how your email server is configured / what changes you may have recently made, here is our recommendations for which of these modes to use:
If your email server is configured to support plus addressing, we recommend that you use Plus Addressing Only.
If you are transitioning from Plus Addressing OFF mode to include plus addressing, we recommend that you use Mixed mode for a short amount of time to ease the transition before switching to Plus Addressing Only mode.
If your email server is not configured to support plus addressing, you should use Plus Addressing OFF mode.
Important Note: You should only switch Plus Addressing on in Enate AFTER your Email Administrators have confirmed that your email servers are set up to support Plus Addressing.
Plus Addressing is an industry-defined feature which allows the automatic addition of information into an email address when a mail is being composed. Systems can then subsequently use this additional information if they know to look for it within the email addresses, while still ensuring that the mail gets to its intended recipients. In Enate, we make use of Plus Addressing by automatically adding the reference number of a Case, Action or Ticket (e.g. '101203-T') into the email address of any emails that we know should be being subsequently shared with that work item.
Adding this extra information into the email addresses of mails relating to work items allows us to run an additional layer of processing logic for any response emails which come back in as responses from them. The logic is fairly simple: If a work item reference number is recognized as part of any of an email's target mail addresses, that mail is shared with that work item.
Doing this massively reduces the chances of creating unnecessary work items when sending emails back and forth - particularly useful when there are multiple separate work items being actioned across multiple separate teams in Enate to deal with larger queries.
If an Agent is emailing out a reply to a query that has arrived into the mailbox 'info@enate.io', upon sending the emailback out, Enate will auto-populate the From email address with a plus sign (+) followed by the reference number of the work item as a tag, so the From email address coming out of Enate will look something like this: 'info+123-T@enate.io'. The underlying structure of this is: [email connector address][+EnateRef]@[email domain].
Similarly, if the person sending the email out from Enate includes other Enate email addresses (e.g. they're copying in other internal departments) where there might also be a linked work item the email could be shared to, the system will allow the sender to share their mail with these other departments - it does this by adding in further work item references to the other departments' email addresses.
Check out this article showing how Working Between Teams is improved by this approach.
Additional advantage: Plus Addressing can match an email with multiple work items. The standard email processing rules can only match an email with one work item.
In Plus Addressing OFF mode Plus Addressing is not used, so incoming emails will be matched using the standard email processing rules. Plus Addressing OFF mode will match with a single work item. Plus Addressing matches with multiple relevant work items, if they exist.
The system will look at the following list of criteria in order and if it finds a match, it will stop searching (i.e. first one wins). The order this runs in is as follows:
1) Header ‘in-reply-to’ value – the ‘in reply to’ value in the header of the email. This value has the following structure:
<‘Unique email GUID’.’work item GUID’@‘Enate server that sent the email’.enate>
e.g. <d23a9d57-6006-4ab7-a412-8ca8ece2f3aa.2b8586bb-ef95-4020-9cf8-ed56a059b47e@SendingServerName.enate>
2) Unique identifier in email message body - If the incoming email has been sent as a response to an email which was sent out from Enate, it will likely contain a unique identifier tag as part of the email body text.
3) Work item reference in email subject
4) Work item reference in email message body
If no information can be identified to link the email to a currently running work item, the system will generate a brand new work item (Ticket or Case) based on the email’s configured routing rules. A confirmation email will be automatically sent back out to the requesting email address containing the reference number if the email route settings specified in Builder have ‘send response’ set to ‘on’.
If your email server is not configured to support plus addressing, you should use Plus Addressing OFF mode.
In mixed mode, Plus Addressing is enabled and emails are matched using BOTH:
Plus Addressing (to potentially multiple work items) AND
The standard email processing rules (which stops after it matches with a single work item). See this section for an explanation of the standard email processing rules.
If no information can be identified to link the email to a currently running work item, the system will generate a brand new work item (Ticket or Case) based on the email’s configured routing rules. A confirmation email will be automatically sent back out to the requesting email address containing the reference number if the email route settings specified in Builder have ‘send response’ set to ‘on’.
If your email server is configured to support plus addressing and you are transitioning from Plus Addressing OFF mode to plus addressing, we recommend that you use mixed mode for a temporary period to ease the transition before switching to Plus Addressing Only mode.
This is because any emails sent out before plus addressing was introduced will NOT contain plus Addressing information in the email addresses of any response emails coming back into the system. If you were running Plus Addressing Only mode, such emails would not be able to find a match and so would lead to undesirable creation of new work items, rather than matching to an existing work item.
Once you are comfortable that there are no / very few work items in your system which are still open but which started before Plus Addressing was enabled, you can then consider if you wish to move to Plus Addressing Only mode.
In Plus Addressing Only mode, Plus Addressing is enabled and emails are matched ONLY through Plus Addressing. This means that when new emails arrive into Enate, the system analyses the email according to the Plus Addressing rules and then determines how to proceed.
Note: Plus Addressing OFF mode will match with a single work item. Plus Addressing matches with multiple relevant work items, if they exist.
1) Plus Addressing used in the email address section - if a work item reference number is recognized as part of any of an email's target mail addresses, that mail is shared with that work item.
The underlying structure of this is: [email connector address][+EnateRef][@email domain]
e.g. 'info+123-T@enate.io
If no information can be identified to link the email to a currently running work item, the system will generate a brand new work item (Ticket or Case) based on the email’s configured routing rules. A confirmation email will be automatically sent back out to the requesting email address containing the reference number if the email route settings specified in Builder have ‘send response’ set to ‘on’.
If your email server is configured to support plus addressing, we recommend that you use Plus Addressing Only mode. However, if you are transitioning from Plus Addressing OFF mode to include plus addressing, we recommend that you use mixed mode for a short amount of time to ease the transition before switching to Plus Addressing Only mode. See Mixed mode for more information.
You might ask why you would bother moving on from Mixed mode into full Plus Addressing Only mode? Here is a business scenario which explains why running in fully Plus Addressing Only mode can be advantageous:
You can have a scenario where a query is sent in to the IT department. IT team sends a response back out from Enate informing the requester that this needs to be dealt with by HR (they may even even create a new Linked work item to for the HR department. Either way, further correspondence from the requester needs to go to the HR department, not the IT department.
If the original requester sends an email back in, removing the IT department's mailing address and making sure it is only being sent to the HR email address. How will this work in Mixed vs. Plus Addressing Only mode?
If you are running in Mixed mode, there could well be the original 'guid' stamp in the email chain which states 'this came out of Enate from the IT department'. So Enate will use the standard email processing rules to match the incoming mail with the IT department's work item which is NOT what is wanted here.
If pure Plus Addressing is used (i.e. Plus Addressing Only mode), then the mail won't go to the IT department. It will go to the HR department - either as a brand new request (if no plus addressing data was found), or into the existing HR request if plus addressing data for an HR work item was injected into the mail chain in a previous step.
In circumstances such as this where you want to fully switch a work item away from a department/team that was previously involved, you would want to use Plus Addressing Only mode and NOT Mixed mode. So, once you're comfortable that all open work items come from the point where Plus Addressing was switched on or later, we recommend you move to Plus Addressing Only mode.
If an agent writing an outgoing mail includes an email address which Enate knows is linked to an Enate mailbox, when they click to send the mail Enate will display a popup showing them: - All currently linked work items which were created as a result of a mail into that same mailbox - An option to create a NEW (automatically linked) work item.
Once the agent has chosen existing work items / created a new linked work item(s) to share their mail with, the mail will be shared with them, and the email will be sent out to any external / non-Enate using parties. Additionally, the work item references of THIS work item AND the ones it is behind shared with will be added into the respective relevant mail addresses which are part of the outgoing mail. This ensures that on ALL subsequent email exchanges - coming either from internal parties or external / non-Enate parties, those work item 'tags' in the addresses route the mail to share it with the required work items. Further things to note...
If an incoming mail is replying to a closed work item, the system will create new one.
Live and test items cannot be addressed in a single mail.
There is an option to hide work item matching data in email addresses when using Plus Addressing. This is available just in the System Settings section of Builder, just below where you choose your Email Processing mode.
Enabling this will add a 'Reply To' header for outbound emails where work item matching data will NOT display as plus addresses in the 'From' address.
The impact of this is that if the setting is enabled, instead of seeing emails with
'jane.smith+12345-T@acmecorp.org' in the from field, it will instead show simply as
'jane.smith@acmecorp.org'.
Note that this option is set to off by default.
See this article for further details.
When an email is being sent out from Enate which includes an Enate-linked mailbox in the To / Cc addressees and the specific work item reference number it would be appended to, Enate will perform this appending immediately before the mail is sent out. In order to avoid a duplicate appending when that email ultimately arrives back in to that Enate mailbox, Enate knows to recognize any incoming mails which have a ‘from’ address which has been used in the config settings of a Ticket / Case or Action, and it will NOT process that mail into Enate for that ticket.
A knock-on impact of this can be this: if as a configurer you are testing incoming emails, and you manually send mails to Enate from an account which has been used in the config settings of a Ticket / Case or Action (including retired versions), Enate will NOT append the email to a work item, nor will it create a new work item. As such, please pay close attention to the test mail accounts you select to send test emails into Enate from.
You must enable Plus Addressing in whichever email system you are using.
This article takes you through how to enable Plus Addressing in Microsoft 365:
This article shows you how to enable Plus Addressing in Gmail:
With version 23.4, Enate users now have access to a new Integration option: Document Extraction from AzureAI. This integration can be activated via the Enate Marketplace, then integrated into user's business flows (the same as you can EnateAI for IDP's Document Extraction) to help speed up the processing and extraction of data from Files attached to work items in Work Manager.
The Azure Document Extraction Integration automatically extracts the relevant data from the Files attached to incoming emails. 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 Azure for scanning, and processed JSON output files will be returned and automatically attached to the Case. The JSON files give you a structured breakout of data from within these documents, allowing for downstream processing by further external systems and technologies.
If at any point Azure 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.
When a Case is started in Enate by an incoming email with files attached, the agent can assign Tags to the individual files (or you can use one of the Document Classification integrations offered by Enate to have the system do this for you automatically). Once this is done, the case can move onto an AzureAI Document Data Extraction Action which has been set in the case flow.
The action will process all files that are tagged with the tags it has been configured to pick up. Once processed, if AzureAI is confident in its extraction results, the action will continue to the next point in the case flow, without the agent needing to intervene. A JSON output file of the extracted data (in a structured format) gets attached to the case, and the action will close automatically. Agents can still click to view the Action if they wish to, which will show the completed document extraction(s) and any output JSON files in the 'Files' tab.
If the confidence level returned by AI falls below a given threshold (which you can adjust in Builder if desired), Enate will place the Action into a state of 'To Do', ready for the next available agent to pick up. When the agent opens this Action they will be directed towards the file(s) that needs their review - these files will show a status of 'Requires Verification' in the main section of the Action screen.
To verify such files, the agent just needs to click on the 'Verify Now' button and scroll to the AzureAI Validation Station screen which is then displayed below, to review and amend contesnts. This can be displayed in-situe within the action screen, or in a popout screen to give more screen space.
On this validation screen the agent will be able to see a scanned copy of the file, which can be multiple pages, alongside three tabs showing extracted data.
The Extracted Data tab shows the agent key value pairs of the extracted data along with the confidence level that AzureAI has given them. The values can be adjusted when necessary and are saved once the agent clicks the update button for that value. Doing so will set the confidence value to 100% for that Key.
The Tables tab shows any repeating data that has been picked out as a table.
The Additional Data tab shows additional data that has been picked up from the document. AzureAI's document data extraction technology allows Agents to take this kind of data and actually promote it up to being a Key / Value pair that will be shown on the Extracted Data tab, allowing the Agent to not just adjust the proposed values of recognized keys but also adding further keys if they have not been picked up.
If the agent needs to leave the Validation Station screen at any time they can just click 'Save as Draft' to save their changes. Once an agent is happy with the data all they need to do to submit the updated data is to click 'Submit Validation'.
Once all files requiring verification have been verified by the agent, the action will automatically be marked as Resolved (and will then move to Closed).
How do you go about setting up AzureAI's document classification in your system? There are two main steps to follow:
Activate the integration in Enate Marketplace. This includes adding which 'models' of document type you wish to be available to the Integration (i.e. to tell it what different kinds of documents you want to be able to set the integration to analyse, such as 'Invoice' or 'Job Application')
Add Azure Data Extraction actions into your Case flow at required points, given some settings on what documents you want to be analysed, and which specific model you want the AI to use from the list of pre-defined models.
Before attempting to activate the Document Extraction from Azure integration in Enate, users must first ensure that they have an Azure account with the storage account and storage container fully set up. Information on Azure accounts and how to create one can be found here.
Once a user has their Azure account set up they should then go to Enate Marketplace, located in Builder, filter for AzureAI and then click to Activate the Document Extraction integration. This will cause a pop-up to appear which will need to be completed to successfully activate the integration.
Users will need to fill in the following information:
The URL (which is the 'Endpoint' URL found in a users Azure account)
The API Key (found in a users Azure Account)
The Azure Storage Account Name
The Azure Storage Account Key
The Connection String
The Storage Account Container Name
The Model ID
The Model Name
The Model API Key (same as the key for the API Key Box)
All of the information required above can be found in a user's Azure account apart from the Model ID which can be found from the complete list of Azure models here.
Users can add as many Model IDs as they want by simply clicking the 'Add More Models' button on the pop-up. This will create a new row per click in which the user needs to put the Model ID, Model Name and the API Key. To delete a Model ID a user needs only to click on the delete icon on the right hand side of the rows.
Once a user has filled out all of the required information they need to test the connection.
Once the connection has been successfully tested, users can click the final activate button.
Once you're activated the AzureAI data extraction integration, you can then add 'IDP Data Extraction' Actions into your desired Case flows in Builder. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one. To create an IDP Document Extraction Action in a Case, from the Action selection drop-down select to create a new Action.
Give the Action a name, add a description if you wish and for its type select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.
On the Action Info tab you will need to set when it's due and set an Allocation rule (i.e. where to route the Action if it needs to be manually reviewed by an Agent when the technology's confidence levels aren't high enough).
There's also general settings for the Action too, and ability to set a custom card, again only really for use in the event that someone needs to intervene and view the action in Work Manager - though remember that the Validation Station screen will automatically show in such circumstances.
Next, go to the 'IDP Document Extraction tab' for the Action to define the settings which specifically relate to the approval activities.
You'll need to fill in:
The Extraction Model - this is the ID of the model you want to use for that process. The Extraction Model options that can be chosen here are the Model Names specified in the Integration details (popup) screen in Marketplace.
The Input File Tag - the tag that a document must be tagged with in order for this Action to pick it up and perform data extraction on it. For example, setting this to 'Invoice' will ensure that only files tagged as 'Invoice' will be picked up from the Work Item. All other documents will be ignored by the Action.
The Output File Tag - the tag that the Action will assign to any analysed files once the document extraction process has completed. For example, you may want to set a value of 'Processed' for any documents which have been picked up.
Once you have filled in the above settings details, you can set the Case live and you'll now have automatic document data extraction working on your Case process.
The optional Insights feature lets you capture key information regarding a user's availability. This will 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 this is switched on in your system, when Agents log in they'll be asked for a quick rundown of any non-core activities they may have planned for the day, for example training or 1-2-1 meetings, and how they're feeling, plus expected work time for the next day. Agents can always revisit this in their main Insights page to confirm how things went, if they need to adjust.
Team Leaders can look at this information for each of their team members via this page and the accompanying Insights report to get visibility of how much core work time their team have available versus these other activities, and a break out of where that other time is spent - helping them plan work accordingly.
This feature can be enabled from the General Settings section of Builder.
When a user logs in for the first time that day, they will be met with a pop-up asking them how they are feeling, and to input information about what's on their plate for the day.
The user can either provide the data in the pop-up then and there or choose to do it later by clicking 'Not Now'.
If a user doesn't have time to fill in the data at that point and they select 'Not Now', they can access the pop-up again from the 'Insights' icon in the top bar. This icon will only appear if there is still data left to be filled in in the pop-up. If all data has been filled in, the icon in the top bar will disappear.
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.
The first bit of data a user is asked to provide is how they are they are feeling. They can select an emoji to represent how they are feeling and they can add a comment if they want.
The next sections of the pop-up will ask the user about information regarding their availability. They will be asked to plan their availability for the upcoming day, to confirm their availability for their last working day, and to plan their availability for their next working day.
The user's standard working hours will either be defaulted to their working hours as per their working calendar settings, set in Builder, or, if they have no calendar configured, it will default to 08:00 hrs. Their break time will be defaulted to 00:00. If these are not correct, the user should make sure to change it by clicking on the link.
They will then be taken to the Insights page where they can adjust the working hours and break time for that day.
Once a user changes their working hours or break values, this will be the default working hours values used going forward.
If they have no other activities other than their core work, they should select the 'I’m good- I’ve got the day clear' option.
If they have activities outside of their core work, they should add how much time will be spent on these activities by either using the sliders or by entering the time.
Note that a user can always make changes by using the main Insights page.
The pop-up will not appear when a user is on leave. Leave dates are set in the Insights page. When a user has taken leave, the pop-up will take this into account and will ask the user to fill in information for their last working day.
The Insights page, available from the main menu, is where users can go if they need to edit any of the data they have entered.
They can also use it to enter future planned leave and their non-working days.
Users who manage a team (i.e. users with the 'Set up Team & Queues' feature access option, set in the User Roles section of Builder) can also use it to view their team's availability and to make any necessary changes. Users with the will be able to see the information their team (i.e. the people who they manage) have entered.
Users without the 'Set up Team & Queues' feature access option will only be able to see their own data.
You can also see a summary and breakdown of the availability of a user.
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:
In the Main Insights Page, and the Insights Report, you will either see just your own Availability data, or that of yourself and you team, 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.
We have added the functionality around auto-adding content into emails. Previously, files could be auto-added to email content based on their file tag if the file tag matched the variable set in the email template. We have now improved on this functionality and included ability to auto-add hyperlinks into email body content based on their tags. Links will be injected anywhere in email body text that the 'Links' variable, available in email templates, has been added.
To use this functionality, when creating an email template, insert the new 'Hyperlinks' field variable in the email body when you would like your links to appear.
Then go the the Files/Links tab and select which tags you want files/links with to be auto-added into the email.
At runtime, any files/links in the work item with these tags will be auto-added to canned email content.
We have added an extra option when it comes to marking custom data fields as mandatory. Fields can now be set to only be required at the point of Resolving a ticket or Action, rather that for any update, letting you fill in information incrementally as you get it, while still making sure procedure is followed in order to move on in process.
Previously, when a custom data field on a custom card was marked as mandatory, the agent in Work Manager had to fill out the fields marked as mandatory before they were able to submit or change the status of the work item.
Now, we have added an additional option that works in conjunction with the mandatory field setting called 'Only on Resolve'.
When this setting is ticked, the validation check to make sure that all mandatory fields are filled in only happens when a user clicks to resolve a work item successfully, instead of every time the submit or change the status of the work item. This should help avoid scenarios where agents must fill in any mandatory fields, even though the change in work item status no longer requires the data fields to be filled in e.g. when rejecting a Ticket as spam.
The validation check for when only the 'mandatory' option is set runs every time a work item gets submitted or the status gets changed. This means that when an agent clicks to change the status of the work item, regardless of what that status is the system will still run a check and ask the agent to complete any mandatory fields that are yet to be filled in in order to proceed every time the user clicks to change the status of the work item.
With the 'Only to Resolve' setting, the validation check only occurs when an agent clicks to mark the work item as successfully resolved. This means that when an agent clicks to change the status of the work item to resolved successfully but has not filled out the mandatory fields, the system will prevent the agent from resolving the work item and will ask the agent to complete the mandatory fields in order to proceed. However, if the agent is changing the status to something other than successfully resolved, e.g. 'Waiting' because they do not have the data required to fill in the mandatory data fields, or they are rejecting or cancelling the work item, the system will not ask the user to fill in the mandatory fields; they will instead be able to proceed without being forced to fill in the mandatory data fields.
For a Ticket, this is when choosing to resolve a Ticket
With Customer Response, or with
No customer response
For an Action, this is when you click to resolve the Action and mark it as 'complete'.
To turn on the 'Only on Resolve' setting, go to Custom Cards page in Builder and select the desired custom card. Select the desired custom data field from the list of Added Fields on the left and click the '+' icon. This will open the Field Settings pop-up. Once you have selected the 'mandatory' setting, you will be able to select the 'Only on Resolve' setting and the click 'Apply'.
Note that you will only be able to select the 'Only on Resolve' setting if the 'mandatory' option is selected as well.
Below is a table of rules for behavior of when validation will run when 'Only on Resolve' is selected:
To help with easier management of Schedule information in Builder, we've added further filters which highlight which data is expiring soon or already has done, to help you better manage which schedules records you need to upload more data on to keep their related processes running as desired.
Now, when you go to the schedules screen you'll see the number of schedules that have expired at the top.
You can also use the new filter function to see schedules that have already expired or are about to expire in certain time frames. The options are:
Already expired
Expiring within next 7 days
Expiring within next 30 days
Expiring within next 90 days
Select Date - here you can choose a custom date.
A new feature has been added in the Contacts section of your Work Items, allowing users to see who initially raised a request and ensuring that the Original Requester information is never lost.
The relevant contact for this can be set independently of the standard 'requester' contact tag for a Work Item. 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's name and email address will be permanently shown on the contacts card and cannot be changed once it has been set and you cannot remove the contact tagged as the original requester from the work item. Users can still change or remove other tags like subject, requestor, primary contact, etc.
In line with this, we have also added two new column options to the homepage grids and search fields to the advanced search page:
'Original Requester Email'
'Original Requester Name'.
To keep everything standard, we have also added three further column options to the homepage grids and search fields in the advanced search page:
'Primary Contact Email'
'Subject Email'
'Requester Email'
These are in addition to the existing 'Primary Contact' which has been renamed to 'Primary Contact Name', 'Requester' which has been renamed to 'Requester Name' and 'Subject' which has been renamed to 'Subject Name'.
Please note that the new 'original requester' contact tag will only be applied for work items created after moving to version 2023.4 of Enate or above or for work items created before moving to 2023.4 whose contacts or contact tags get changed after upgrade to 2023.4 or above.
An original requester will not display for work items created before moving to version 2023.4, unless there is an update to its contacts or contact tags after upgrade, in which case it will be mandatory to have an original requester. This will most likely be the ‘requester’ who gets promoted to ‘original requester’.
2023.4.13.0 is a HotFix release for version 2023.4 of Enate that contains a bug fixes that has been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.
2023.4.12.0 is a HotFix release for version 2023.4 of Enate that contains a number of bug fixes that have been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.
2023.4.11.0 is a HotFix release for version 2023.4 of Enate that contains a number of bug fixes that have been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.
2023.4.10.0 is a HotFix release for version 2023.4 of Enate that contains a number of bug fixes that have been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.
This is a downloadable copy of the bug fixes in this version of Enate. A number of additional bug fixes have been added since the release of the previous version.
2023.4.9.0 is a HotFix release for version 2023.4 of Enate that contains a number of bug fixes that have been added since the release of the previous version. There are new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in this version. A downloadable copy of the Bug Fixes Change Log is available below.
This is a downloadable copy of the bug fixes in this version of Enate. A number of additional bug fixes have been added since the release of the previous version.
2023.4.8.0 is a HotFix release for version 2023.4 of Enate that contains a number of bug fixes and a couple of enhancements that have been added since the release of the previous version. There are no new breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in this version. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. A number of additional bug fixes have been added since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. Two additional enhancements have been added since the release of the previous version.
2023.4.4.0 is the production release for version 2023.4 of Enate. It contains a number of new features, enhancements and bug fixes.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.4.4.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the new features and enhancements in this version of Enate.
This is a downloadable copy of the bug fixes in this version of Enate.
Known Issues
This is a downloadable copy of the known issues in this version of Enate.
This is a downloadable copy of the API changes in Enate's 2023.4 release. It contains information about the API changes that have occurred between versions 2023.3 and 2023.4 of Enate.
This is a downloadable copy of the warehouse database data dictionary for all 2023.4 versions of Enate.
Below is a copy of the breaking changes document for all 2023.4 versions of Enate.. It contains information about all the breaking changes within the Data Warehouse and Enate's APIs, and includes the validation codes for version 2023.4.
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs
Upon finding reference to an API which you currently use and which has changed, go to your Swagger environment for the quickest way to view the overall impact and new API content definition. Your Swagger environment should always be your go-to place for the definitive explanation of the current API structure. See the Swagger explanation in our main online Help section for more information.
We've added further search capabilities to your Advanced Search page to let you view your work item data precisely how you want to.
You can now search based on:
A work item's Status, for example if it's In Progress, or Waiting;
Its more detailed Status Reason, for example 'New Information Received', and
the specific Wait Type it might be in, such as 'Waiting for More Information or external system'.
The table below gives more detailed information about these new options.
You can also use these fields to group your search results:
And you can use them to filter results too:
We have added a new component in Enate Marketplace, called Document Classification, that analyzes the attachments of incoming emails and automatically classifies them with a tag.
This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.
Check out this video to find out more:
Tagging is very helpful to add more structure to your files information, and it opens up further features such as auto-attaching files with certain tags to emails being auto-sent by the system, or into canned response mail sections in emails you're composing. Similarly, file tagging allows external automation routines to know which specific files to pick up from a work item at various points in the process, so it can often be crucial to do this if a file tag is needed later on in the work item's processing.
If at any point the technology you're using for this is not confident of the results, based on a confidence threshold that you can set by talking to the Enate Customer Success team, Enate will highlight this to a service agent in the files tab of a work item for them to look over and complete, giving you that 'human in the loop' support.
A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.
When confidence levels are lower, the tag would be highlighted in orange. In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference. Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.
This component can be switched on by your admin in the Marketplace section of Enate Builder. It is currently only available from a single technology provider, 'Infrrd', but more variations will become available in Marketplace over time.
There are a few steps to follow when it comes to switching Document Classification component on.
You'll first need go to the to Marketplace section of Enate Builder and click to activate the Infrrd Document Classification component.
In the following pop-up, you'll need to add the URL and account ID of your Infrrd platform.
You'll then need to add the model(s) you want to use. To add a model, you'll first need to make sure that it is already configured in your Infrrd platform. You'll then need to enter the following information, all of which can be found in your Infrrd platform:
Model ID
Model name
API key
You can add as many models as you like. These models are what determines how documents get classified. For example, you might have configured a model that is trained to only identify invoices, so that would be the model you would want to use for your invoice processes.
Once you have entered all of the above information, you'll need to test the connection.
Once the connection has been tested successfully, click to activate.
Once the adapter is activated, you'll need to make sure that the correct model is used for the right process. This involves adding the model to the contract settings of the desired process.
To do this, go to the Service Matrix and open the contract settings of the desired process.
You'll need to fill in the following two settings:
Document Classification Model - enter the model you want to use here. You can refresh to view the updated list of models available.
Allowed File Types for Document Classification - enter the file types you want to be considered for file classification here.
You'll also need to make sure that all the file tags you might need are set up in the system. This is done from the File Tag section in the System Settings page of Enate Builder.
And you're done.
In Work Manager, when an email comes in for that process with an attachment, if the attachment is of the right file type as defined in the process' contract, it will be analyzed and automatically classified with a tag by Infrrd.
A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.
When confidence levels are lower, the tag will be highlighted in orange.
In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference.
Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.
| Metric | Description | Note |
|---|---|---|
| Metric | Description | Note |
|---|---|---|
| Report Visual | Description | Logic | Filters Applicable |
|---|---|---|---|
| Table | Fields | Description |
|---|---|---|
| Action | Validation |
|---|---|
| Field Name | Description | Usable Condition Types | Values |
|---|---|---|---|
You can find more information about .
Working hours
Users should enter their standard working hours per day.
Once a user changes this value, this will be the default working hours value used going forward.
Break
Users should enter the amount of time allocated to breaks per day, as per their contract.
Once a user changes this value, this will be the default working hours value used going forward.
Meetings
Users should enter any time spent in any collaborative gathering or group meeting.
Feedback/1-2-1
Users should enter any time spent in individual sessions with e.g. your team leader, manager, mentor or other.
Other
Users should enter any time spent on any other activities which are not listed above, or any additional breaks taken in a day
Work performed within Enate
Users should enter any time spent working in Enate performing productive tasks (e.g. completing an Action or Ticket).
Work performed outside Enate
Users should enter any time spent working outside of Enate performing productive tasks, e.g. using third party application to complete a task.
This options only appear when asking the user to confirm past data.
Idle Time
Users should enter any time lost due to e.g. system issues, or non availability of work
This options only appear when asking the user to confirm past data.
It's/It was a non-working day
Select this option for a non-working weekend e.g. Saturday/Sunday, or an equivalent, standard non-working day in place of a weekend day.
I'm on/ I was on/I will be on leave
Select this feature for a non-working day, either as part of planned annual vacation/leave or sickness absence.
Working hours
This shows you a user's standard working hours per day, as per their contract.
Break
This shows you a user's time allocated to breaks per day, as per their contract.
Idle Time
Enter the time lost due to e.g. system issues or non availability of work
Note: only available for past dates
Meetings
This shows you a user's time spent in any collaborative gathering or group meeting.
Feedback/1-2-1
This shows you a user's time spent in individual sessions with e.g. your team leader, manager, mentor or other.
Other
This shows you a user's time spent on any other activities which are not listed above, or any additional breaks taken in a day
Work performed within Enate
This shows you a user's time spent working in Enate performing productive tasks (e.g. completing an Action or Ticket).
Work performed outside Enate
This shows you a user's time spent working outside of Enate performing productive tasks, e.g. using third party application to complete a task.
Note: Only available for past dates
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
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.
Status
This lets you search for work items based on their current status.
Equals
Not Equal
Draft
To Do
In Progress
Waiting
Resolved
Closed
Status reason
This lets you search for work items based on their current status reason.
Equals
Not Equal
Action Unable to Complete
All relevant Actions completed
All Split Tickets Completed
Blocked By Business Rule
Cancelled
Completed
Failed
Feedback Received
Feedback Window Passed
File not found during IDP extraction
Marketplace not configured
New Information Received
Newly Created
One or more Actions not completed successfully
Previous Step Completed
Reopened By Resource
Rework
Schedule Date and Time Reached
Sub Case Completed
Sub Case Cancelled
Sub Case Not Yet Started
Timeout
Unknown
Updated by Enate
Updated by Enate (as End Case Action reached)
Updated By Integration
Updated By Resource
Updated By Support Team
Waiting for Human Validation
Waiting for Marketplace
Wait type
This lets you search for work items based on their wait type i.e. if they have a wait type of 'Waiting for more information', etc.
Equals
Is Empty
Is Not Empty
Not Equal
External System
Pause
Related Work Items
Wait for more information
Wait Until
Ignore Validation
Run Resolution Validation
Create an Action (could be as part of completing the previous Action, Starting Case, etc) or create an Ad-hoc Action
Re-open a Ticket or Case
Merge a Ticket (either by merging the current Ticket into another work item, or by merging another Ticket into the current one)
Resolve - Rejected as Spam (for Tickets)
Resolve - Rejected (for Tickets
Resolve - Cancel (for Cases)
Resolve - Unable to Complete (for Actions)
Resolve - Unable to Complete (Peer Review Actions)
Resolve - either With Customer Response or No customer response (for Tickets)
Resolve - because all Action in a Case have been completed (for Cases)
Resolve - Complete (for Actions)
Resolve - Pass (for Peer Review Actions)
