Reports & Analytics
Analytics
Data analysis in enneo
Tip
The analysis functions in enneo provide a comprehensive view into the current situation of a service organization.
Central data tables
In enneo, there are three central data tables:
1. Ticket data
A ticket consolidates all messages on a customer's topic, comparable to a thread in GoogleMail. This data set only contains tickets with data such as status (open/closed), SLA performance (solved on time/not solved on time), or skill category. With this data set, filtered on open tickets, an overview of the service center's workload can be obtained.
2. Incoming and outgoing messages
Exports incoming and outgoing messages. A message is the original message of a ticket as well as responses from customers and/or agents and internal notes. The direction (incoming/outgoing) is defined by the direction column. This data set provides insights into the input volume of a service center.
3. Export of edits
Exports all edits. A manual edit is always created when a human user or an enneo AI agent edits a ticket. This data set provides insights into the workload of a service center, teams or (depending on privacy settings) individual employees.
This data set is here described in detail.
Relationship between data tables
To illustrate the relationship between tickets, messages, and edits, an example is provided here:
| Activity | Tickets | Messages | Edits | Direction | Type | Edit Type |
|---|---|---|---|---|---|---|
| Customer sends email | 1 | 1 | 0 | in | First | |
| Staff replies + closes | 1 | 2 | 1 | out | Follow | With Reply |
| Staff writes note | 1 | 3 | 1 | internal | Follow | |
| Customer has a query | 1 | 4 | 1 | in | Follow | |
| Customer another query | 1 | 5 | 1 | in | Follow | |
| Staff: Status waiting | 1 | 5 | 2 | Waiting set | ||
| Staff writes note | 1 | 6 | 2 | internal | Follow | |
| Staff assigns colleague | 1 | 6 | 2 | |||
| Colleague closes ticket | 1 | 6 | 3 | Without Reply | ||
| Sum | 1 | 6 | 3 |