The analysis functions in Enneo provide a comprehensive view of the current situation of a service organization.
Central Data Tables
There are three central data tables in Enneo:
1. Ticket Data
A ticket consolidates all messages on a topic from a customer, similar to a thread in GoogleMail. In this dataset, only the tickets with data such as status (open/closed), SLA performance (resolved in time/not resolved in time), or skill category are included. With this dataset, a filter on open tickets provides an overview of the work inventory of the Service Centers.
2. Incoming and Outgoing Messages
Exports the 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 dataset provides insights into the inbound volume of a service center.
3. Export of Edits
Exports all edits. A manual edit is created whenever a human user or an Enneo AI agent edits a ticket. This dataset provides insights into the work volume performed by a service center, by teams or (depending on privacy settings) individual employees.
This dataset is described in detail here.
Relationship Between Data Tables
Here is an example to illustrate the relationship between tickets, messages, and edits:
| Activity | Tickets | Messages | Edits | Direction | Type | Type of Edit |
|---|
| Customer sends email | 1 | 1 | 0 | in | First | |
| Employee responds + closes | 1 | 2 | 1 | out | Follow-up | With response |
| Employee writes note | 1 | 3 | 1 | internal | Follow-up | |
| Customer has follow-up question | 1 | 4 | 1 | in | Follow-up | |
| Customer has another follow-up question | 1 | 5 | 1 | in | Follow-up | |
| Employee: Status pending | 1 | 5 | 2 | | | Status set to pending |
| Employee writes note | 1 | 6 | 2 | internal | Follow-up | |
| Employee assigns to colleague | 1 | 6 | 2 | | | |
| Colleague closes ticket | 1 | 6 | 3 | | | Without response |
| Total | 1 | 6 | 3 | | | |
