Data analysis in Enneo
direction
column. This dataset provides insights into the input volume of a service center.
3. Editing export
Exports all edits. A manual edit is always created when a human user or an Enneo AI agent edits a ticket. This dataset provides insights into the work volume of a service center, by teams, or (depending on privacy settings) individual employees.
This dataset is described in detail here.
Activity | Tickets | Messages | Edits | Direction | Type | Edit Type |
---|---|---|---|---|---|---|
Customer sends email | 1 | 1 | 0 | in | First | |
Employee responds + closes | 1 | 2 | 1 | out | Follow-Up | With Reply |
Employee writes note | 1 | 3 | 1 | internal | Follow-Up | |
Customer has query | 1 | 4 | 1 | in | Follow-Up | |
Customer has another query | 1 | 5 | 1 | in | Follow-Up | |
Employee: Status waiting | 1 | 5 | 2 | Status set to Waiting | ||
Employee writes note | 1 | 6 | 2 | internal | Follow-Up | |
Employee assigns to a colleague | 1 | 6 | 2 | |||
Colleague closes ticket | 1 | 6 | 3 | Without reply | ||
Total | 1 | 6 | 3 |