Analytics
Data analysis in Enneo
The analysis functions in Enneo provide a comprehensive view into the current state 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 topic, comparable to a thread in Gmail. This dataset only contains the tickets with data such as status (open/closed), SLA performance (solved on time/not solved on time), or skill category. With a filter on open tickets, this dataset provides an overview of the work inventory of the service center.
2. Incoming and outgoing messages
Exports of 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 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.
Relationship between Data Tables
To illustrate the relationship between tickets, messages, and edits, here is an example:
| 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 |