In this export, Enneo captures all edits of customer concerns. It is especially suitable for measuring the volume realised in the service center. The following information is particularly exported:

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Processing Time (duration)

Enneo determines the handling times (AHT, “Average Handling Time”) during ticket processing by summing up the total screen time of the browser on a ticket. Three points in time are relevant for this:

  • Start time: The time at which the user opens the ticket - either manually or via skill-based routing.

  • Processing time: The point in time at which the user has made an edit to the ticket. If there are several edits, the time of the first edit is used.

  • End time: Date of the last browser access to a ticket.

The processing time (duration in the export) is the difference between the end time and start time. The post-processing time (durationAfterWork in the export) is the difference between the processing time and the end time.

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Frequently asked questions about processing time:

  • Handling distributed edits: If a ticket is edited several times on the same day, for example in different sessions, the times are aggregated. Example:

    • User 1 looks at a ticket in the morning for 5 minutes and then closes it at noon after a further 10 minutes of processing time.

    • User 2 just reads it at noon

    • User 3 has reopened the ticket in the evening after 2 minutes of processing and set it to pending.

    • -> Enneo records two edits here: then Enneo records 1 edit to 15 minutes from User 1 for this ticket, no edit / recording for User 2 and 1 edit to 2 minutes from User 3. The result would be an average daily AHT of (15+2)/2=8.5min

  • Consideration of intra-day replies: If a user works on Ticket 1 in the morning for 5 minutes and then again in the afternoon for 7 minutes because the customer had a question at noon, these two time blocks count as two separate edits. The AHT is then (5 + 7) / 2 = 6 minutes. If the customer had not replied at noon and the user were to work on the same case twice, e.g. 5 minutes in the morning and 7 minutes in the afternoon without a reply, this would be counted as one edit with a total of 12 minutes.

  • Parallel edits: If a user has several tickets open simultaneously in different browser windows, the AHT is spread over the tickets. This never results in a double count. Example: If a user processes 4 tickets in parallel over 20 minutes, the AHT is 20 / 4 = 5 minutes.

  • Status: The time is only counted as AHT if the user is in the “Active” status. More information can be found in the Users-Status section below.

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Type of Editing (action)

Enneo only records an “edit” (i.e., work of a user that is recorded) if a ticket has not only been viewed in read-only mode, but has actually been edited. Four types of editing are distinguished (in brackets the designation in the data export):

  • Status set to Pending (statusAction): The editor has set the status of a ticket to “Pending”. Example: Information is missing that has been requested from the customer. As soon as this is available, the processing can continue.

  • Editing without reply (closeAction): A ticket was closed by the editor without sending a reply to the customer. Example: The customer wants to cancel, and the confirmation of cancellation is sent by the billing system. A separate response is therefore not necessary.

  • Editing with reply (writeAction): A ticket was closed with a reply. Example: A customer has asked a question that is answered.

  • Dark processing (autoProcessAction): A ticket was autonomously closed by an Enneo AI agent configured for dark processing. Example: A customer wants a credit payout, and the corresponding AI agent automatically initiates this.

If there were several edits (e.g., if a ticket was first closed and then a reply was sent), the type of editing with the higher priority according to the above sequence applies. Thus, in this case “Editing with reply” (writeAction) would be recorded.

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Case-closing Edit (reOpened)

If this value is set (= 1), the ticket has been reopened once after closing - either by a follow-up reply from the customer or by a colleague.

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User-Status (status)

Enneo has various status modes for users. In standard, these three are used:

  • Active: After logging in, a user is “Active” by default (also called “Ticket processing”). In this status, the processing of tickets is possible and time is recorded.

  • Support: If supporting services need to be provided (e.g., help for colleagues), this status can be chosen. Although reading access is possible in this mode, any processing is blocked. No time is also recorded in this status.

  • Pause: Pause mode. Neither reading nor writing access is possible, and no time is recorded.

  • Auto-Away: After a configurable period of inactivity, a user can automatically be switched to pause mode. When returning, a popup appears in which it is determined how the time should be booked. If “Active” is selected, the corresponding time is counted towards the AHT.

The User-Status modes and Auto-Away settings are freely configurable under Settings -> Advanced Settings -> General -> Time Recording -> Time Recording Selection.

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Name of the editor (name) / Data protection

In the edit export, performance-related data such as edit volumes and times are provided. If desired, Enneo can make these inaccessible. There are three levels of data protection available:

  • Anonymization: No conclusion as to who made which edit when. Each edit is listed under the user “Anonymous”.

  • Pseudonymization: Instead of clear names (e.g., “Meike Mustermann”), Enneo assigns random pseudonyms (e.g., “Hungry Raspberry”).

  • Clear names: The clear names of the editors (e.g., “Meike Mustermann”) are displayed.

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Used AI Agent (aiFunction)

If an AI agent was used as part of the editing, this is stated here.