Hello Alexander, Tuesday, February 7, 2006, 1:35:37 PM, you wrote: Alexander> Hi all, Alexander> BALAN, Daniel schrieb:
Does any one implemented any advanced reporting system in order to monitor:
- operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ...
- SLA;
- first call resolution;
- any other useful CS indicators;
Alexander> I just do some small improvements on generating reports out of OTRS Alexander> through SQL-statements within OpenOffice - I will post it here later Alexander> after having achieved a certain maturity. that means ... days/weeks/months ? :) Alexander> A report towards SLA-achievement is simply to do a statement about Alexander> escalation, e.g. how many different tickets have been escalated today or Alexander> how long did it take to clear an escalation of a ticket. I think the escalation model is used different in different installations, so I am not sure if we can provide a reporting model for this one. For example in my installation the escalations is seen as Change Owner but not by Changing the Queue. Alexander> I have no clue how to achieve this statement, because ticket escalation Alexander> seems not to be stored within the ticket-history or somewhere else. Alexander> (I think OTRS checks "online" (e.g. on access to the queue-overview) if Alexander> a ticket is escalated and then displayes only the escalated tickets, but Alexander> does not do any DB-entry or other logging about that. I hope I'm wrong Alexander> with this view.) Any way we have to define few CC important indicators to be used by OTRS. I am working on it and hope to get back with more info. The charts the Simone showed us are really nice. Alexander> Can anybody give me a hint? Alexander> Bye, Alex Alexander> _______________________________________________ Alexander> OTRS mailing list: otrs - Webpage: http://otrs.org/ Alexander> Archive: http://lists.otrs.org/pipermail/otrs Alexander> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Alexander> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/