[otrs] 3 questions about: stats per user, per agent and about email notification

Hello, I have 3 questions: How to have stats with number of tickets (closed or still open) and time accounting per customer (all tickets are open via Phone Ticket) ? Same question about agent ? About notification: when I open a phone ticket with "pending reminder", I get an email after the pending time: works fine except that the message comes with few minutes of delay. When I want to set an open ticket to pending state, I do not receive the notification after the pending date. Did I miss something in the config ? Thank you for your answerS :-)