Hi all, 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;
I just do some small improvements on generating reports out of OTRS through SQL-statements within OpenOffice - I will post it here later after having achieved a certain maturity. A report towards SLA-achievement is simply to do a statement about escalation, e.g. how many different tickets have been escalated today or how long did it take to clear an escalation of a ticket. I have no clue how to achieve this statement, because ticket escalation seems not to be stored within the ticket-history or somewhere else. (I think OTRS checks "online" (e.g. on access to the queue-overview) if a ticket is escalated and then displayes only the escalated tickets, but does not do any DB-entry or other logging about that. I hope I'm wrong with this view.) Can anybody give me a hint? Bye, Alex