The supervisors for the support teem at my company have asked me the same
thing and I have found there is no existing way to do this so some time in
the next couple of months I will be writing a set of new report for the
stats module among other things at which time I will post them on
Sourceforge and also submit them as proposed additions to the CVS tree for
OTRS.
when I have completed them I will post the packages may be downloaded.
On 5/17/06, Mike
Hi,
This is my first post to this list, as I am new to using OTRS. We've implemented the system and it's working very well for us. The only issue is I have several customer support agents and I can't figure out how to monitor their progress and actions. Most basically, I'd like to know things like:
- How many tickets they took an action on on a particular day
- How many ticket have open and locked
- How many tickets they have closed
There are a number of metrics that would be great to get in addition to these like:
- Average length a ticket was open
- Average, mean, shortest and longest time to respond to tickets
- Etc.
I've gone through what I think is every option in the administration options and cannot seem to find anything that could give me these reports. Can someone help me understand if I can have access to these types of reports and how I implement them?
Thanks!
Mike
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