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 <otrs@sitelerwash.com > wrote:

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


--
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.392 / Virus Database: 268.6.0/341 - Release Date: 5/16/2006


_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/