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