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