Articles per agent report or graph with widget on dashboard

[xax0]

Hello there,
I am looking at creating a stats (preferably a widget with nice graphics on the dashboard) that will show me articles created by agents per day (week, month, year). Is it possible to dig out such a report with the current stats module?
Also, it would be a good idea if I am able to list top performers based on article numbers.

Thanks in advance.

[crythias]

it would be a good idea if I am able to list top performers based on article numbers.

So, spamming a ticket = more productivity than a single article resolving it?

[dolfiz]

I think that per-Agent statistics are disabled by default. As far as I know this is done for legal/privacy reasons accordingly to some country legislation. You should find the proper parameter on SysConfig to enable them (Frontend::Agent::Stats => Stats::UseAgentElementInStats = yes).

I can't help you on the second topic but I'm also interested on it.

@crythias: you are right but we are doing what boss asks us, though they are stupid requests

[crythias]

I'd be more interested in number of closed tickets and a lower number of articles per closed ticket = better.

[dolfiz]

@crythias: so, is there a way to extract number of articles per ticket? With a query this is easy but I can't find a way to build such a report with the built-in functionalities

[crythias]

@crythias: so, is there a way to extract number of articles per ticket? With a query this is easy but I can't find a way to build such a report with the built-in functionalities

Not that I'm aware of via stats

[dolfiz]

Thank you for the clarification

[xax0]

it would be a good idea if I am able to list top performers based on article numbers.

So, spamming a ticket = more productivity than a single article resolving it?

The idea is to see how much effort the agents are putting to resolve tickets. Also, if I am able to check on their interactions, I will be able to comment and audit their work.
Can you suggest any useful PostgreSQL reporting tool that I can use to produce such reports?

Thanks a lot.

[crythias]

I cannot suggest any database specific reporting tool, because you still need a query.

Roughly, it would be select count of articles, create by, TicketID from article where create time between start and end group by TicketID, createby

Probably also throw in something where it detects that it's an agent article.

[xax0]

I found out that Eclipse BIRT is quite useful tool for that purpose. It requires Tomcat server but looks like I am going to take use of its extensive reporting.

I will mark it as solved.

Thank you crythias!

[philcampeau]

I'd be more interested in number of closed tickets and a lower number of articles per closed ticket = better.

Interestingly, so am I. However, I need to know which of my employees are closing tickets with fewer articles and which are doing many. That's exactly why this feature would be very helpful.

My company uses OTRS as a support ticket system for our client base. If I want to know in total how many answers each of my employees sent out in a day, there is currently no way of knowing. There is no way of determining their first response resolution rate either, as far as I can tell. These are all very important metrics for managing a support centre.

I do hope such features are added. Even if crythias doesn't think it would be useful, clearly many of us do.

[eliasp]

Getting a report on the number of articles per Ticket should be possible using:

1. Dynamic-Object: TicketAccountedTime
2. X-axis/Evaluation by: Number of Articles

… but only in theory. It seems to have a bug and currently produces results like this:

Code: Select all

QueueA: 0
QueueB: 0
QueueC: 5
QueueD: 0

Those numbers are far off from the reality of what's actually present in our system here.
Trying now to find out why this happens instead of reporting actual numbers.

[eliasp]

Filed a PR: https://github.com/OTRS/otrs/pull/614