Development

Optionally suppress lines with "0" entries in stats

When doing a statistic it sometime annoys to see many lines with "0" data at all. For example when you run a stats do see the new tickets per queue - you don't want to have all the queues listed which do not contain new tickets. Therefore it would be nice to have a checkbox (e.g. in the very first page of the stats creation) which can be ticked if lines with zero entries should not be shown inside the stats.

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0 votes

New Feature / Feature Enhancement

Improve Online Users

It would be great to improve the dashboard widget "Online Users" to accomplish the following: - If you click on a customer, you will get to the customer information center for that customer - If you click on an agent, you will get a search result for any ticket this agent has locked to his id It would be great if the action on click would be configurable to have also something like - agent: get a list of tickets ...more »

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7 votes

Reporting and Analytics

agent/responsible name as attribute in ticket list

Within the statistics module you can include Owner and Responsible within ticket-lists. As the login name is used within these columns it gets quite tricky to identify "real" names of our agents. (We use just an employee number for Login like "e12345"). Therefore it would be good to have the owner name and responsible name also available in the selection box of attributes to be printed.

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1 vote

Reporting and Analytics

statistics for individual agent

I would like to create a statistics to show the performance of individual agents. OTRS does already support this, but the statistic should only be available for the agent the statistics runs on. This is in order to avoid trouble with workers council. Instead of creating lot of different stats and allow only one user to access it- it would be great to create one statistic and during runtime, the current agent (who just ...more »

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11 votes

Reporting and Analytics

Statistics about groups of agents, additional to single agents

I suggest to allow creation of statistics not only on agents but also on groups. Sometimes you just want to know how "your" team was performing - instead of adding (and maintaining) the different agents one by one it would be nice, just to run the statistics over a group of agents. The agent groups are already maintained - so there's no additional need to adopt your statistics in case a new agent joins a team.

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7 votes