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Reporting requirements

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Tobias Lütke

30 Jan, 2010 04:43 PM

Hey,

We are building out our data mining operation and we need to integrate data from the support system for historical tracking.
It would be great if you could make a XML available that contains the following data for a given day. These are ordered by importance:

• tickets created during this day
• tickets closed during this day
• count of support staff members
• count of knowledge base articles
• Total amount of support staff members with logins during the day
• Amount of tickets opened and closed on the same day
• Average length to resolve ticket for 1 day sliding scale
• Average length to resolve ticket for 1 week sliding scale
• Average length to resolve ticket for 1 month sliding scale

Cool things to do with the data:

It would be nice to see total amount of tickets opened/closed for every the past 7 days in the tender dashboard. Another amazing piece of visualization would be to bring the github punch card visualization to tender: http://gilesbowkett.blogspot.com/2009/11/personal-git-punch-card-gr...

This would make it much easier to set up shifts for the support staff. It would be clear during which hours of the day and week most of the tickets are filed.

1. Support Staff 1 Posted by Courtenay on 30 Jan, 2010 04:44 PM

   

   Thanks for the requirements.

   Have you seen

   http://<your tender site>/dashboard/reporting

   ?

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2. Support Staff 2 Posted by Courtenay on 30 Jan, 2010 04:46 PM

   

   I just put you onto the reporting beta so you can see our first hack on the
   graphs you're talking about. This list is really useful, though.

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3. 3 Posted by Tobias Lütke on 30 Jan, 2010 04:53 PM

   

   This is great.

   Would love to get some of the things above integrated into this page but
   this is really excellent already.

   Thanks Courtenay.

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4. Support Staff 4 Posted by Courtenay on 04 Feb, 2010 03:31 AM

   

   Just want you to know our reporting feature is making some serious progress. I should have some more information for your comment soon.

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5. 5 Posted by Tobias Lütke on 04 Feb, 2010 05:19 PM

   

   Thanks! Looking forward to it.

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6. 6 Posted by Will on 18 Aug, 2010 10:20 PM

   

   http://hoth.entp.com/2010/8/17/reports-for-your-tender it's out!

   (closing out some old request discussions.)

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7. Will closed this discussion on 18 Aug, 2010 10:20 PM.