Statistics3 Questions and Feature Requests

RT Users
1

I understand that there’s a lot of things here, but after I opened up
/Statistics to our users today, these were some of the more immediate
requests:

  • The “Resolution” chart doesn’t include the month.

    When you’re looking at the last 60 days of data, that can really help
    prevent confusion

  • It’d be nice to a “Time To Resolution” for the entire range

    For example, if you’re looking at the last 30 days, knowing the TTR
    for each day is interesting, but the aggregate TTR for the entire 30
    days might be more useful than knowing where the specific peaks are

  • On the graphs, the “Y” axis might be better expressed in some value
    other than “seconds”.

    Nuff said. :slight_smile:

  • If you have a lot of data-points, the “X” axis may become unreadable

    Maybe it there are (> n) data-points, you only actually “label” every
    "X"th point, so that there are a given number of labels on a graph, so
    that they’re ensured to be readable.

  • It would be “spiffy” to be able to select a date range (or even just
    to say things like “Last Week”, “Last Month”, “Previous Month”, etc.)

  • Another useful thing for the TTR stats might be the ability to break
    it out by user (e.g., see which helpdesk folks are clearing tickets
    faster or slower than other folks).

I’m sure other folks would have other requests or things they’d value
more highly, but this is what the folks in our place came up with…
:slight_smile:

Cheers,
D

smime.p7s (2.31 KB)

2

Derek,

-----Original Message-----
From: Derek J. Balling [mailto:dredd@megacity.org]
Sent: Tuesday, January 13, 2004 2:57 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Statistics3 Questions and Feature Requests

I understand that there’s a lot of things here, but after I opened up
/Statistics to our users today, these were some of the more immediate
requests:

  • The “Resolution” chart doesn’t include the month.

    When you’re looking at the last 60 days of data, that can really
    help
    prevent confusion

Are you talking about the scatter graph, or the table with the chart?
Assuming that it’s the latter, it seems that the x axis labels are
already impossible to read, I’m not sure adding the month would help…

  • It’d be nice to a “Time To Resolution” for the entire range

    For example, if you’re looking at the last 30 days, knowing the
    TTR
    for each day is interesting, but the aggregate TTR for the entire 30
    days might be more useful than knowing where the specific peaks are

Do you want the average time to resolve over the query period? Or the
total? Or both?

  • On the graphs, the “Y” axis might be better expressed in some value
    other than “seconds”.

    Nuff said. :slight_smile:

Hmm, yeah, probably…

  • If you have a lot of data-points, the “X” axis may become unreadable

    Maybe it there are (> n) data-points, you only actually “label”
    every
    "X"th point, so that there are a given number of labels on a graph, so
    that they’re ensured to be readable.

It seems like picking the right points could get pretty tricky, but if
you’re going to be doing more than 10 or so days at a time, it would be
needed.

  • It would be “spiffy” to be able to select a date range (or even just
    to say things like “Last Week”, “Last Month”, “Previous Month”, etc.)

That should be easy enough, not sure when I’ll get to it though…

  • Another useful thing for the TTR stats might be the ability to break
    it out by user (e.g., see which helpdesk folks are clearing tickets
    faster or slower than other folks).

Yes, although I believe that this would violate worker’s rights labor
laws in some countries.

I’m sure other folks would have other requests or things they’d value
more highly, but this is what the folks in our place came up with…
:slight_smile:

Cheers,
D

I’ve been thinking that it would be nice to have a URL for each report
that would download the data in a CSV format, for importing to a
spreadsheet… That might easily solve some of the total/labeling
issues, and could be driven externally to generate weekly/monthly
reports… What do you think?

-Kelly