Free Module to monitor Staff Performamce with ticket statistics

[brooky]

Hi Guys/Girls,

I've completed a staff performance module that shows the number of ticket replies your staff members do over a user determined period of time. Please see attached screenshot. It is fully integrated into Kayako and takes minutes to install.

It took me a days work to build.

[craigbrass]

Nice share brooky! I'll try this later.

[supportskins]

Great post, thanks for sharing!

Update: I cant extract the file using Winzip and when I extract using WinRAR, I see a single KayakoTicketStats-1.1 file with no extensions

[Digital Mayhem]

strange Hiren when I open it I got Install Instructions.txt, ScreenShot.gif and a upload directory inside it is a modules directory inside of which is a tickets directory and inside there is report_stats.php

[Digital Mayhem]

I just got it installed yet it shows my Total Tickets from 6/15/2008-7/15/2008 as 0 which I know is wrong... unless it only counts tickets from now forward

[Siora]

Question...is this used for staff to see their own reports or is it for a manager to see his staff's reports?

Can a manager view reports for his individual staff?

[Digital Mayhem]

You go to Staff CP > Tickets > Reports > Ticket Statistics

It will show everyone listed so any staff/admin member can look at the entire report.

[brooky]

Cool, I'm pleased people like it. It's completely dynamic so should fit in on anyone's helpdesk. It shows in the staff section so all staff can see how their productivity compares to others. For me it is useful to see exactly how much each reply costs and how much work I do in comparison to my staff. I think it could be quite a good tool to stir competition and possibly even use for a reward scheme of some type.

So who has and hasn't got it working? Any other questions?

I was going to sell this as a mod but if Kayako want to integrate it in their next release I am happy with that. Also if anyone wants to improve on it or start it as a sourceforge project that's fine.

[brooky]

Originally Posted by Digital Mayhem

I just got it installed yet it shows my Total Tickets from 6/15/2008-7/15/2008 as 0 which I know is wrong... unless it only counts tickets from now forward

It should work with any date range. Potentially there may be a bug in the SQL query if your PHP config is not en-us due to how mktime is written.

[brooky]

Sorry for my third consecutive post. This tool could be really very useful. I want to adapt it so that we know the cost per reply of staff members and some stats to work out the ratio of support time to products cost. Also some stats to show the top support ticket posters. We can then see those customers who cost money and those that make the company a profit.

See what I mean?

[supportskins]

Originally Posted by Digital Mayhem

strange Hiren when I open it I got Install Instructions.txt, ScreenShot.gif and a upload directory inside it is a modules directory inside of which is a tickets directory and inside there is report_stats.php

Not sure why but this definately does not work for me.

[Siora]

Originally Posted by Digital Mayhem

You go to Staff CP > Tickets > Reports > Ticket Statistics

It will show everyone listed so any staff/admin member can look at the entire report.

So I guess there is no lock down feature where only admins/managers can see these reports.

Perhaps a future feature request.

Great work though.

[Chris Boulton]

Champion!

Through it up on our ticket/help system 10 minutes ago and it's already got our approval. We actually started writing database queries to do this just yesterday (not me, one of my co-workers) and were just going to pull the data in to our own metrics app but you've just saved us time.

Only suggest is though - we have around 25-30 accounts. The table becomes very wide/messy so you may want to break it down somehow if you can.

[brooky]

Yes I cam imagine it becomes quite wide when you have that many. We only have four.

I have updated it to fix a couple of bugs. One being incorrect "to" time. The SQL query now looks for:

00:00:00 mm/dd/yy - 59:59:23 mm/dd/yy

instead of

00:00:00 mm/dd/yy - 00:00:00 mm/dd/yy

Of course it wasn't showing todays data by default.

Thats fixed and I added some customer statistics so you can see the amount of emails (new tickets & replies) from your customers. It's hard coded to the top 1000. One of ours had over 257!! It helps you see which customers have cost you money to those who made you money. LOL

1.2 attached. Only the main report_stats.php file has been updated.

[Siora]

Wow...that is amazing...Nice work.