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<TITLE>Re: [rt-users] RT reporting tools</TITLE>
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<P><FONT SIZE=2>I had submitted a Crystal Reports report which included some (not all) the information you requested.<BR>
<BR>
The email needed to be approved due to the file size. I think it got lost somewhere :(<BR>
<BR>
<BR>
-----Original Message-----<BR>
From: rt-users-bounces@lists.bestpractical.com<BR>
To: rt-users@bestpractical.com<BR>
Sent: Sun Jun 17 20:39:49 2007<BR>
Subject: [rt-users] RT reporting tools<BR>
<BR>
Does RT have any "built in" or standalone "reporting tools"? To answer<BR>
questions like:<BR>
<BR>
% Average (both mean and median) time between ticket creation +<BR>
someone taking ticket.<BR>
<BR>
% Average time between ticket creation + reply to user (comments don't count)<BR>
<BR>
% Average time to ticket resolution.<BR>
<BR>
% Average time ticket spends stalled.<BR>
<BR>
% Stats above for a specific queue or support staff member<BR>
<BR>
% Average number of tickets each support staff member handles per day/week<BR>
<BR>
% etc, etc, etc.<BR>
<BR>
Even if people don't fill out the "time spent" part of the ticket, you<BR>
could generate many of the stats above from the MySQL tables. Has<BR>
anyone done this?<BR>
<BR>
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