Statistics ========== Use this screen to manage statistics. A fresh Rexpondo installation already contains some statistics by default. The statistics management screen is available in the *Statistics* menu item of the *Reports* menu. .. figure:: images/statistics-overview.png :alt: Statistics Overview Screen Statistics Overview Screen Manage Statistics ----------------- Three type of statistics are available in Rexpondo. .. figure:: images/statistics-add.png :alt: Add Statistics Screen Add Statistics Screen Dynamic Matrix Each cell contains a singular data point. Dynamic List Each row contains data of one entity. Static Non-configurable complex statistics. To create new statistics: 1. Click on the *Add Statistics* button in the left sidebar. 2. Select the type for the new statistics. 3. Fill in the required fields. 4. Click on the *Save* button. .. figure:: images/statistics-add-general-specification.png :alt: Add General Specification Section Add General Specification Section To edit statistics: 1. Click on a statistics number in the list of statistics. 2. Modify the fields and the statistics details. 3. Click on the *Save* or *Save and finish* button. .. figure:: images/statistics-edit-general-specification.png :alt: Edit General Specification Section Edit General Specification Section To import statistics: 1. Click on the *Import Statistics* button in the left sidebar. 2. Click on the *Browse…* button and select a previously exported ``.xml`` file. 3. Click on the *Import* button. 4. Modify the fields and the statistics details. 5. Click on the *Save* or *Save and finish* button. .. figure:: images/statistics-import.png :alt: Import Statistics Configuration Screen Import Statistics Configuration Screen To export statistics: 1. Click on the download icon in the list of statistics. 2. Choose a location in your computer to save the ``.xml`` file. To delete statistics: 1. Click on the trash icon in the list of statistics. 2. Click on the *OK* button in the confirmation screen. To run statistics: 1. Click on the play icon in the list of statistics. 2. Review the statistics details. 3. Click on the *Run now* button. .. figure:: images/statistics-run-now.png :alt: View Statistics Screen View Statistics Screen To preview statistics: 1. Go the the edit screen of a statistics. 2. See the preview. 3. Change the settings to view different type of graphs. 4. Change the values of *X-axis*, *Y-axis* and *Filter* with the respective buttons. .. figure:: images/statistics-preview.png :alt: Statistics Preview Widget Statistics Preview Widget .. note:: The preview uses random data and does not consider data filters. General Statistics Specification -------------------------------- The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory. Title \* The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table. Description Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table. Permissions \* You can select one or more groups to define access for different agents. Result formats \* You can select, in which format should be able to see the statistics. Time Zone \* The selected time periods in the statistics are time zone neutral. Create summation row Generate an additional row containing sums for all data rows. Create summation column Generate an additional column containing sums for all data columns. Cache results Stores statistics result data in a cache to be used in subsequent views with the same configuration (requires at least one selected time field). Show as dashboard widget Provide the statistics as a widget that agents can activate in their dashboard. .. note:: Enabling the dashboard widget will activate caching for this statistics in the dashboard. Validity \* Set the validity of this resource. Each resource can be used in Rexpondo only, if this field is set to *valid*. Setting this field to *invalid* will disable the use of the resource. Ticket Attributes for Statistics -------------------------------- The following ticket attributes can be included in statistics using the *X-axis* button, if *Dynamic Lists* statistics are selected. Number An auto-increment integer number in the output to show the line numbers. Ticket# The ticket number. Age The relative age since ticket creation and now. Title The title of the ticket. Created The absolute date and time with timezone when the ticket was created. Last Changed The absolute date and time with timezone when the ticket was changed. Close Time The absolute date and time with timezone when the ticket was closed. This field is empty for open tickets. Queue The queue in which the ticket is located. State The state of the ticket. Priority The priority of the ticket. Customer User The login name of the customer user of the ticket. Customer ID The customer of the customer user of the ticket. Service The service of the ticket. If no service is assigned, this field is empty. SLA The SLA of the ticket. If no SLA is assigned, this field is empty. Type The type of the ticket. Agent/Owner The owner agent of the ticket. Responsible The responsible agent of the ticket. Accounted time Accumulated time of the times stored in the articles. EscalationDestinationIn The relative time from the current time to the time of escalation. EscalationDestinationDate The absolute date and time with timezone when the ticket is escalated. EscalationTimeWorkingTime The time in seconds within the defined working time or service time until an escalation. EscalationTime The total time in seconds until escalation of nearest escalation time type: response, update or solution time. FirstResponse The timestamp of first response. FirstResponseInMin The time in minutes from ticket creation to first response (based on working time). FirstResponseDiffInMin The difference in minutes between the specified response time and the actual response time. FirstResponseTimeWorkingTime The time in seconds within the defined working time or service time until an escalation of a first response. FirstResponseTimeEscalation Defines, whether the ticket has escalated or not. FirstResponseTimeNotification Defines, whether the defined escalation notification time is reached or not. FirstResponseTimeDestinationTime The escalation time as Unix timestamp. FirstResponseTimeDestinationDate The absolute date of a first response time escalation. FirstResponseTime The total time in seconds until the first response time escalation. UpdateTimeNotification Defines, whether the defined escalation notification time is reached or not. UpdateTimeDestinationTime The update time escalation as Unix timestamp. UpdateTimeDestinationDate The absolute date of an update time escalation. UpdateTimeWorkingTime The time in seconds within the defined working time or service time until an update time escalation. UpdateTime The total time in seconds until an update time escalation. SolutionTime The total time in seconds until a solution time escalation. SolutionInMin The total time in minutes until a solution time escalation. SolutionDiffInMin The difference in minutes between the specified solution time and the actual solution time. SolutionTimeWorkingTime The time in seconds within the defined working time or service time until a solution time escalation. SolutionTimeEscalation Defines, whether the ticket has escalated or not. SolutionTimeNotification Defines, whether the defined escalation notification time is reached or not. SolutionTimeDestinationTime The solution time escalation as Unix timestamp. SolutionTimeDestinationDate The absolute date of a solution time escalation. First Lock The absolute date and time with timezone when the ticket was locked first. This field is empty for tickets, that are not locked yet. Lock The lock state of the ticket. StateType State type of the ticket. UntilTime Total seconds till pending. UnlockTimeout Time until the ticket is automatically unlocked. EscalationResponseTime Unix timestamp of response time escalation. EscalationSolutionTime Unix timestamp of solution time escalation. EscalationUpdateTime Unix timestamp of update time escalation. RealTillTimeNotUsed Unix timestamp of pending time. Number of Articles The number of articles in the ticket. Process The name of the process in which a process ticket is involved. Activity The name of the activity in the process. Activity Status The status of the activity in the process. DynamicField_NameX The name of the dynamic fields added to the system. The list of dynamic fields is different in each system.