Features (AddOns)

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InBox AgentSentimentalDashboard

Version 6.0.0

Creation date 2021-05-27

Resources

Dashboard to analyze sentimental

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [6.x.x]

Modules

The following modules are required:

  • InBox Core 6.22.7 or superior
  • InBox TicketInvoker (6.1.0) or superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ AgentSentimentalDashboard-6.0.0.opm

Configuration

This module must be configured via System Configuration in the administrative interface. The following configuration options are available:

AgentSentimentalDashboard::Core::EnableChartOfDashBoard

this setting allows you to enable and disable the display of graphics by period

Enable DashBoard graphics. Being 1 - Enabled and 0 - Disabled

AgentSentimentalDashboard::Core::DynamicFieldMap

This configuration allows to select the dynamic field that will provide the information of sentimental

AgentSentimentalDashboard::Core::NumberOfRecords

This setting defines the number of records per page

AgentSentimentalDashboard::Core::BlockedQueues

This configuration defines the queues that will not be considered in the period graphs

AgentSentimentalDashboard::Core::ConfigSentimentalHating

This option allows you to configure the rating intervals

To configure the classification of intervals it is necessary to define a starting value for each feeling

Defining

NEGATIVE = -1

NEUTRAL = 0

POSITIVE = 0.5

The range definition would be

NEGATIVE NEUTRAL POSITIVE
-0.9 0 0.5
-0.8 0.1 0.6
-0.7 0.2 0.7
-0.6 0.3 0.8
-0.5 0.4 0.9
-0.4 1
-0.3
-0.2
-0.1

AgentSentimentalDashboard::Core::VisibleColumns

This option defines the columns that will be displayed in the table

  • "Age"

  • "PriorityID",

  • "ServiceID",

  • "Service",

  • "Type",

  • "Responsible",

  • "StateID",

  • "ResponsibleID",

  • "ChangeBy",

  • "EscalationTime",

  • "OwnerID",

  • "Changed",

  • "Owner",

  • "CustomerID",

  • "TypeID",

  • "Created",

  • "Priority",

  • "EscalationUpdateTime",

  • "QueueID",

  • "Queue",

  • "State",

  • "Title",

  • "CreateBy",

  • "TicketID",

  • "StateType",

  • "EscalationResponseTime",

  • "UnlockTimeout",

  • "EscalationSolutionTime",

  • "LockID",

  • "ArchiveFlag",

  • "TicketNumber",

  • "Lock",

Usage

It is possible to access the menu "Reports" > "Sentimental Dashboard"

Period View

Period View

Overview table

In overview table it's possible Overview

WebService

In the webservice folder there is a yml file with a basic webservice configuration.

To complete the integration it is necessary to create a request, informing the EndPoint of the service and its validation

  • HTTP::REST

RequesterCreate

Create a Requester Transporter

Requester

Mapping

In the Invoker part it is necessary to change the XLST mapping for incoming response to match the name of the dynamic field created to contain the returned value.

Requester