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InBox KPI

Version 6.7.17

Creation date 2019-08-08

Resources

This module aims to create key performance indicators for panel calls from user-defined parameters.

Prerequisites

Framework

The following versions of OTRS Framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.25.7 or superior

Operational system

The following operating systems are required:

  • [None]

Software de Terceiros

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ KPI-6.7.17.opm

API

Click here to access the module API.

Configuration

Defining if the dark background button will appear

This setting is responsible for defining whether or not the add dark background button in the KPIs will appear. To do this navigate to the 'Administration -> System Configuration' menu and look for "KPI::Core::BlackBackground":

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Set to 'Yes' so that the button below appears in KPI and makes the KPI dark background:

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This setting defines the columns that can be filtered in the ticket search result display of the agent interface with KPI. Only calling attributes, dynamic fields (DynamicField_NameX), and customer attributes (for example, CustomerUserPhone, CustomerCompanyName, ...) are allowed.

To do this navigate to the 'Administration -> System Configuration' menu and look for "Ticket::Frontend::AgentKPISearch ###DefaultColumns":

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These columns are displayed when you click on a KPI.

Usage

KPI Creation

In the top menu select the "Administration" option. After selecting it, filter the settings by entering "KPI" in the "Filter for Items" field. In the "Call Settings" select "KPIs":

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At the "KPI Manager" screen, go to the Actions menu and select the objects you want to add KPI:

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  • Selecting the item "Ticket Search":

Enter the fields according to your preference in the 'General' field:

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Name: This is the name to be displayed on screens where KPI is active.

Validity: Split between valid and invalid

Exit: This is the return format when you click on the graph.

Groups: User Access Group

Enter the fields according to your preference in the '** KPI Settings **' field:

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These fields will be considered as the call filters for the KPI.

Enter the fields according to your preference in the '** View Settings **' field:

First define whether the chart type will be ** Numeric ** or ** Chart **:

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The 'Numeric' type creates an indicator with the number of calls found by the filter.

Already type 'Graph' creates a chart of gauge being necessary to fill in the fields below:

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*Important: Setting Min / Max KPI Values:

The KPI works as follows: It captures the maximum amount that you, the user,

informed and divide by 4 to perform display.

After completing the fields, click the Submit button.

  • Selecting the item ** "SQL Query" **:

Enter the fields according to your preference in the '** General **' field:

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Name: This is the name to be displayed on screens where KPI is active.

Validity: Split between valid and invalid

Exit: This is the return format when you click on the graph. Currently this type of chart only supports Excel.

Groups: User Access Group

In the 'Options' field you can define an SQL query that KPI will use as a count. ** Remembering that each line returned by the select created is counted **:

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The test button shows the result of the query or if there were any errors with it:

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After that click save. You will be able to view the registered KPI, as well as delete or copy them:

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  • Selecting the item "Survey":

Enter the fields according to your preference in the 'General' field:

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Name: This is the name to be displayed on screens where KPI is active.

Validity: Split between valid and invalid

Exit: This is the return format when you click on the graph. Currently this type of chart only supports Excel.

Groups: User Access Group

Then choose the desired options:

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  • Selecting the item "Config Items":

Enter the fields according to your preference in the 'General' field:

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Name: This is the name to be displayed on screens where KPI is active.

Validity: Split between valid and invalid

Exit: This is the return format when you click on the graph. Currently this type of chart only supports Excel.

Groups: User Access Group

Then choose the desired options:

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KPI Pool Creation

In the Administration tab we find the option "KPI Sets", select it:

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Under Set Management, click “Add Set” to add a new set of KPIs.

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Define the desired fields as follows:

Set: Name for the set

Groups: Pool Access Groups

Validity: Valid or Invalid

Default serie: Sets whether the set will appear to users with no preferences chosen.

Set Type: You can choose 'Simple' or 'Complex'

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Choosing the type 'Simple', you must also fill in the field 'KPIs', where you will be provided KPI of type 'SQL Query' and type 'Call Search':

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Already choosing the type 'Complex', you must choose the number of columns of this set:

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After choosing the quantity, fields will appear for each column:

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KPIs: KPIs that will make up the chart in this column, currently only listed 'Call Search' type KPIs,

Chart Type: chart type for this column,

Title: Chart title for this column

'Line' chart type: When choosing the complex line graph, it is necessary to define the scale for the graph. Remembering that the graph uses the opening date of the ticket to perform the filters.

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The scale will be the 'x' axis of the graph.

KPI Scheduler

The KPI scheduler is responsible for sending KPI or statistics reports by email.

To create a new scheduler, navigate to the administrative interface and search for 'KPI Scheduler':

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After that, click on 'Add scheduler' and fill in the parameters as desired:

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The email with the chosen report will be sent to all attendants participating in the chosen user group.

To add more than 1 additional email in copy, you must separate the emails with ','.

The prefix will be included before the chosen kpi name, or statistic number.

The email template will be sent according to the chosen template. Only 'KPIScheduler' models will be listed. The 'StandardTemplate::Types' config must have the KPIScheduler key.

Remember, the scheduler name must be unique. And the daemon must always be running in the environment.

Configuration to Scheduler

KPI::Core::TimeZone

Defines the time zone to the scheduler use

KPI::Core::DirectoryToSaveKPIScheduler

Defines the directory on the server where the report sent by e-mail will be saved

KPI::Core::ColumnsHTMLExport

Defines the columns of tables in HTML | If not filled in, it will have no effect.

KPI Preview

From the Dashboard menu, find the SubMenu "Overview" and select the "Settings" gear in the upper right corner of the SubMenu.

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Under Available Columns, select and drag the created set to "Visible Columns". Save Changes.

We can now view the created KPI set.

Simple Set Examples:

  • Gauge Indicator:

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  • SQL Query Indicator:

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  • Numeric indicator:

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Complex set examples and 3 registered columns:

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By clicking on the title of complex set charts, all chart values ​​are exported. Already clicking on a sector, only the sector data will be exported.

Color change

In the 'AgentKPIWidget' action in the 'Bookmarks -> KPI' menu, you can change the colors of the bookmarks to a dark background.

To do this navigate to the 'Indicators -> KPI' menu and click on the symbol below:

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After that the KPI acquires the dark color:

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Extra filters KPI

Ticket Last article interaction

get the tickets that had the last article interacted by the agent

  • within the last ...

returns tickets that had interaction in the last period and open tickets that did not have attendant interaction in the last period

  • more than ... ago

returns tickets that had interaction prior to the selected period and returns open tickets that had no operator interaction prior to the selected period

filter