Visualization of current agent loading by states
The RS4OTRS Agent Workload module is a dashboard widget that displays the number of tickets for certain states for agents, as well as the average daily number of closed tickets for the last month (last 30 days).
- Agent workload
- Flexible settings
- Ticket list drill-down
- Agent filter (new feature - version 6.0.2, Apache restart is required)
To view the widget, go to the “Dashboard” menu (Figure 3.1), then in the “Parameters” section switch on the “Agents Workload” widget and click the “Save settings” button (Figure 3.2).
Figure 3.1. Menu “Dashboard”
Figure 3.2. Enabling the “Agents Workload” widget
The interface of the widget is shown in Figure 3.3. Only agents from yours «My queues@ are displayed in the widget. You can setup preferred queues in the section “Personal Settings” - “Configuring Notifications” (Figure 3.4).
Figure 3.3. Widget “Agents Workload”
Figure 3.4. My queues
The widget displays a list of agents (table rows), as well as the number of tickets by states for agents (table columns).
The last row of the table “Total” displays the total (for all agents) number of tickets in each state.
The last column of the table “Average number of closed” displays the average number of closed requests per day for the last month (last 30 days) for each of the agents.
When you click on the number of tickets, a list of corresponding tickets is displayed (Figure 3.5).
Figure 3.5. Display of tickets
Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).
The steps for installing the package are described in the official OTRS instructions for the Administrator.
Module Configuration (in System configuration)
The system configuration for the module is not required.
Module configuration (in the "Administration" section)
The module configuration in the “Administration” section is not required.
The additional module configuration is not required.
Minimal requirements to hardware for OTRS:
- Processor 3 GHz Xeon or comparable
- RAM 8 GB RAM
- Disk space 256 GB
- OTRS Community Edition 6.0
- The translation is corrected
- New feature - agent filter