RSTickets Analytics - How to

Install and Uninstall

Install

1. Download RSTickets Analytics.
2. In your administrator web site, go to Extensions  Install/Uninstall.
3. Go to Upload Package File and browse for the RSTickets Analytics install file.
4. Press Upload file & Install.

Uninstall

1. In your administrator web site, go to Extensions  Install/Uninstall.
2. Click on Components and then select RSTickets Analytics component.
3. Click on Uninstall.

Getting Started with RSTickets Analytics

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nce the installation completed, you are ready to start working with RSTickets Analytics. Login to your Joomla administrator site and select from the menu component  RSTickets Analytics. You should see the following screen:

Figure 1 - Start up page

As you can see, the page is divided into two areas, mark as '1' and '2':

1. Unassigned tickets report - This table displays all unassigned tickets and their properties.
2. Assigned tickets analysis - If this is the first time that you use RSTickets Analytics (as in Figure 1 above), you will only see here the 'From' and 'To' date pickers. You need to pick the dates in order to see the report. In the next times, you will see the report for the last dates that were selected.

Configuring the pivot table

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he pivot table contains a feature that needs to be configured. This is needed only for the first time. Please follow the following steps:

Preperation

1. Select 'From' and 'To' dates and click 'Analyze' - Make sure that there are at least 3 tickets that were opened during that period. After the pivot table finished to load, you will see the pivot table first screen, as seen in Figure 2.
   

   

   Figure 2 - Pivot start screen

2. Click the 'Finish' button without selecting anything. You should see the pivot table similar to Figure 3.
   

   

   Figure 3 - Pivot Table

   Notice that the rows contain the values 'tickets' and 'response_time_minutes'. The pivot table sums up these values every time you filter your view or change the grid's rows and columns according to the context of the grid. While summing the number of tickets makes sense, summing the response time has no meaning. We will use the 'response_time_minutes' and the 'tickets' values to configure a formula that will calculate the average response time, which is a powerful value that we can use to evaluate the performance of our support staff.
   

Configuration

Follow the steps in this video to configure average response time in your pivot table:

Understanding RSTickets Analytics reports

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STickets Analytics displays 2 types of report:

1. Unassigned/Unreplied tickets report - This is a simple report that displays all tickets that currently not assigned to a support staff member, or that are assigned but there is no reply to the ticket yet. The table can be sorted by each column by clicking it.
   

   

   Figure 4 - Unassigned/Unreplied Tickets Report

2. Assigned tickets analytics - This report will display the Panorama's powerful pivot table, which allows you to interact with your RSTickets' data and look at it in various ways in a simple drag and drop environment. Use this report to ask questions and get answers about ticket opening trends, departments quality, support organization performance and much more. The pivot table has 2 values tickets number and average response time in minutes. These values will be recalculated and re-aggregated every time the grid is change in or every time there is new filter.

Working with the Pivot Table:

1. Read the tutorial - Panorama pivot table allows you to interact with your data, slice and dice it in a simple drag-and-drop environment in order to ask business questions and get answers immediately. This tutorial will teach you how to use it.



2. Save your view - After you created a view, you may save it by clicking the save icon on the top left corner of the gadget. Saving your view will ensure that the pivot table will start next time with the same view. Quick Tip: When you save the view, what being saved is the meta data and not the data itself, therefore, if you will start next time with different data, i.e. different start and end dates, the pivot table will display the new data with no problem.
   

3. How to work with dates – Dates considered special case in the pivot table. Understanding how to work with dates will allow you to get fast answers to important questions. There are 3 date entities:

   1. Year

   2. Quarter

   3. Month

Date entities, like all other entities, can be nested. For example if quarter is nested inside year, this will generates aggregation of the values per quarter/year. However, if quarter will stand alone without been nested under year (and year is also not part of the filter), this will lead to aggregation of the values per month with no consideration of the years. This is great feature for understanding seasonal effects. If you know that your customers usually open more tickets on January, or that support level is dropping during the holidays, you will know that you need to take action, and so on.