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Commit f5fd6e5b authored by aydreeihn's avatar aydreeihn
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Edit tool tips, add Date Range above Statistics

parent 4067fe8a
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...@@ -200,8 +200,6 @@ class OverviewReport { ...@@ -200,8 +200,6 @@ class OverviewReport {
$headers = array(__('Department')); $headers = array(__('Department'));
$header = function($row) { return Dept::getLocalNameById($row['dept_id'], $row['dept__name']); }; $header = function($row) { return Dept::getLocalNameById($row['dept_id'], $row['dept__name']); };
$pk = 'dept__id'; $pk = 'dept__id';
//adriane
// $pk = 'dept_id';
$stats = $stats $stats = $stats
->filter(array('dept_id__in' => $thisstaff->getDepts())) ->filter(array('dept_id__in' => $thisstaff->getDepts()))
->values('dept__id', 'dept__name'); ->values('dept__id', 'dept__name');
......
...@@ -51,49 +51,41 @@ opened: ...@@ -51,49 +51,41 @@ opened:
assigned: assigned:
title: Assigned title: Assigned
content: > content: >
Tickets that have been assigned to either an Agent or a Team while having the Tickets that have been assigned to either an Agent or a Team. The number
Department, Help Topic, or Agent on the ticket. The number reflects tickets that reflects tickets that are manually assigned to agents or teams, claimed
are manually assigned to agents or teams, claimed tickets, and tickets assigned tickets, and tickets assigned from ticket filters/other auto-assignment rules.
from ticket filters/other auto-assignment rules.
overdue: overdue:
title: Overdue title: Overdue
content: > content: >
Tickets that have been marked ‘Overdue’ by the system while having the Department, Tickets that have been marked ‘Overdue’ by the system. Tickets are marked
Help Topic, or Agent listed on the ticket. Tickets are marked Overdue when they Overdue when they have violated the SLA Plan to which they belonged, causing
have violated the SLA Plan to which they belonged, causing them to have a status of them to have a status of ‘Open’ past their Due Date.
‘Open’ past their Due Date.
closed: closed:
title: Closed title: Closed
content: > content: >
The number of Tickets that are currently in the Closed status The number of Tickets that are currently in the Closed status.
while also having the Department, Help Topic, or Agent on the ticket.
reopened: reopened:
title: Reopened title: Reopened
content: > content: >
The total number of times a ticket was Reopened while also having the Department, The total number of times a ticket was Reopened. Tickets
Help Topic, or Agent listed on the ticket within the timeframe chosen. Tickets
are reopened whenever their status is changed from Closed to Open. are reopened whenever their status is changed from Closed to Open.
deleted: deleted:
title: Deleted title: Deleted
content: > content: >
The amount of tickets that have been deleted while having the The amount of tickets that have been deleted.
Department, Help Topic, or Agent listed on the ticket within the timeframe
chosen.
service_time: service_time:
title: Service Time title: Service Time
content: > content: >
Refers to the duration of time that begins at the opening of a ticket and ends Refers to the duration of time that begins at the opening of a ticket and ends
when the ticket is closed without being reopened again. The Service Time column when the ticket is closed. The Service Time column measures the average Service
measures the average Service Time per ticket, in hours, within the specified date Time per ticket, in hours.
span.
response_time: response_time:
title: Response Time title: Response Time
content: > content: >
Shows an average of the number of hours between when a user posted a message on a Shows an average response time by an Agent, in hours, to ticket correspondence.
ticket and when an agent responded/replied to the customer.
...@@ -67,6 +67,19 @@ $plots = $report->getPlotData(); ...@@ -67,6 +67,19 @@ $plots = $report->getPlotData();
<hr/> <hr/>
<h2><?php echo __('Statistics'); ?>&nbsp;<i class="help-tip icon-question-sign" href="#statistics"></i></h2> <h2><?php echo __('Statistics'); ?>&nbsp;<i class="help-tip icon-question-sign" href="#statistics"></i></h2>
<p><?php echo __('Statistics of tickets organized by department, help topic, and agent.');?></p> <p><?php echo __('Statistics of tickets organized by department, help topic, and agent.');?></p>
<p><b><?php echo __('Range: '); ?></b>
<?php
$range = array();
foreach ($report->getDateRange() as $date)
{
$date = str_ireplace('FROM_UNIXTIME(', '',$date);
$date = str_ireplace(')', '',$date);
$date = new DateTime('@'.$date);
$date->setTimeZone(new DateTimeZone($thisstaff->getTimezone()));
$range[] = $date->format('F j, Y');
}
echo __($range[0] . ' - ' . $range[1]);
?>
<ul class="clean tabs"> <ul class="clean tabs">
<?php <?php
...@@ -92,28 +105,44 @@ foreach ($groups as $g=>$desc) { ...@@ -92,28 +105,44 @@ foreach ($groups as $g=>$desc) {
<th <?php if ($j === 0) echo 'width="30%" class="flush-left"'; ?>><?php echo Format::htmlchars($c); <th <?php if ($j === 0) echo 'width="30%" class="flush-left"'; ?>><?php echo Format::htmlchars($c);
switch ($c) { switch ($c) {
case 'Opened': case 'Opened':
?><i class="help-tip icon-question-sign" href="#opened"></i><?php ?>
<i class="help-tip icon-question-sign" href="#opened"></i>
<?php
break; break;
case 'Assigned': case 'Assigned':
?><i class="help-tip icon-question-sign" href="#assigned"></i><?php ?>
<i class="help-tip icon-question-sign" href="#assigned"></i>
<?php
break; break;
case 'Overdue': case 'Overdue':
?><i class="help-tip icon-question-sign" href="#overdue"></i><?php ?>
<i class="help-tip icon-question-sign" href="#overdue"></i>
<?php
break; break;
case 'Closed': case 'Closed':
?><i class="help-tip icon-question-sign" href="#closed"></i><?php ?>
<i class="help-tip icon-question-sign" href="#closed"></i>
<?php
break; break;
case 'Reopened': case 'Reopened':
?><i class="help-tip icon-question-sign" href="#reopened"></i><?php ?>
<i class="help-tip icon-question-sign" href="#reopened"></i>
<?php
break; break;
case 'Deleted': case 'Deleted':
?><i class="help-tip icon-question-sign" href="#deleted"></i><?php ?>
<i class="help-tip icon-question-sign" href="#deleted"></i>
<?php
break; break;
case 'Service Time': case 'Service Time':
?><i class="help-tip icon-question-sign" href="#service_time"></i><?php ?>
<i class="help-tip icon-question-sign" href="#service_time"></i>
<?php
break; break;
case 'Response Time': case 'Response Time':
?><i class="help-tip icon-question-sign" href="#response_time"></i><?php ?>
<i class="help-tip icon-question-sign" href="#response_time"></i>
<?php
break; break;
} }
?></th> ?></th>
......
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