Forum GLPI-Project

sandroalves

Member

Registered: 2021-07-03

Posts: 33

Control the productivity of the team

Guys,

how do you control the productivity of the team regarding the attendance of calls daily?

Example: How do you know that the technician or analyst worked on the calls on a daily basis?

Thanks.

aachour

Member

Registered: 2020-01-23

Posts: 10

Re: Control the productivity of the team

What worked for me is having a daily brief where everyone quickly updates on what they've accomplished and what's next.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Control the productivity of the team

we manage it that way :

every time someone works on a ticket, it is reported as a ticket task with time.
this allows his collegues to know what was allready done and diagnose if they ever need to work on this tickets afetr escalation.

manager can also use differents reports ( from reports plugin) showing : how many task, how much time, how many tickets  by user, by day  etc...

or you cans with external tools connect to database  ie :

SELECT U.`realname` AS UREALNAME, 
SEC_TO_TIME( sum( T.actiontime ) ) AS TDUREE 

FROM `glpi_tickettasks` AS T 
JOIN `glpi_users` AS U ON T.`users_id` = U.`id`  
WHERE 1=1 AND (T.`date_creation`>= '2023-06-01 00:00:00' AND T.`date_creation`<='2023-09-13 23:59:59' ) group by UREALNAME

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GLPI10.0.16 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.3 reports 1.16.0 formcreator 2.13.9, datainjection 2.13.5 fields 1.21.9