Possibility to know how long an agent has been logged in

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IXLabs
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Possibility to know how long an agent has been logged in

Post by IXLabs »

Hi.

I was wondering myself if it is possible to extract the data from somewhere where i could build a report with the times per day / month an agent has been logged in.
With that using the tickets closed per month, we can launch situations about how "effective" is our team.
Maybe using the "who's online" function from OTRS, but i don't now see how.

Using otrs 2.4.10 on linux.

Thanks!

reneeb
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Re: Possibility to know how long an agent has been logged in

Post by reneeb »

That's no possible. The sessions are deleted when they are expired. And the times are meaningless. I think very often the agents do not log out, but let the session expire... Then you would get a wrong number...
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IXLabs
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Re: Possibility to know how long an agent has been logged in

Post by IXLabs »

Hi reneeb.

Hi i know this statistics are not going to be very reliable but it better than nothing or command the agents to introduce every time the time they spend fixing a ticket. With almost 2000 daily tickets its quite a bit so much.
I was thinking in the sessionid value, it seems it has a data called: UserLogin:bnVudGVyYmVyZ2Vy:
So if i could decrypt this, i could get the name, extract the data and do my magic.

Do you know which kind of salting is housing otrs ?

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Re: Possibility to know how long an agent has been logged in

Post by jojo »

you should update to 3.3.x as the sessions will give you there an UNIX timestamp
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IXLabs
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Re: Possibility to know how long an agent has been logged in

Post by IXLabs »

jojo wrote:you should update to 3.3.x as the sessions will give you there an UNIX timestamp
mmm, that's interesting. Maybe we can move to the new version, but at the moment is not possible.
But thanks for the info, maybe i can use it as an advantage for upgrade.

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