# Statistics

Statistics group reports on tickets as well as reports coming from plugins.

Reports can be parameterized on a given time slot.

## Reports on tickets

### **Global**

Display general statistics on tickets:

* Number of opened , solved, late and closed tickets;
* Average time of processing, resolution, closure and real duration;
* Number of satisfaction surveys, opened or answered;
* Average satisfaction.

### **By ticket:**

Display statistics on tickets items, selected via a dropdown (requester, assigned technician, impact...).

Table shows following items in four groups:

* Number of opened , solved, late and closed tickets;
* Number of opened satisfaction surveys, number of answers and average satisfaction;
* Average `Take into account` time (duration between ticket opening and first action on ticket, follow-up, task or solution), resolution time or closure time;
* Real ticket duration, average and total (real duration of allocated technician time for actions relevant for the ticket).

### **By hardware characteristics**

Displays statistics on computer items defined in associated items of a ticket (for example, model, operating system, motherboard...)

The table groups the same numbers as defined in statistics by tickets.

For these two types of reports, the button ![stats\_item](https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2Fgit-blob-76e290ac82e2a04eb5efea9c950ec7964620aff2%2Fstats_item.png?alt=media) located on each result line allows to display the statistics as a graphic.

### **By hardware**

Display number of tickets assigned to each hardware, sorted by number of tickets.

The option **See graphics**, when available, allows to display result as a pie chart.

{% hint style="info" %}
When statistics are done on a tree structured item (groups or categories for example), two presentations are available:

* Normal: all values are displayed
* Tree: only values at same level are displayed, taking into account the tickets attached to child elements. It is possible to navigate into values tree.
  {% endhint %}