OTOBO Power BI & Reporting — Export Statistics for Analysis
In the OTOBO Helpdesk, you can create extensive statistics and reports to gain valuable insights into your support processes. With OTOBO BI (Business Intelligence) and tools like Power BI or Excel, you can analyze your data in depth and meet your reporting requirements. The data can be easily exported as CSV and used for further evaluations in Power BI to gain valuable insights for management and the optimization of your helpdesk.
Setting up Statistics Permissions in OTOBO
Section titled “Setting up Statistics Permissions in OTOBO”To be able to create statistics in OTOBO, you need the stats permissions. These can be adjusted in the Admin area under the Agent tile. By specifically assigning these permissions, administrators can ensure that only authorized users can access and edit sensitive data.
See the section “Difference between ro and rw statistics permissions” below for more details.
Statistics Management in the OTOBO Portal
Section titled “Statistics Management in the OTOBO Portal”In the Statistics Management menu item of the OTOBO portal, you get an overview of all statistics already created. Here you can view and analyze existing statistics as well as create new statistics according to your needs.
Functions of Statistics Management
Section titled “Functions of Statistics Management”- Overview of all statistics: Central management of statistics with easy navigation to the desired data.
- Create new statistics: Via “Add Statistics” you can create and customize new statistics.
- View existing statistics: Click on a statistics number to view detailed information and analyses.
- Import statistics: Import statistics from other OTOBO instances via the import function.
Creating a New Statistic in OTOBO
Section titled “Creating a New Statistic in OTOBO”In the Statistics Management menu item, you can create a new statistic. Creating a statistic includes selecting the statistics type as well as the detailed configuration of the required parameters in the form.
Statistics Types
Section titled “Statistics Types”- Dynamic Matrix: Representation of data in a cell-based format.
- Dynamic List: List-based representation with various attributes.
- Static: Fixed, non-configurable statistics for predefined data analyses.
Evaluating Statistics and Using CSV Files
Section titled “Evaluating Statistics and Using CSV Files”After you have created a statistic, it is displayed in the statistics list. You can execute the statistic and export it in the desired format.
The exported data can be downloaded as a CSV file, which offers you a multitude of possibilities for further analysis.
OTOBO Statistics with Business Intelligence – Power BI and Excel
Section titled “OTOBO Statistics with Business Intelligence – Power BI and Excel”Data Export from OTOBO
Section titled “Data Export from OTOBO”After you have created a statistic in OTOBO and exported it as a CSV file, you can import the data into Business Intelligence tools like Microsoft Power BI or Excel. This enables in-depth analyses, visualizations, and reporting.
Importing OTOBO Statistics Data into Excel
Section titled “Importing OTOBO Statistics Data into Excel”- Open CSV file: Open Excel and select “Data” > “From Text/CSV”. Select the downloaded OTOBO CSV file.
- Analyze data: Use Excel functions like Pivot tables, charts, and filters to analyze the data and create reports.
- Automate reports: Use macros or Excel formulas to generate automatic evaluations of your statistics data.
Importing OTOBO Statistics Data into Power BI
Section titled “Importing OTOBO Statistics Data into Power BI”- Open Power BI: Start Power BI Desktop and select “Get Data” > “Text/CSV”. Select the exported CSV file.
- Prepare data: Use Power BI to clean and transform the data, e.g., by removing unnecessary columns or renaming attributes.
- Create visualization: Create interactive dashboards and reports by using the various visualization tools in Power BI. For example, you can create charts for ticket distribution, average processing time, or customer satisfaction.
- Plan refreshes: Generate the OTOBO export on a regular schedule and replace the source file. Whether Power BI can refresh it automatically depends on the storage location, gateway, and your Power BI license.
Advantages of OTOBO Business Intelligence with Power BI and Excel
Section titled “Advantages of OTOBO Business Intelligence with Power BI and Excel”- Detailed analyses: With OTOBO BI and Power BI, you identify bottlenecks and trends in the ticket workflow to optimize service processes.
- Repeatable reporting: A documented CSV export and stable columns support regular reports in Power BI or Excel.
- Interactive dashboards: Use Power BI to create filterable dashboards for helpdesk performance.
Displaying OTOBO Statistics in the Dashboard
Section titled “Displaying OTOBO Statistics in the Dashboard”You can also display the statistics in the dashboard as a widget. To do this, you must open the statistics settings and activate the option “Show as dashboard widget”.
Creating an OTOBO Report – Automated Evaluation
Section titled “Creating an OTOBO Report – Automated Evaluation”
Via the statistics navigation menu, you can create a new report and add statistics to the report. This report is sent at regular intervals via email, so that you always remain informed about current developments.
Summary
Section titled “Summary”With the statistics and reporting tools in OTOBO, you can gain valuable insights into your support processes. By exporting the statistics data as CSV files and using Business Intelligence tools like Power BI and Excel, you have the possibility to analyze your data comprehensively and create meaningful reports. Use these functions to improve the efficiency and quality of your customer service.
Do you have questions about OTOBO statistics or integration into Power BI? Contact us for more information!
Frequently asked questions
How do I set up permissions for managing and creating statistics in OTOBO?
Agents require specific stats permissions to create or manage statistics in OTOBO. These permissions are configured in the Admin area under the Agent tile. Administrators can assign these permissions to control who has access to sensitive data and reporting functionalities. The documentation hints at a distinction between ro (read-only) and rw (read-write) statistics permissions, implying that rw is needed for creating new statistics, while ro might suffice for viewing existing ones. This granular control ensures that only authorized personnel can generate or modify reports, maintaining data integrity and security within the helpdesk system.
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What are the steps to create a new statistic in OTOBO, and what types are available?
To create a new statistic in OTOBO, navigate to the "Statistics Management" menu item within the OTOBO portal. Here, you'll find an "Add Statistics" option. Clicking this allows you to define a new statistic by selecting a statistics type and configuring its parameters in a form. OTOBO offers three primary statistics types:
- Dynamic Matrix: This type presents data in a cell-based format, ideal for cross-tabulations and comparisons.
- Dynamic List: This provides a list-based representation with various attributes, suitable for detailed itemized reports.
- Static: These are fixed, non-configurable statistics designed for predefined data analyses.
After selecting the type and parameters, the statistic will be displayed in the statistics list, ready for execution and export.
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How can I export OTOBO statistics and import them into Business Intelligence tools like Power BI or Excel for analysis?
Once a statistic is created and executed in OTOBO, it appears in the statistics list, from where you can export it. The most common and versatile export format is CSV (Comma Separated Values). After downloading the CSV file, you can import this data into Business Intelligence tools such as Microsoft Power BI or Excel for in-depth analysis and visualization.
- For Excel: Open Excel, go to "Data" > "From Text/CSV," and select your OTOBO CSV file. You can then use Excel's features like Pivot tables, charts, and filters to analyze the data and generate reports. Macros or formulas can automate these evaluations.
- For Power BI: Start Power BI Desktop, select "Get Data" > "Text/CSV," and choose your exported OTOBO CSV. Power BI allows you to clean and transform the data (e.g., removing columns, renaming attributes) before creating interactive dashboards and reports. You can visualize ticket distribution, average processing times, or customer satisfaction. For regular reporting, you'll typically generate the OTOBO export on a schedule and replace the source file, with Power BI's automatic refresh capabilities depending on your setup.
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What are the advantages of using OTOBO statistics with external BI tools like Power BI and Excel?
Integrating OTOBO statistics with external Business Intelligence tools like Power BI and Excel offers significant advantages for enhancing helpdesk operations and decision-making.
- Detailed Analyses: OTOBO BI combined with Power BI allows for the identification of bottlenecks and trends within the ticket workflow. This granular insight helps in optimizing service processes, understanding agent performance, and improving response times.
- Repeatable Reporting: By establishing a documented CSV export process with stable column structures, you can support the generation of consistent and regular reports in Power BI or Excel. This ensures that stakeholders receive up-to-date and comparable data over time.
- Interactive Dashboards: Power BI enables the creation of highly interactive and filterable dashboards. These dashboards provide a dynamic overview of helpdesk performance, allowing users to drill down into specific data points, visualize key metrics such as ticket distribution, average processing time, and customer satisfaction, and make data-driven decisions more effectively.
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Can OTOBO statistics be displayed on the dashboard or used for automated email reports?
Yes, OTOBO provides functionalities to integrate statistics directly into the dashboard and to set up automated reports.
- Dashboard Widget: To display a statistic as a widget on the OTOBO dashboard, you need to open the specific statistic's settings. Within these settings, activate the option "Show as dashboard widget." This allows agents and administrators to quickly view key performance indicators and trends directly upon logging into the system, providing immediate insights without needing to navigate to the statistics management section.
- Automated Reports: OTOBO also supports the creation of automated reports. Through the statistics navigation menu, you can create a new report and add various statistics to it. These reports are then configured to be sent at regular intervals via email. This ensures that relevant stakeholders are consistently informed about current developments, performance metrics, and critical trends in the support processes, fostering proactive management and continuous improvement.
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