Talk:OTRS/Reports/2013

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Closed vs. backlog[edit]

Thanks for the report. It would be useful to compare the absolute number of tickets closed to the backlog, or the number of tickets opened. For instance, I wonder if the absurd increase of info-fa is an increase of interest or someone clearing a backlog; and if info-it, info-pt (-75 %) and Wikiquote queue are just less used or backlogged. --Nemo 09:06, 17 March 2014 (UTC)

Hi Nemo, thanks for your interest. I did not retrieve the (meta)data of all tickets created in 2013 but I just checked this for the queues you mentioned. In info-fa, 342 tickets were created in 2013 (compared to 400 closed); info-it: 429 (compared to 420 closed); info-pt: 65 (compared to 42 closed); Wikiquote: 55 (compared to 59 closed). If you wish to take the difference as a proxy of the accrued backlog, please note that there is only one close date per ticket. If you write us in Dec 2013 and we reply in Dec 2013, then send a follow-up in Jan 2014, this ticket will count towards the number of tickets created in 2013 but not towards the number of tickets closed in 2013, inflating the expected backlog. While generally this effect is compensated by tickets from 2012 that get reopened (and eventually closed) in 2013, this of course gets asymmetrical when you, as you do, concentrate on queues with very high change rates. // You might find it helpful to have the number of tickets created in 2012: 145 in info-fa, 649 in info-it, 177 in info-pt and 102 in Wikiquote. Hope that helps. Best, — Pajz (talk) 12:05, 19 March 2014 (UTC)

Thanks[edit]

Thanks for this report! And of course thank you to all OTRS volunteers!

I'm especially glad that the improved spam handling reduces the amount of spam volunteers have to deal with manually in the queues. Sharihareswara (WMF) (talk) 16:02, 17 March 2014 (UTC)

Thanks and german feedback[edit]

Thanks for the stats! And a big thank to OTRS volunteers! I asked german users for OTRS stats interpretation at de:Wikipedia Diskussion:Support-Team#OTRS-Statistik 2013.

  • There is a slight decline in info-de which may be due to normal fluctuation or to the visibility of the OTRS-emailaddress. Was there a change in 2012/2013 in mobileWP visibilty of "contact us" or "about wikipedia" links?
  • It was noted that deWP has the highest tickets-per-agent-ratio (150), which is not so good. And the number of OTRS-agents is not increasing.

What do other Wikipedias make of those stats? Any feedback? --Atlasowa (talk) 13:22, 19 March 2014 (UTC)