Advanced Reports

Keeping's Advanced Reporting provides deep insights into the performance of your team.

Keeping's Advanced Reporting provides deep insights into the performance of your team. Measure ticket and message volume, response time, and filter the data by mailbox, tag, or agent.

Advanced Reporting is included in the Advanced and Enterprise subscription plan.s

Team Performance

The Team tab shows your busiest times and summary metrics for your team's performance.

Team performance

Team Performance in Advanced Analytics

Agent Performance

See statistics for individual agents on the Agent tab.

Agent performance

Agent Statistics in Advanced Reports

Ticket Statistics

Ticket statistics

Understand how many new tickets are created over time, or how many tickets your team closes, has open, or are in pending states.

Ticket Statistics in Agent Reports

Message Statistics

See how many message your shared mailboxes receive and how many messages your team sends over time.

Message Level Statistics in Advanced Reports

Data Availability

Data may lag a number of hours for any metrics shown that include the current day. Depending on the volume of activity in your account, you can expect up to six months of historical data. Please contact us if you require a longer reporting window. Otherwise, we recommend periodically exporting your data using the "Export to CSV" feature.

Setting Your Organizations Business Hours

In order to correctly calculate response and busiest times, you should set the business hours and time zone for your organization. You can find this setting at the bottom of your preferences page.

Set your business hours

Keeping does NOT recalculate historical response times if you change your organization's time zone or working hours. All changes are reflected going forward from the change.