Help
HomeFeaturesPricingBlog
  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
Powered by GitBook
On this page
  • Team Performance
  • Agent Performance
  • Ticket Statistics
  • Message Statistics
  • Data Availability
  • Setting Your Organizations Business Hours
  1. Reporting & Analytics

Advanced Reports

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

PreviousFirst response timeNextTeam performance

Last updated 11 months ago

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.

Agent Performance

See statistics for individual agents on the Agent tab.

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.

Message Statistics

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

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

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.

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 .

Agent performance
Ticket statistics
preferences page
Set your business hours
Team performance
Team Performance in Advanced Analytics
Agent Statistics in Advanced Reports
Ticket Statistics in Agent Reports
Message Level Statistics in Advanced Reports