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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 Organization subscription plan.
The Team tab shows your busiest times and summary metrics for your team's performance.
Team Performance in Advanced Analytics
See statistics for individual agents on the Agent tab.
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Agent Statistics in Advanced Reports
Understand how many new tickets are created over time, or how many tickets your team closes, has open, or are in pending states.
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Ticket Statistics in Agent Reports
See how many message your shared mailboxes receive and how many messages your team sends over time.
Message Level Statistics in Advanced Reports
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.
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.
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.
Last modified 1yr ago