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Team performance

Track your team's performance and when they are busiest.
Team Performance in Advanced Reports

Total New Tickets

A ticket is a conversation with a customer. A single ticket may have many messages and generally aligns with a conversation (or thread) in Gmail.
This number reflects the number of tickets created during the selected time window and mailbox(es). A day begins at 00:00:00 (midnight) and ends at 23:59:59 (or 11:59pm) in your company’s time zone.
New tickets that match a Workflow that applies the "Ignore & Discard" action are not counted.

Current Open Tickets

This is the number of tickets with a status of open at 23:59:59 at the last selected day (using the date picker) in the company’s time zone for the selected mailbox(es).

Average New Tickets Per Day

For the selected time period and mailboxes, the average number of new tickets created per day. As with the New Ticket calculation, this does not include tickets that are "Ignored & Discarded" by a workflow.

Average (First) Response Time

For the selected time period and selected mailbox(es), the average amount of time it takes for a conversation to get a response. If you are using Keeping's autoreply feature, the autoreply is not counted in the response time calculation.
  • First Response Time reflects the amount of time it takes for a new ticket to get its first response from one of your agents.
  • Response Time reflects the amount of time subsequent messages in a ticket take to get a response from one of your agents. If there is only a single reply to a customer, then response time and first response time will be the same.
Response time is calculated based on your company's business hours. Importantly, responses made outside of your business hours are not included in your response time calculation

Busiest Times

Busiest Times Graph
The Busiest Times grid can help you better understand when your team is under high load. The days and hours of the grid reflect your company's business hours (set on your preferences page), and the number in the grid reflects the number of new tickets (or messages) that are processed during that time period.
If you select a time period that includes multiple weeks, the busiest time graph will show an average number of tickets or messages for the selected day and time.
Use the drop down menu to switch between Messages and Tickets.