Analytics
Analytics
Track support metrics and optimize your team's performance
Analytics gives you visibility into your support operations, AI performance, and customer satisfaction. Use data to identify trends, spot issues, and improve your service.
Overview
Keva tracks metrics across:
- Tickets - Volume, resolution times, categories
- AI Performance - Autonomy success, accuracy, confidence
- Team - Response times, workload, productivity
- Customers - Satisfaction, sentiment, retention
Key Features
Dashboard
Real-time metrics and trends
System Health
Monitor infrastructure status
Reports
Scheduled exports and custom reports
Core Metrics
| Metric | Description |
|---|---|
| Volume | Tickets created per period |
| Resolution Time | Average time to solve |
| First Response | Time to first reply |
| AI Resolution Rate | % solved without human |
| CSAT | Customer satisfaction score |
| NPS | Net promoter score |
Dashboard Overview
The main analytics dashboard shows:
┌─────────────────┬─────────────────┐
│ Today's Stats │ Trend Graph │
├─────────────────┼─────────────────┤
│ AI Performance │ Team Activity │
├─────────────────┴─────────────────┤
│ Recent Tickets by Category │
└───────────────────────────────────┘Time Ranges
View data across different periods:
- Today - Current day activity
- 7 Days - Week-over-week trends
- 30 Days - Monthly patterns
- 90 Days - Quarterly review
- Custom - Any date range
Filtering
Filter analytics by:
- Assignee - Specific team member
- Category - Ticket category
- Priority - Urgency level
- Channel - Email, Slack, etc.
- Tags - Custom tags
AI Insights
Keva provides AI-powered analysis:
- Trend detection - Unusual patterns
- Anomaly alerts - Spikes or drops
- Predictions - Expected volume
- Recommendations - Suggested improvements
Comparisons
Compare performance:
- This week vs. last week
- This month vs. last month
- Team member vs. team average
- AI vs. human resolution
Quick Actions
From analytics, you can:
- Drill into specific tickets
- Export data to CSV
- Schedule recurring reports
- Set up alerts for thresholds
- Share dashboards with team
Getting Started
- Visit Analytics in the sidebar
- Review the default dashboard
- Adjust the time range
- Apply filters as needed
- Bookmark useful views