The following table lists the standard attributes defined for KANA Response & Response Live integrated version.
|
Attribute |
Description |
Type |
|
case ID |
The case number of the incoming message. Case ID is not available for Filter Group rules because these rules concern messages that have not been added to the Response database and, therefore, do not have case IDs. |
integer |
|
create date
|
The date an incoming message arrived in the KANA Response system. Use the Select icon to pick a date from a calendar. |
date |
|
current date |
The date on which the rule is being processed. |
date |
|
current time |
The time at which the rule is being processed. |
date |
|
external case ID |
Ties a KANA Response case to a case from a third-party system. Use of this attribute requires programmatic integration of the two systems. |
integer |
|
incoming subject |
The text included in the subject line of the message. |
text |
|
labeled as |
User defined labels. |
Boolean (true or false) |
|
link |
This option allows you to set rules based on links. If a message contains links, then a rule can be defined with a corresponding Action. |
text |
|
message age |
The elapsed time in minutes, hours, or days, since the message entered the KANA Response system. |
integer |
|
message language |
This rule attribute takes a language name as a parameter and tests whether the language of the message is the same as the specified language. |
text |
|
message categorization |
This rule attribute tests whether the message has been categorized with the specified category. |
text
|
|
message type |
Whether the message is of the specified type. Valid types are reply, auto-reply, bulk, and bounced. |
Boolean (true or false) |
|
queue age |
The age of the messages in the specified queue. |
integer |
|
queue size |
The number of messages in the specified e-mail queue. |
integer |
|
receiver's address |
The POP mailbox address or alias address to which the incoming message was sent. |
text |
|
receiver' name |
The POP mailbox or alias name as defined in the KANA Response system. |
text |
|
sender's address |
The e-mail address of the customer who sent the message. Same as email entered on chat login page. |
text |
|
sender's name |
The name of the customer who sent the message. Same as name entered on chat login page. |
text |
|
subject length |
The number of characters in the subject line of the incoming message. |
text |
|
iChannelID |
The look and feel of User Interface of the Agent, gives a variation based on the iChannelID. |
system generated |