Statistics

System Statistics

The System Statistics section in the Statistics window shows message information for the current date.

Active

Shows the total number of messages not yet answered in all queues in the KANA Response system. When you click the Active value, the Find window opens with a list of all unanswered questions in all queues.

Received

Shows the total number of messages received today. When you click the Received value, the Find window opens with a list of questions in all queues received today. Note that if the KANA Response administrator has set up rules that tell the system to drop certain messages, the dropped messages are not included in the number and do not appear in the list.

Originated

Shows the total number of messages created today. When you click the originated value, the Find window opens with a list of messages in all queues originated today.  Originated includes follow-messages, does not include campaign messages or responses to the incoming messages.

Completed

Shows the total number of messages completed today. When you click the Completed value, the Find window opens with a list of questions in all queues completed today.

Important!  Completed follow-up messages will not show up in Statistics under Completed messages because follow-up messages have the same case id that the follow up message was created for. If you search for completed messages (CTRL +F) in your Inbox, the follow-up messages will display.

Completed messages also include campaign messages.

Mean Age

Shows the average age for all unanswered messages in all queues.

Oldest

Shows the age of the oldest unanswered message in all queues.

Department Statistics

The Department Statistics section in the Statistics window shows a table of information for messages in queues for all departments in your KANA Response system. The list of departments in the table is presented in a hierarchical tree that you can expand and collapse to see the detail you need. When you collapse a department, the row of information in the table includes data for all sub-departments and queues within the department. When you expand a department, you can see details for all sub-departments and queues within the department. In an expanded department, the statistics no longer include the summarized statistics for all sub-departments and queues.

Active Categories

Displays a list of the top ten categories used today and how many messages were assigned to each. If you select a value for a category, the Find results include questions from all queues completed with that category today. By seeing the number of categorized messages and the categories used, you can tell what your customers’ interests are, and make plans based on this information.

Active User Statistics

View number of messages you completed today. When you click the value, the Find window opens with a list of the messages you completed today.

Active Users

Displays a list of all users currently logged into the system with questions in their Inboxes.