In the Statistics window, you can:
See message and response statistics for each department, queue, and user and for any part of KANA Response that you have access to
View the number of active, received, and sent messages; how long a message has been in the system; and the age of the oldest message
Note: Originations and completed follow-up messages do 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.
The Statistics window includes the following:
The System Statistics section shows message information for the current date as follows:
Active: Shows the total number of messages not yet answered in all queues in KANA Response. Click the Active icon to open the Find Message Results window to view a list of all unanswered messages in all queues.
Received: Shows the total number of messages received today. Click the Received icon to open the Find Message Results window to view a list of messages in all queues received today.
Note: If the KANA Response administrator has set up rules that direct the system to drop certain messages, the dropped messages are not included in the number and do not appear in the list.
Completed: Shows the total number of messages completed today. Click the Completed icon to open the Find Message Results window to view a list of messages in all queues completed today.
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
The Department Statistics section shows the following:
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.
The service level status for each department and queue as defined by the Content Administrator. The service level is the number of minutes the customer should expect to wait to receive a response to their message.
The Department Statistics section shows message information for the current date as follows:
Name: When you collapse a department, the row of information in the table shows a summary of data for all subdepartments and queues within the department. When you expand a department, you can see details for all subdepartments and queues within the department. In an expanded department, the statistics no longer include the summarized statistics for all subdepartments and queues.
Active: Shows the total number of messages not yet answered in the selected queue or department. Click a value in the Active column to open the Find Message Results window to view a list of all unanswered messages in all queues.
Completed: Shows the total number of messages completed today for a queue or department. Click a value in the Completed column to open the Find Message Results window to view a list of messages completed in all queues today.
Mean Age: Shows the average age for all unanswered messages in all queues
Oldest: Shows the age of the oldest unanswered messages in all queues.
The service levels statuses are indicated as follows:
Green light indicates Normal status: Shows the number of unanswered messages within the normal service level for the queue
Yellow light indicates Warning status: Shows the number of unanswered messages approaching the warning service level for the queue
Red light indicates Overdue status: Shows the number of unanswered messages that have exceeded the service level for the queue
Message Status: Shows a graphical representation of the total number of unanswered messages in the queue compared to other queues. Queues with longer message status bars have more unanswered messages. Color-coding shows the proportion of messages in a service level status as described above. Green indicates Normal status, yellow indicates Warning status, and red indicates Overdue status. Click on a color to open the Find Message Results window to view a list of messages in the selected service level status.
In the Active Categories section, you can see the top ten categories used today and how many messages were assigned to each. Select a category to open the Find Message Results window to view a list of messages from all queues completed in the selected category today. You can tell what your customers’ interests are based on the number of categorized messages and the categories used and make plans based on this information.
In the Active User Statistics section, you can see the number of messages you completed today. Click the completed value to open the Find Message Results window to view a list of the messages that you completed today.
The Active Users section displays a list of users with messages in their inboxes.
Click Ticker to see a running total of categorized messages in real time. The Ticker is especially useful for managers to track progress during the day. It is refreshed in a time increment that is set in Preferences. The Ticker requires Java to be enabled in your browser.
How do I review the source of a message?