KANA Response keeps track of how much time is spent processing each message, as well as the amount of time it takes for a message to be completed once it enters the KANA Response system. Processing time is defined as the amount of time a message is active (open) in a KANA Response user’s Inbox. Message completion time is defined as the amount of time a message spends in the KANA Response system before a KANA Response user completes it. More than one KANA Response user may affect the message completion time.
The following events trigger the start of the message processing timer:
The following events bring the timing of a message to an end, because the message is considered completed:
The processing time of a message is counted only when the message is actively being worked on; i.e., when it is the selected message in the inbox. The message processing timer also stops when you log out of KANA Response. When an agent selects a message in his inbox or a message is automatically downloaded and displayed the processing time for this message begins. If an agent selects a second message in his or her inbox the processing time for the first message stops but the processing time for the second message begins. KANA Agent client tracks changes for the processing time but does not update the server each time a user simply selects a different message. Rather the server is updated when the agent performs an operation that requires a server call e.g. routes a message, no answers a message, sends a message or reply or releases a message
NOTE: The email processing timer stops when the user focus is switched to the subsequent chat tab and resumes its function. When the focus returns to the email window (even if the application is rendered minimized, the timer stops). This is applicable only when Response is integrated with Response Live.