Closed Loop Analysis

This report measures the number of times an IQ solution is used in KANA Response auto-response and the number of times that the customer actually closes the case.

Use this report to measure the effectiveness of knowledge solutions sent as acknowledgements to incoming email inquiries.

Scroll down to view a description of the results of the report.

DB View

This report maps to this DB View: CCClosedLoopAnalysisDateView

Output

Output Format

To change the output format, select the Advanced Run icon . The output formats are DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF, and XML.

Enter Parameter Values

Content

Report on

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Group by

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Find Criteria

All

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Date Range

Select this option to find results by a given date range. Options are:

• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Fields

Select this option to search using the available query fields.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Date Value Range

Enter the date range you want to report to cover.

• Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

• Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report results