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Action Log Report

Message actions are used to describe the history of actions that detail what an agent did with a message. Use this report to track the actions taken on a message as it moves through KANA Response. Run this report to find out which of the following actions were taken on a message:

• Collaborated

• Bounced

• Downloaded

• Expired

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

DB View

This report maps to this DB View: MessageHistoryView, which lists events associated with each message in the KANA system.

Output

Output format

Select the output that you want the report to be delivered in.  This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

Language

Select the language in which you want the report to be delivered.

Enter Parameter Values

Content

Channel

Select the method that indicates how the message was received by Response (email or form message).

Find Criteria

All

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

• 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.

Case

Enter the case number of the message. You may enter a list of numbers separated by a comma if you wish to search for messages in more than one category.

Subject

Enter a word or a collection of words that are contained in the subject of the message.

Example: Subject: special offer

Returns all messages that contain "special offer" in the subject. (The search is case sensitive in Oracle, but not in Microsoft SQL.)

Message action

Select the action taken on a message. The most common are "Created," "Received," "Forwarded," "Routed," "Collaborated," "Read," "Sent," and "Replied."

Message state

The message state is the current disposition of the message.

Message type

Select the type of message you are looking for. You can select - Incoming, Response, Acknowledgment and Outbound.

Sending e-mail

Enter a series of characters that must be contained in the e-mail address of the person who sent or received the message. Standard wildcard characters may be used (for example, %).

Sender name

Enter a series of characters that must be contained in the name of the person who sent or received the message. Standard wildcard characters may be used (for example, %).

User in

Select the department in which the user is categorizedName.

Enter a series of characters that must be contained in the name of the user who acted on the message. Standard wildcard characters may be used (for example, %).

Example: User Name: smith

Returns all messages owned by KANA users whose names contain "smith" (for example, Smithson, Wordsmith)

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

Select the range you want the 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

The date range for the report appears above the results table.

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Can I view a list of all Response reports?

View a list of message actions.