Category Hierarchy Report

This report displays a hierarchical view of all categories and hotkeys. Categories are labels users can apply to incoming messages. A hotkey is an abbreviation for the category name. When a category definition includes a hotkey, users can assign the category to messages more quickly, typing the hotkey rather than using buttons and dialogs.

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DB View

This report maps to this DB View: CategoryView, which shows information on categories in the KANA system.

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Content

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Report Type	Description
Category	Displays a view of all categories applied to incoming messages
Hotkeys	Lists the hotkey shortcuts for all categories: Complaint: CP Has Attachment: HA Hello: H Order Status: OS Split: SP
Total Categories	Displays a total number of all categories and hotkeys.

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