Categories are labels users can apply to incoming messages. Category reports tell you how many completed (responded to) messages were assigned to each category. You can use the Category reports to analyze category content for incoming messages at all levels, levels one or two only, by mailbox, by queue, and by the top ten categories for a date range or for specific start and end dates.
Categories can be organized into hierarchies. These hierarchies help users find the information they need. In addition, you can use the hierarchies and the departments that own them to define which categories a user can see.
These are Category reports you can run:
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Report Type |
Description |
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Charts number of messages for each category; includes all levels of the category hierarchy |
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Summarizes number of messages for each category within each POP mail account or alias |
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Summarizes number of messages for each category within each queue |
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Shows how efficiently agents answered messages in the specified categories by looking at the number of completed messages, processing time, service level and response time. |
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Summarizes number of messages for each category; includes all levels of the category hierarchy |
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Summarizes number of messages for each of the top level categories |
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Summarizes number of messages for the first and second levels of the category hierarchy |
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Shows a breakdown of how messages were cross-categorized, enabling you to see the results of having more than one category applied to a message |
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Similar to the Cross-Category Comparison report, but this shows the top five summary categories |
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Lists the top ten message categories sorted by the number of messages |
Can I view a list of all reports?