Category Performance

This report lets you view how categories handle messages. For example, you can view performance statistics, such as the number of completed messages, processing time, and response time.

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

Note: The statistics for each category shown reflect performance for this category and all child categories.

Enter Parameter Values

Content

Channel

Displays the method format that indicates how the message was received by Response.

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.

Find Criteria

All

Select this option to find by all.

Date Range

Select this option to find by a date range. The database searches for messages within this date range. Select the date range from the pull-down menu.

Fields

Select this option to search using the available query fields.

Category

Select the name of a category assigned to incoming messages and used in responses.

Parent Category

Select the name of the parent category assigned to incoming messages and used in responses.

Depth of Categorization

Enter the depth of categorization which is assigned to incoming messages and used in responses.

Beginning date

Use the Select button to view the calendar and select a beginning date, or you can enter the start date for the data you want the report to cover. Dates are entered in the following format: mm/dd/yyyy. When searching for actions, the search is on the date on which the message was acted on.

Note: Two-digit years are interpreted in a standard manner (for example, the year in 01/25/99 becomes 1999), but you can type in four-digit years to be more specific.), but you can type in four-digit years to be more specific.

Ending date

Use the Select button to view the calendar and select an ending date, or you can enter the end date for the data you want the report to cover. Dates are entered in the following format: mm/dd/yyyy. When searching for actions, the search is on the date on which the message was acted on.

Report results

Term	Explanation
Category	Lists the category in the department.
Completed	Shows the number of completed messages associated with each category and the percentage of total completed messages this constitutes.
Completed Breakout	Shows how agents completed messages in each category.
Processing Time	Lists the average processing time for messages in these categories. % vs. Total shows how the processing time for each category compares to the average processing time listed in the Report Total row.
Response Time	Displays the average response time for messages in these categories. % vs. Total shows how the response time for each category compares to the average response time listed in the Report Total row.
Within Service Level	Shows the number of messages completed within the service level time threshold. The percentage shows the number of messages within the service level divided by the total number of messages completed.

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