KANA Classify Performance Report

Classify, when integrated with Response, makes use of natural language processing to understand the meaning of email messages as opposed to just searching for key words.

Use this report to check how much value KANA Classify is adding to the message response process.

This report is the main report for viewing a volume breakout by response type (AutoResponse, AutoSuggest and Manual Response). It has a dynamic grouping structure where the user chooses two different elements at run time. The first is for the Category for the report and the second object is the date grouping, consisting of hour, day, week or month.

Included are the re-categorization by Agent Percentage, as well as the percent of customers writing back after receiving responses to their messages.

Sort by category.

Sort by hour, day, week or month.

DB View

This report maps to this DB View: ClassifyComparisonDateView, which summarizes Classify Comparison information, rolling up totals through the tree and grouping by day.

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 (e-mail or form message).

Report on

You can select Category.

Group by

Select the date grouping that you want the report to group by. You can select Hour, Day, Week, Month and None.

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.

Depth

Classification Accuracy Greater Than

Classification Accuracy Less Than

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

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.

NOTE: This report is memory intensive when run in DHTML mode and may result in an error or Client abort: Socket connection exception. To prevent this, refer to the KANA Reports Installation Guide to increase the heap size to the recommended 512 minimum and 1024 maximum values for optimal performance before running the report.

Reports result

Term	Explanation
Category	This column lists the categories being reported on. If a message is assigned to multiple categories, it is counted multiple times.
Messages Completed	The number of messages KANA Response completed in a day.
Messages Classified	The number of messages KANA Classify classified in a day.
AutoResponse	Messages that received an autoresponse.
AutoSuggest	Messages that were presented to users with an autosuggested response.
Manual Responses	These columns show data for responses that users answered themselves; the system did not autosuggest an answer.
#	The number of messages responded to per period. This does not include No Answers, Forward & Tracks, and Redirects.
% of Total	The percent of messages responded to during the period.
% Follow Up	Follow Up is calculated as the percentage of messages that received a reply, based on tracking ID. For example, if the system autoresponds to a message, and the customer replies back, it is counted as a follow up. If the customer does not reply (or does not include the tracking ID), then it is not counted as a follow up.
% Recall	The percentage of messages correctly classified in a category, relative to the number of messages that should have been classified in that category.
A.P.T. (min)	Average processing time in minutes; that is, the average amount of time users spent composing a response to a message. Processing time is computed by tallying the amount of time the incoming message’s text was visible on screen to a user.