Use this report to look at a comprehensive view of an agent's activities and message output. You can use this report if you want to see a specific date period.
Scroll down to view a description of the results of the report.
This report maps to this DB View: AgentPerformanceDateView.
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.
Select the language in which you want the report to be delivered.
Displays the method format that indicates how the message was received by Response.
The only option is User.
Select the date grouping for the report. You can select Hour, Day, Week, Month and None.
All
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.
User in
Select the department that the user is in.
Select the name of the user.
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
Enter the date 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.
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.
|
Term |
Explanation |
|
User |
Displays the user names that the results are displayed for. |
|
Cases |
Displays the number of messages that were completed by an agent in different cases. |
|
Completed |
Displays the number of completed messages. Shows the # (number) downloaded, the # (number) completed and the % (percent) completed. |
|
Completed Breakout |
Displays the number of completed messages, separated by category - replied, forward, collaborate, re-direct, no answer, originated. |
|
Average Times |
Shows the average processing time. The average Response Time is calculated by dividing the Response Time, amount of time from when a message enters the system until it is completed, by the number of responses, including Redirects and No Answers. Response Time – The time from CompleteDate to CreateDate. A message is completed when it is responded to, marked as a No Answer or completed by a rule. This is a calculated value and is calculated in views. Processing Time – The time the agent took to read the message and write the reply, even if the agent did not do either activity when the message was first opened to the Read state. The Processing Time is the accumulated time of every time a user opens a message in the Inbox, at which point the message is in the Read state. An entry is made in KC_MESSAGEHISTORY and the total time it was open is added each time. A message can be open by multiple users. The times are accumulated until it is finally completed. The total entries of KC_MESSAGEHISTORY are updated in KC_MESSAGE.ELAPSEDTIME. |
|
Within Service Level |
Shows if a response that is completed within the amount of time set as a service level goal. Shows the # (number) completed and the % (percent) completed. |
|
Productivity
|
Shows productivity of the user, such as login hours, number of messages completed for each login hour, how much time the agent spent processing messages compared to login hour. |
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Categorization
|
Displays the number of messages categorized, messages not categorized and the ratio, expressed as a percent, of the messages categorized to the messages completed. |
|
Routing
|
Shows how the messages are routed by the agent, and how many of those routed messages are re-routed by other agents as well as routed messages that get returned to the agent. |
|
Post Agent Reroute Rate |
Post Agent Reroute Rate displays the number of times a message is routed after an agent routes the message. |
|
Return Rate
|
Return Rate displays the number of times messages are returned to a user after the user routed the message elsewhere. |
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