Case Review Report

This report views message information based on each case associated to the message. It gives aggregate information for each case such as the number of agents on the case, when the message first arrived, and the date for the last reply for that case. In a single report, you can see performance statistics and the text of incoming and outgoing messages associated with each case.

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

DB View

This report maps to this DB View: AgentMessageReviewView.

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

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

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.

Case number

Enter the case number you want to view details for.

Subject

Enter the subject of the message you want to view details for.

Message body

Enter a string of text that will be found in the message body for which you want to view the details.

Response body

Enter the string of text that will be found in the response body for which you want to view the details.

User in

Select the department that the user is in.

Name

Select the name of the user.

Queue in

Select the department for the queue.

Name

Select the name of the queue.

Recipient name

Select the name of the recipient of the e-mail message.

Recipient e-mail

Enter the e-mail address of the recipient.

Sender name

Select the name of the email sender.

Sender email

Enter the email address of the sender.

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

Enter the date range you want the report to cover.

Beginning received date

Enter the beginning received date range for the data you want the report to cover. When searching for actions, the search is on the date on which the message was acted on. The format is MM/DD/YYYY.

Ending received date

Enter the ending received date for the data you want the report to cover. When searching for actions, the search is on the date on which the message was acted on. The format is MM/DD/YYYY.

Beginning completed date

Enter the beginning completed date range that you want the report to cover. When searching for messages, the search is usually on the date on which the message was received, completed, or sent. The format is MM/DD/YYYY.

Ending completed date

Enter the ending completed date range that you want the report to cover. When searching for messages, the search is usually on the date on which the message was received, completed, or sent. The format is MM/DD/YYYY.

Report results

Results are given for Case Detail and Message Detail.

Term	Explanation
Case Detail
Case Number	Shows the message case ID.
Agents	Displays the number of agents involved in the case.
Messages	Displays the number of messages involved the case.
Queues	Displays the number of queues in the case.
Recipients	Displays the e-mail address of message recipients.
Case Length	Shows the length of time associated with a case number from the receive date of the first message to the complete date of the last message associated with the case.
First Message	Shows the first message that was involved in the case.
Last Reply	Shows the last reply that was involved in the case.
Agent	Displays the name of the agent who sent the messages.
Subject	Displays the subject of the message.
Date Received	Displays the date the message was received.
Date Sent	Displays the date the message was sent.
Processing Time	Shows the amount of time that a message is visible as the current message in the Inbox.
Response Time	Shows the amount of time from when a message enters KANA Response to when the agent sends a response.
Is Confidential	Indicates the confidentiality attribute is assigned to the message.
Sender	Displays the name of the customer who sent the message.
Message ID	Displays the ID number of the message.
Message Format	Shows the format of the e-mail.
Message Status	Shows what the current status is on the message.
Within Service Level	Displays if the response is completed within the amount of time set as a service level goal.
Message	Displays the actual text of the message.
Response	Displays the actual response to the message.