The Contact Center Management reports provide comprehensive information to help you manage your contact center's resource needs. Contact Center Management reports give you valuable performance and volume information, as well as qualitative data about messages. The Agent Achievement report lets you see how effectively your company's agents are working. You can use the half-hour reports to identify your contact center's busiest hours. The Historical Comparison report lets you compare two specified time periods, so you can compare, for example, holiday season activity from two different years. The Message and Case Review reports give you a full picture of all the activity on a message series or case.
Tip: You can reduce the amount of time it takes to generate some of the Contact Center Management reports by refining your search with the Find Criteria. For example, running an Agent Achievement report on a single agent takes less time than running a report on all KANA Response agents.
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Report Type |
Description |
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Shows a comprehensive view of an agent's activity. |
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Shows a case history. |
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Compares performance and volume data of two specified time periods. Data is shown in half-hour increments. |
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Shows distribution of incoming and outgoing e-mail in half-hour increments. |
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Shows activity on messages as they enter KANA Response. |
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Shows agent responses to customer e-mail messages. |
Can I view a list of all reports?