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Message Review

This report shows detailed information for each message, listing them in the order in which they were received in the system. In one report, you can see both 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.

Enter Parameter Values

Content

Channel

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

Find Criteria

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 in a list separated by commas.

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

Enter the name of the person who received the message.

Recipient email

Enter the e-mail address of the recipient of the message.

Sender name

Enter 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 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

The date range appears above the report results.

Term	Explanation
Agent	Displays the number of agents involved.
Subject	Displays the subject of the message.
Message Detail	Shows information on a particular message within the case. Messages appear in chronological order.
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.
Message ID	Shows the ID number of the message.
Message Format	Displays the format that the message is in.
Within Service Level	A response that is completed within the amount of time set as a service level goal.
Message Status	Displays the message’s current status.
Case Detail	Shows summary of activity on this case.
Case Number	Displays the message case ID.
Agents	Displays the agents who worked on the case.
Messages	Displays the number of messages in the case.
Queues	Displays the number of queues.
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.
Sender	Lists the customer who sent the message.
Recipient	Lists the person to whom the message was sent.
Message	Displays the actual text of the message.
Response	Shows the actual response to the message.