Active Messages Report

This report lists active messages by queue and by user. You can see where the backlogs are and allocate resources to prioritize messages that have been in the KANA Response system for the longest amount of time. Note the color key at the bottom of the window.

DB View

This report maps to this DB View: ActiveIncomingMessageView, which shows the information associated with an incoming message or and active follow up message of a customer. This view restricts itself to regular active and active follow up messages and is useful for high-speed access to only these messages.

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.

Report on

Select the option for which you want to see results.

Group by

Select the date grouping for the report. You can select Hour, Day, Week, Month and None.

Find Criteria

All

Fields

Select this option to search using the available query fields.

Age

Enter the age of the messages you are looking for. The report will return the messages with ages up to the specified number. For example, if the age is specified as 20 hours, then messages with an age of 20 hours and below will be returned.

Case

Enter the case number of the messages you are looking for.

Subject

Enter the subject of the bounced message.

Sender name

Enter the sender's name of the messages you are looking for.

Follow-up messages

Indicate if this is a follow-up message; select Y or N.

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.

Report results

The date range for the report appears above the results table.

Term	Explanation
Age	Shows the age of active messages in the queue.
Created	Displays the date the message was created.
Original Sender	Displays the original sender of the message.
Case	Displays the case number.
Subject	Displays the subject.
Status	Displays the status of the bounced message.
Average Age	Displays the average age.
Average Age of Active Messages	Displays the average age of all active messages included in the report.
Total Active Messages	Displays the total number of active messages included in the report.