Categorized Message Detail Report

The Categorized Message report displays the messages in a list with detail.

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

DB View

This report maps to this DB View: MessageSenderCategoryView, which associates your customer's messages with the categories the Customer Service Representatives have placed them in.

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

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.

Subject

Enter the subject of the bounced message.

Sender e-mail

Enter the sender's e-mail address.

Sender name

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

Name

Select the name of the queue.

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.

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.

Report results

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

Report Type	Description
Received	The time the message was received.
From	The sender of the message.
Subject	The subject of the message.
Is Confidential	Indicates the confidentiality attribute is assigned to the message.
Message body	Displays the body of the message.