Message Age Report

The Message Age report breaks out the message into time buckets to describe, or show the pattern of how quickly responses to the messages are performed. The customer is given the choice of viewing still active messages or completed messages.

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

DB View

This report maps to this DB View: ObjectMessageAgingView.

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

Select the method that indicates how the message was received by Response (e-mail or form message).

Output format

Select the output that you want the report to be delivered in. This can be the standard Report format, or Microsoft Word, Excel, CSV, TSV, Text, RTF, PDF and HTML.

Find Criteria

All

Fields

Select this option to search using the available query fields.

Age

Enter the age of the message.

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.

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 Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. 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
Total	Lists the total number of active message sorted by length of time in the KANA Response system.
Age Less than 1 Hour	Lists the total number of active messages that have been in the KANA Response system for less than one hour. Time increments by 15 minute blocks.
Age Less than 1 Day	Lists the total number of active messages that have been in the KANA Response system for less than one day. Time increments by one hour blocks.
Age Greater than 1 Day	Lists the total number of active messages that have been in the KANA Response system for more than one day. Time increments by day, week and month