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Response List Report

Use this report to view information about outgoing messages (responses). It shows the responses that have been sent, sender of the message, as well as processing and response times.

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

DB View

This report maps to this DB View: OutgoingMessageRecipientView, which contains one row for each recipient of each outgoing message. The message data is repeated for each recipient and includes customer and message information.

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.

Security

Select Secure or Unsecure routing of messages.

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 message.

Body

Enter some text string of the message.

Recipient name

Enter the recipients name of the messages you are looking for.

Recipient e-mail

Enter the recipients e-mail address of the messages you are looking for.

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 for the report appears above the results table.

Term	Explanation
Sent	Displays the sent date of the message.
Is Confidential	Indicates the confidentiality attribute is assigned to the message.
Case	Displays the case number of the message.
Subject	Displays the subject of the message.
Recipients	Displays the name of the person to whom this outgoing message is addressed.
User	Displays the name of the KANA Response user who sent this outgoing message.
Processing Time	Displays the amount of time users spent composing this response. It is computed by tallying the amount of time the incoming message’s text was visible on the screen to the user.
Response Time	Displays the amount of time the message was in the system before it was completed.
Average Times	Displays the average amount of time that messages were in the system.
Total Responses	Displays the total number of responses.