Performance reports help you analyze responsiveness to customers. Performance reports include statistics for response time, processing time, service levels, and number of messages completed.
Note: The service level is a measurement of performance that can be set in Content Administration settings. The service level is the maximum amount of time (measured in minutes) that customers should have to wait to receive a response to their messages. Service level is a response time goal for reporting purposes only.
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Report Type |
Description |
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Shows a breakdown of messages by type: e-mail messages, and form messages. |
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Shows the volume of messages and message details within the KANA Response system. |