|
Acknowledged
|
The message was acknowledged, but not yet responded to.
|
|
Awaiting collaboration
|
Sent out for collaboration and not yet returned.
|
|
Awaiting forward
|
Forwarded to a subject specialist outside the KANA Response system, and the subject specialist has not yet replied to the customer.
|
|
Bounced
|
Returned as undeliverable, possibly due to a bad e-mail address.
|
|
Closed w/o response
|
The No Answer option was selected. The customer will not get a response.
|
|
Collaborated
|
A collaborated message was sent in reply to a customer's incoming message.
|
|
Collaboration expired
|
A collaborated message timed out (that is, it did not receive a response from the collaborator within the time set by the KANA Response administrator) and was returned to the user's Inbox.
|
|
Created
|
Entered in the KANA Response database (this happens when an incoming message enters the KANA Response system, or when an outgoing message is created).
|
|
Downloaded
|
Downloaded into a user's inbox.
|
|
Expired
|
The message has timed out; that is, it has been waiting for an answer longer than the time set as acceptable by the KANA Response administrator.
|
|
Finished reading
|
Message body ceased to be visible in a user's Inbox. This action is recorded when the:
· Message is routed out of a user's Inbox into a queue that has rules associated with it.
· User responds to a message.
· User selects the "save all" or "save read" option upon logging out.
|
|
Forwarded
|
A user forwarded a message to someone outside the KANA system, and the person to whom the message was forwarded sent a reply to the customer (a blind copy was also sent to the system and saved in the KANA Response database).
|
|
Forward expired
|
A forwarded message timed out (that is, the person to whom it was forwarded did not respond within the time set by the KANA Response administrator) and was returned to the user's Inbox.
|
|
Merged
|
As the message returned from a collaboration, the KANA system merged the collaborator's response into the original incoming message, so that the original incoming message appeared in the incoming message window and the collaborator's response appeared in the outgoing message window for editing by the user.
|
|
Parsed
|
The message is examined to determine the required action.
|
|
Queued to send
|
A user has clicked Send, but the KANA Server has not yet sent the message.
|
|
Read
|
The message body was visible in a user's Inbox.
|
|
Received
|
The time the message was received.
|
|
Redirected
|
Message was incorrectly addressed or did not need to remain in the KANA Response system, so it was redirected to the appropriate person outside of the system.
|
|
Released
|
Released from a user's Inbox when the user logged out of the KANA Response system.
|
|
Replied
|
A reply went out from a user to the sender of the incoming message.
|
|
Reply received
|
Customer replied to a message sent out from the KANA Response system.
|
|
Routed
|
A user routed the message to another user or queue.
|
|
Rule
|
The message activity is processed according to defined rules.
|
|
Saved
|
Saved in a user's Inbox when the user logged out.
|
|
Sent
|
The KANA Server sent the response to the customer.
|