Defining a custom query lets you override the default options for searching through records in the database. To create a custom query, enter information in the Find Criteria fields that are available for each report.
Note: The Find Criteria fields vary from report to report.
Age
The age of the e-mail message. Specifying the age sets a lower bound for the age of the messages returned.
Example: Age: 1
Returns all messages older than 1 hour.
Body
Text found in the body of a message. This Find Criterion is available only if you are running reports on Microsoft SQL Server; it is not available if you are using Oracle.
Case
In Response, "Case" refers to the case number of the message. You may enter a list of numbers separated by a comma if you wish to search for messages in more than one category.
In IQ, a case object is a container for a problem, at least one solution, and a cause (if desired). Cases describe a particular issue or problem that the end user may be experiencing.
Category
The name of a category assigned to incoming messages and used in responses.
Date Range
The start or end date of the data 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 received date is the date that an incoming message was received. The completed date is the date that processing of an incoming message by users is finished (usually by the sending of a response, or marking as "No Answer"). The sent date is the date on which a response to an incoming message is sent out from KANA Response®. The search may also be on the time a specific action was performed, or the time an outbound mailing was sent.
If you select this Date Range, you cannot select the Date Range options under Fields.
Note: Two-digit years are interpreted in a standard manner (for example, the year in 01/25/99 becomes 1999), but you can type in four-digit years to be more specific.
The date range to search from the menu. The choices are: This Week, Today, Yesterday, Last Month, ‘Last Year.
To specify a precise range of dates, enter the start date of the period you want the report to cover in the format shown.
To specify a precise range of dates, enter the end date of the period you want the report to cover in the format shown.
Department
The name of the department to which KANA Response content (such as users, queues, or address book entries) belongs. Searching for messages from a specific department retrieves all messages in queues and Inboxes belonging to that department and its subdepartments.
Field Name
The name of a custom field created in Content Administration.
Hotkey
The characters assigned to a category to allow for quick entry of a category in an outgoing message.
Mailbox
The POP mailbox into which a message was received when it entered the KANA Response system.
Message Action
The action taken on a message. The most common are "Created," "Received," "Forwarded," "Routed," "Collaborated," "Read," "Sent," and "Replied."
Message State
The current state of a message. The message states are: Inactive, Active, Saved, Read, Track Parent, Pending Send, Pending Collaborate, Pending Forward Track, Completed, Pending Delete, Pending Rules, Pending Completion, and Pending External Processing.
Message Type
The type of the message ("Incoming," "Response," "Originated, " "Acknowledgements," "Auto-Response").
Messages Sent
A lower bound for the number of messages sent to the customer.
Min/Max Time to Respond
The amount of time from when an incoming message was received into the KANA Response system to when a response was sent.
Queue
The name of a queue in which incoming messages are held before being downloaded into users' Inboxes.
Sender/Recipient Name
A series of characters that must be contained in the name of the person who sent or received the message. Standard wildcard characters may be used (for example, %).
Sender/Recipient E-mail
A series of characters that must be contained in the e-mail address of the person who sent or received the message. Standard wildcard characters may be used (for example, %).
Subject
A collection of words that must be contained in the subject of the message.
Example: Subject: special offer
Returns all messages that contain "special offer" in the subject. (The search is case sensitive in Oracle, but not in Microsoft SQL.)
User Name
A series of characters that must be contained in the name of the user who acted on the message. Standard wildcard characters may be used (for example, %).
Example: User Name: smith
Returns all messages owned by KANA users whose names contain "smith" (for example, Smithson, Wordsmith)
Most other fields are character fields (such as Category, Hotkey, or Subject) that should contain a series of characters that must be contained in the specified field.
Is there a list of frequently asked questions?