About KANA Reports

KANA Response, Response Live, and IQ help your company collect large amounts of information based on customer communication. Using KANA Reports, you can extract this information in a clear and logical format, and use it to monitor service quality, fine tune operations, and realistically project staffing needs among other things. In addition, reports can help fine tune the content of your knowledge base so that it contains the most relevant answers to your changing customer demands.

All KANA products, standalone or integrated, use the same JReport reporting engine. Each standalone or integrated product provides access to the reporting console through an icon on the launch page.

This new integrated reporting console provides:

Folders for individual product reports, such as Response, Response Live, and IQ.
Access to different reports. For example, a user defined in Response, with the appropriate role assignment, can have access to IQ or Response Live reports. Additionally, an administrator can see more reports than the agent.
All reports that the user selects based on the products that they have purchased
The JReport Designer tool, which may be launched from KANA to build custom reports. Read Creating a Custom Report to learn how to access this tool.

Session Time Out and Refresh Option

There has been a change to how the Refresh option works. You can find Refresh in the Window menu or use the CTRL+R key combination.

Refresh will renew the screen as long the session is not expired.
Once the session times out, you must exit the application and log on again.

Recent Enhancements

KANA Reports has enhanced Scheduling for report tasks. This enhanced feature includes improved Active and Completed task tables that provide a more complete status and history of your scheduled report tasks.

To use all scheduling features, such as viewing all task details with update and delete privileges, you will need to have administrator responsibilities.

Scheduling Report Tasks

When you click the Schedule tab, you can see all scheduled tasks and current status.

The new Background mode is ideal for large reports, such as DHTML reports containing large amounts of data that can take several minutes before the report data appears. Now those reports can be run in the background, without holding up other tasks.

Date Range Parameters

The Date Range menu, which previously contained options, such as This Week and Last Month, is now part of the section reserved for other Field parameters, such as Knowledge Base and Agent Name. The sections for Date Range and Fields used to be mutually exclusive, preventing you from running a report for a specific Knowledge Base and also selecting the standard date range of Last Month as part of your criteria. By combining these sections, those reporting criteria can be used together.

Additionally, there are changes in the functionality behind the Date Range choices of This Week and Last Week. The start day of a week can now be set in the Report Parameters page for Response reports and for IQ and Contact Center reports, the start day of a week can be set on the Report Server page in eStudio (Instances > Report Server). If your administrative week starts on Sunday or Monday, the choice can be set there, and the change takes effect immediately. By default, the environment uses Sunday as the start day of the week.

Available Reports

See Available Response Reports for a list of all Response reports.
See Available Response Live Reports for a list of all Response Live reports.
See Available IQ Reports for a list of all IQ reports.
See Cross-Channel Reports for a list of all cross-channel reports.

The reports are grouped by related area, such as Performance, Volume, Messages, and Category. This helps you to easily find the report that you are looking for. Some reports present information as text; others present information in charts. You can also create your own custom reports to meet your own specific reporting needs.

KANA Response Reports includes a number of standard reports that analyze and summarize system performance and content, as well as several enhanced reports that let you select different options to report on and group by. For example, an enhanced report might display results for a particular group on a specific date. See Enhanced Reports for a list of the enhanced reports included in KANA Reports.

KANA Reports contain four different types of reports:

Detail reports	Provides as much information as possible about an item. For example, the Message Review report gives the full text of a message along with its subject, date, and sender.
List reports	Displays lists of information, such as a list of all the users in the system. Example: Message List or Response List.
Charts reports	Produces a graphical representation of the trends, such as the number of messages your organization receives and how many are answered in a timely way. Example: all reports in the Charts folder.
Summary reports	Produces a volume and performance report. Information in the reports is grouped by day, week, and month, and sometimes also by user, queue, department, or incoming mailbox. Example: enhanced reports.

Note: When naming reports avoid using punctuation marks such as the colon and the period.

Some examples of why use reports:

You can answer questions about the types of messages your company receives, how they get answered, and how long it takes to respond to customers.
View the trends and patterns affecting your communication with customers.
See what kind of messages are being categorized, analyze agent performance, determine training needs for your agents.
Analyze escalation requests and trends.
Measure the frequency of knowledge base requests.
View the trends and patterns of call volume.
See what sections of the Web site customers are coming from and how they were referred.

Each report displays the following:

A title, such as "All Logins."
A description of the query run against the database, such as "Find Today."
The date ranges for the records found.
An "Explain" link that you can click to get help interpreting the report results.
At the bottom of the report, the date the report was run, the page number, and the total number of pages in the report.

Note: If portals are assigned to KANA Reports, the various portals would be displayed with their corresponding links below the Reports menu bar. For more information on portals and links, refer to KANA Response Administration Online Help.