Q: How can I find the number of messages
received by mailbox?
A: Use the Message Volume Report and group by Mailbox.
Q: How can I see which users are spending
too much time on each message?
A: The Message Volume report, grouped
by User report will show you how long each user is spending on messages.
To see when each user logged in and out, use the Logins reports. The Messages
| Response List Report or the Contact Center Management | Message Review
report shows the processing time for individual messages. The Agent Achievement
report provides agent productivity information. An overall view of user
performance can be found by using the Agent Achievement report. This report
will show you agent information all in one place; to see how productive
an agent is with messages, look at the login information columns.
Q: How is the average processing time computed?
A: Average processing time is computed by dividing processing time by the number of messages responded to. In Message Volume and Agent Achievement Reports, processing time is defined as the amount of time spent reading the message by the user who completed the message. In other reports, processing time is defined as the total amount of time that all users spent reading the message.
Q: How can I view what has happened to a
particular message?
A: Use the Administration | Action Log report or the Contact Center Management
| Message Review.
Q: How can I see what customers have
been writing in about?
A: Use Category reports and Contact Center Management | Message Review
reports.
Q: How can I view messages of customers
of a particular department only?
A: Use the Messages | Message List report. In the Fields section of Find
Criteria, select the department you want to see.
Q: How can I see the content of submitted
web forms?
A: Use the Field Data reports.
Q: How can I find out what kinds of
messages are getting no-answered?
A: Use the Contact Center Management | Message Review or Administration
| Action Log, or Category | Category Performance, or Administration |
Action Log reports.
Q: How can I look at the text of messages
in a case?
A: You can use the Case Review or Message Review report in the Contact
Center Management folder.
Q: How can I look at the text of messages
in a given category?
A: Use the Administration | Category Text Report.
Q: How can I find out how many messages
are no-answered/responded to/collaborated on/routed...?
A: The Performance | Message Volume, grouped by User report gives
you this information per user; the Volume | System reports give you this
information for the whole KANA Response system; and the Volume | Mailbox
reports give you this information per POP mailbox.
Q: How can I see service level in more
detail?
A: Use the Charts | Message Performance Chart report.
Q: How can I find all the customer
names and e-mail addresses in the KANA Response database?
A: Use the Customers | Customer List report, and in the Find Criteria area,
select "All."
Q: How can I find all the messages
sent by a particular customer?
A: Use the Contact Center Management | Case Review or Message Review report.
Enter the customer name or e-mail address.
Q: Can I run reports by queue?
A: Yes. Look at the Performance Reports and 'Report On:' Queue, or do the
same in the charts or in the Active Messages Report, "Report On"
queue.
Q: How can I find out how many messages
were autoresponded to via the rules engine using only keywords?
A: Use the Performance | Message Volume report, and in the Find Criteria
area specify the name of the autoresponse agent in the User field.
Q: My Response Detail Report shows
a processing time of 0 minutes. How is that possible?
A: If you perform bulk operations, or otherwise answer a message without
actually reading it, then it will have a processing time of 0.
Q: What should I do when a report takes a long time to run?
A: Reports moves any report that takes a long time to the On Demand tab, where you can review the record for the report. You can remove or add columns in this table on the Preferences page. Click Preferences, go to the Show Columns section and select On Demand from the drop down menu. Select the columns you want to appear.
Q:Does Message Volume report take into consideration originated messages?
The completed messages in this report does not include originated messages.
How do I learn about responsibilities?