Reports Glossary: Labels and Field Names

Here are definitions of some of the standard labels and field names used in Reports.

General

Active and Complete Messages: A message is complete if it has received a response, been redirected, or been marked as ”r;no-answer.” All other messages are active by definition. Note: ”r;Active” has a different meaning in the Action Log report; see the sample Action Log report for more information.
Dates: Dates begin and end at midnight. For example, if you want to run a report with a date range covering March 10 only, in the query fields you should enter March 10 as the start date and March 11 as the end date. This covers 12 AM on March 10 to 12 AM on March 11.
Processing Time: In Performance Reports and Charts, and Agent Achievement Reports, the amount of time spent reading the message by the user who completed the message. In other reports, the total amount of time that users spent reading the message.
Response Time: The time from the receipt of the message until it is marked as complete. This is the time the customer had to wait for a response. The response time for messages that have been marked as ”r;no-answer” is not calculated.
Service Level: Completed messages are within the service level if they are completed within the time specified in the Content Administration Queues window as ”r;Service Level.”

IQ Reports Terminology

Case

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.

Hit

A knowledge base hit is an IQ session launched by an agent or customer. The IQ session can include one or more knowledge base page requests.

Knowledge Base

A collection of files containing information relevant to users of a KANA iCARE Architecture Web site. For example, solutions to technical problems in a customer service site can be included in the knowledge base. Both customers and staff can search the knowledge base for information.

Node

Work to be done manually or by a software application. Represents state or operational logic to be executed at a particular point in a workflow process instance.

Problem

An issue or symptom observable by the end-user, or a category of information of interest to the end-user. Problem objects are the categories or issues that make up the knowledge base. Problems can be linked to cases or documents to indicate that the case or document is relevant to a solution to that category of issues.

Session

Used by Web servers to maintain state between client connections. A client references a session by a cookie, which is downloaded to the client.

Solution

Information that resolves a specific end-user problem. Solutions are usually part of a case or a decision tree.

Workflow

The automation of a business process, in whole or in part, during which documents, information, or tasks are passed from one participant to another for action, according to a set of procedural rules.

Volume Chart Terminology

In queue: A count of the messages that were active at the beginning of the relevant time period.
Received: A count of the messages that were received during the relevant time period.
Completed: A count of the messages that were completed during the relevant time period.

Volume Report Terminology

The Volume reports give details about how many incoming messages received responses within a reasonable time frame.

Average Processing Time: In Message Volume and Contact Type Charts, and Agent Achievement Reports, this is the amount of time spent reading the message by the user who completed the message; in all other reports, this is the total amount of time that users spent reading the message.
Average Response Time: The average time from receiving the message into the KANA system until a response is sent; this average is calculated on only those messages that received a response.
Number of messages completed: The total number of incoming messages that were completed by the mailbox, department, queue, system, or user, because they received a response, a no-answer, or were redirected during the specified time period.
Responses (within service level): The number of the completed messages that became complete, because a response was sent within the time specified by the service level parameter; messages that were marked as ”r;no-answer” are not included in service level calculations.
Percent (within service level): The proportion of these ”r;service level” responses among all responses for that time period; messages that were marked as ”r;no-answer” are not included in service level calculations.

Number of messages completed: The number of messages that were completed by mailbox, department, queue, system, or user during the specified time period; includes all messages that received a reply or were marked as ”r;no-answer” plus collaborations, forwards, and redirects.
Reply: The number of the completed messages that became complete because they received a response.
No Answer: The number of the completed messages that became complete because they were no-answered.
Fwd, Collab: The number of messages that received responses (and thus were completed) as a result of being forwarded or sent for collaboration (by the user, within the system, or from a mailbox).
Redirect: The number of messages that were completed as a result of being redirected.

Average Active In Queue: The average number of messages that were incomplete during the relevant time period; note that the ”r;total” for this column is the average for the entire report.

Note: In Performance reports, "Completed" is the total of all the fields from Replied to Collaborate during the relevant time period. The Volume report is a measure of the volume of messages within the system, while the Performance report is a measure of the number of incoming messages compared to responses.