Workflow Settings

Number of messages to download at a time

Indicates the number of messages that are downloaded to each user's inbox when they log on initially and when they request more messages to answer. The maximum is 500.

Maximum number of messages in Inbox

Indicates the number of messages that can be in an inbox to a maximum number. Choosing zero (0) allows the inbox to contain an unlimited number of messages.

Allow administrators to exceed maximum lets administrators have more than the maximum setting so that they can tend to tasks such as categorizing and performing a no-answer action on spam (junk) messages.

Exceed maximum to keep cases intact downloads more than the set number of messages to an inbox, if necessary, to allow messages from the same sender on the same subject.

Auto-refill

Enable auto-refill indicates whether KANA Response automatically downloads additional messages once a user answers all messages currently in the inbox.

Allow users to change setting indicates whether to enable KANA Mail users to change this setting using the Preferences command in KANA Mail.

Message priorities

Priority of saved messages indicates the priority assigned to messages saved in an inbox when a user logs out. The default priority is 1, ensuring that users see these messages first.

Priority of other messages indicates the priority assigned to messages routed to a user or on the messages that  the user is collaborating. The default priority is 2, ensuring that users receive these messages before receiving messages from the email queues.

Find options

Enforce department constraints in searches indicates whether KANA Response will limit searches to messages owned by the departments and subdepartments that a user has access to. This option affects agents and content managers.

Enable find feature to find in hidden departments

Enable find feature to find in hidden departments indicates whether KANA Response should search for the messages owned by the hidden departments and their sub departments.

Use Microsoft Full Text Search in Find Queries

Uses the Microsoft SQL Server Full Text Search in Find queries if this option is selected.

Use Oracle Full Text Search in Find Queries

Uses the Oracle Database Full Text Search in Find queries if this option is selected.

Incoming Message Preview

Upon selecting this option, the corresponding setting in Agent Preferences will become enabled for selection. If this option is checked both in Content Admin and in Mail Client --> Preferences, then we display the Message Content tab in mail client when any message is selected. For Originated and Campaign messages the behavior will not change and we show 'Details' tab only.

'Allow users to change settings to open incoming message in message content tab' checkbox is by default disabled. It is enabled only if its parent checkbox ('Open Incoming Message in Message Content Tab') is checked. Checking this checkbox allows user to override the global settings. When this checkbox is checked the 'Display Message Content Tab for Incoming Messages' checkbox is enabled in Mail client --> Preferences window for the user to override the existing choice.

Display Note

This option displays notes in the 'Message Details' tab ordered newest to oldest.

Inbox Timeout (minutes)

An inactive message in the inbox will expire based on the time entered in the Inbox Timeout field.

For example, when a message routed to an agent's inbox is idle for the time defined in Inbox Timeout, it will expire and be routed back to the pool from where it came when the scheduler runs. Following are a few points to keep in mind when using this field:

• The scheduler runs at an interval indicated in Frequency for checking timeouts.

• By default the value of the timeout is set to 1440 minutes (24 hours).

• You can turn off this time by setting the value to 0 (zero).

Maximum no. of User Dictionary words:

This option sets the limit to the words in User Dictionary. Default value is 1000.

Maximum no. of Global Dictionary words:

This option sets the limit to the words in Global Dictionary. Default value is 1000.

Stop message clock when window goes inactive

Indicates that the message clock in the mail client should stop running when a user deactivates the mail client window (e.g. by using [TAB] + [ALT] or by focussing on a different application).

Stop message clock when window goes minimized

Indicates that the message clock in the mail client should stop running when a user minimizes the mail client window.

Force user/queue selection for routing

This option is to prevent routing a message if a user or queue is not selected. Upon selecting this option, KANA users have to select user/queue for routing to destination.

Frequency for checking timeouts (minutes)

Indicates how often the KANA Response Server should check for escalation and collaboration timeouts. Set between 5 and 1440 minutes (24 hours).

Log out idle users (minutes)

Indicates how long a user's account remains connected to the KANA Response system if the user is not performing any tasks. Set to between 1440 and 1440000 minutes (100 days).

Stale Chat timeout (in minutes)

Indicates the timeout value in minutes for chat requests when the session has been 'active' for too long. The default value is 120 minutes. (2 hours)

Stale Chat checking frequency (in minutes)

Indicates the frequency for checking stale chats. The default value is 5 minutes. A value of 0 denotes that the chat checking frequency is disabled.

Queue Watermark Levels checking frequency (minutes)

Indicates the frequency for checking the Queue Watermark Levels. The default value is 240 minutes (4 hours).

WFM schedule checking frequency (minutes)

Indicates the frequency for checking the WFM schedules. The default value is 240 minutes (4 hours).

Lock Inactive Users After (days)

Indicates the number of days a user's account has to be inactive, before it is locked. This can be overriden at a user level in the user details pane (within the Content Administration tool). A value of 0 denotes that the automatic lock is currently disabled. The default value is 0.

Show Statistics time in hours or minutes

Indicates Statistics time to be shown in hours or minutes. Default setting is hours.

Include no answer messages in service level

Indicates whether the service level calculations should be applied to No Answer messages. By default, this global level checking applies to all queues. Administator can override this selection at each queue level.

Alert percentage

Indicates the percentage of the queue's service level that must be reached before messages in that queue are displayed with a yellow warning color in the Statistics window

Default service clock

Indicates the days and times scheduled for operation. Select the check box for each day of the week during which your customer service representatives are officially on duty. Select hour and minutes for start time and stop time.

This global service clock applies to all the departments by default. But if any department wants to have their own service clock settings they can override this feature at department level.

Initial service level

Indicates the default service level assigned to new queues when you create them. The service level is expressed as the number of minutes allowed to elapse between the time a customer makes contact by sending an email and the time that the customer's case is closed. See About the service clock for information on how service level and service clock affect each other.

Initial escalation time (minutes)

Indicates the default escalation time assigned to new queues when you create them.  

Initial collaboration timeout (minutes)

Indicates the default collaboration timeout assigned to new queues when you create them. This is also used for both collaboration and Forward and Track messages. Expiration is calculated by service clock and collaboration time out  To set a different value for a specific queue, edit the entry for that queue in the Email Queues window.