Copyright © 2000-2001 by KANA Software, Inc. All Rights Reserved.
Welcome to KANA Response™ 7.0! Thank you for choosing KANA Response to help your company provide quality service to its customers.
When a message enters the KANA Response system, an agent can answer the inquiry in KANA Response or transfer the message to KANA ServiceTM. You can also use rules to transfer messages to KANA Service. In KANA Service, an agent can use the Mail Composer, a subset of the features in KANA Response, to use e-mail to send an answer to a customer.
With the integration of KANA Response and KANA Service, you can track all interactions with a customer in either application, regardless of the contact channel. In KANA Response, the Customer History displays all interactions between the company and the customer, including all messages to and from KANA Response, all interactions in KANA Service, and even campaigns and replies from KANA ConnectTM. In KANA Service, the Universal History View displays the same information. KANA Response agents can also see messages transferred to KANA Service with the Find feature.
KANA Response 7.0 includes reports that support the integration with KANA Service and KANA Connect, as well as new reports to help you better manage the KANA Response system and its resources.
To support the integration with KANA Service and KANA Connect, KANA Response 7.0 includes a Universal Customer History report that lists information about a single customer in all three systems. KANA Response 7.0 also includes volume and performance reports that measure the performance of KANA Service agents responding to messages transferred to them from KANA Response.
In KANA Response 7.0, KANA extends the reports structure to focus on Contact Center Management. Contact Center Management is similar to call center management, but it is specifically intended to help optimize KANA Response resources, including agents and the KANA Response system.
Descriptions of the new reports in KANA Response 7.0 are listed in the following table.
| New Report in KANA Response 7.0 | Description |
|---|---|
| Universal Customer History | All interactions between a selected customer and the company, including messages in the KANA Response, KANA Service, and KANA Connect systems. |
| Service Transfer Performance and Volume Reports | Performance and volume information about messages transferred from KANA Response to KANA Service. |
| Agent Achievement | A comprehensive and compact view of agent activity, including the number of messages received and completed; percent completed; a break down of response actions, such as replied, routed, forwarded, and no-answered; average times; and so forth. |
| Message Review | A qualitative view of how well agents are helping customers when answering messages. This report includes information from specific messages, including message processing information, incoming message text, response text, and categories used in the message. |
| Incoming Messages by Half Hour | The distribution of incoming and outgoing messages each half hour to facilitate better staffing and incoming volume forecasting. It shows the peak and trough volume times of incoming and outgoing messages, allowing managers to better match their workforce schedule for optimal use of resources. |
| Message Events by Half Hour | The events that occur for messages as they enter the KANA Response system. This shows the efficacy of the rules, categories, and agents in the KANA Response system. |
| Historical Comparison by Half Hour | The distribution of incoming and outgoing messages each half hour with historical information to facilitate better staffing and incoming volume forecasting. This report includes aggregate historical information with comparisons to the current data to show the divergence of the current data from expected message volume trends. |
| Active Message Aging | The age of active messages in a queue. This report enables managers to concentrate their resources on the oldest and most pressing messages. |
| Completed Message Aging | The actions taken on completed messages, by queue. This report shows how agents in different queues respond to messages. |
| Case Review | All information related to customer cases. This report is similar to the Message Review report, but focuses instead on case history. |
| Category Performance | Volume and performance statistics for each category hierarchically. |
| Cross-Category Comparison | This report shows how multiple categories are applied to messages. The report shows a summary category and all other categories that were applied to messages within the summary category. |
| Rule Performance | Volume and performance statistics for each rule hierarchically. It also shows how many messages were categorized into each specific category. |
The Form Request Handler (FRH) includes the following enhanced capabilities in KANA Response 7.0:
In KANA Response 7.0, any wireless device that uses the Palm Operating System version 3.5 or greater and has a wireless modem can be added as a certified client for KANA I-MailTM. A wireless device enables customers to access KANA I-Mail from anywhere. For example, while away on a business trip, if a salesperson suddenly remembers that he has forgotten an anniversary, he can simply access a store's web site using a wireless device, ask questions in real-time, confirm stock availability, and order a gift immediately. With wireless support, KANA Response customers can provide real-time service to their customers.
The wireless functionality leverages the existing KANA I-Mail functionality. To implement the wireless functionality, the KANA Response administrator simply needs to create a Palm Query Application (PQA) file and make the PQA file available to customers (for instance, by publishing it on a web site). Agents can respond to incoming questions using KANA Mail.
Like the I-Mail Web Browser Client, every part of the wireless client is customizable. For instance, you can customize HTML pages, form fields, text, fonts, colors, and graphics.
Oracle 8.1.6 on AIX 4.3.3 (Enterprise Edition)
Some features of KANA Response 7.0 are still undergoing the certification process. The following features are not certified for CA3:
If you plan to install the Web Client, you will need Windows NT Server 4.0 Option Pack 6a or higher, or Windows 2000 Server Service Pack 1 (on servers that are running KANA Web Client and KANA Server).
If you are upgrading, please use the instructions in the KANA Response Upgrade Kit. Be sure to back up your KANA Response database before upgrading to version 7.0.
KANA Response currently supports the following browsers:
For the latest software and hardware requirements, consult your KANA representative.
In the Installation and Upgrade Guides, it states that JDK 1.1.8 needs to be installed before installing JRun (the basic order recommended in the documentation was JDK 1.1.8, then JRUN, then Spell Server). Alternatively, JRUN can actually install JDK for you. When this choice is made, the installation procedure outlined in the current documentation will differ in two ways: first, you will not install JDK independently; second, the options that you choose during the installation of JRUN will differ. (Please see your KANA representative to walk you through this procedure.) It is still correct procedure to follow the current installation and upgrade instructions, and install JDK (available on the FTP site) first.
If you plan to run the KANA Application Server on Windows and are using more than two partitions and have multiple nodes, you should choose the IBM VM when you install the server.
If you are using a combination of KANA Response 5.0 and KANA Response 6.0 or 7.0 databases in your cluster, you may receive error messages due to inconsistent Rule Group IDs.
You need to configure your browser to allow cookies. If you set your Local Intranet browser security settings to "Maximum" (in Tools\Security tab\Local Intranet), you will not be able to log in to the system, because this setting disallows cookies.
You should set your web browser options so that the browser refreshes every time a page is presented. Without this setting, the browser will use the page in its cache, which may be out of date. To choose the correct setting, follow the appropriate steps for your browser.
Netscape Navigator:
Microsoft Internet Explorer:
If you are using Netscape Navigator, avoid resizing windows in which you have entered data. Resizing the window causes the data to disappear.
All KANA Response administration must be performed with Windows NT or higher, not with Windows 95, Windows 98, or Windows Me. Incompatibilities with some wizards may cause system crashes.
The KANA Application Server will not start if the partition name in your config.xml file starts with a number instead of a letter.
The error message "OLEAUT32.DLL is out of date. This program requires a newer version" or any OLE-related error message indicate that DCOM needs to be installed. Any ODBC error messages indicate that MDAC needs to be installed. If a computer running Windows NT has old or corrupted ODBC drivers, running the MDAC installer may fix the problem.
If you encounter an error when running the KANA Power Client or Reports for the first time on Win9x platforms, you may require DCOM95 or DCOM98. You may already have these components if another Microsoft product (such as Microsoft Office) is installed. Reports also may need MDAC (Microsoft Data Access Components). There are two DCOM installers -- one for Win95 and one for Win98. DCOM must be installed before MDAC.
In Netscape Navigator, certain icons on the Web Client homepage toolbar do not display from time to time. To remedy the problem, right-click the toolbar and select Reload Frame.
In Root Administration, AIX users may experience problems with the Restart button in the Status section of the System window. To avoid this problem, start and stop the KANA Application Server in the command line on AIX.
After installing the Web Client, you must reboot the computer for Reports to function correctly.
If you are using Microsoft Internet Explorer as your browser, you may be unable to scroll while viewing the Web Client help files from within a report. Changing your Internet Explorer settings will alleviate the problem. To change your settings:
In Reports, the scrolling function may not work while you are using the scroll arrow to move downward in the Reports tree. If this happens, you can resume scrolling by clicking the scroll box and dragging it downward.
In Internet Explorer, the button to refresh reports is unavailable. To update a report, return to the main screen and click View again. The refresh button is available in Netscape.
The HTML output format for Reports is unavailable. For users who need to publish reports on the web, the following workarounds are suggested:
In the Rule Performance report, formatting problems occur if Rich Text output is selected. Choosing a different output will resolve the problem.
You cannot change the starting day of the "by week" reports; in these reports, the beginning day is automatically set to Monday.
A Crystal Reports error occurs when a Message Age report is generated using the Age find criterion. This error only occurs on systems using a DB2 database.
There is a 50k limit on the Mail Sender. Any message over 50k will be truncated.
The Mail Sender's ISO-8859 switch prevents the body of one message from being copied to all other messages in the same batch.
With 8-bit encoding disabled, all messages go out as ASCII. With 8-bit encoding enabled, all messages go out as ISO-8859-1 ("Latin 1"). The Default setting is not enabled. The setting must be turned on in the SQL or Oracle database.
If you have installed Microsoft Office 2000, you must have Internet Explorer 5.01 (version 5.00.2919.6307) or higher in order to read any Office documents that are attachments to incoming KANA mail. This is true even if you are using the Power Client to read the attachments.
When using the Find command to search for messages, you can enter up to twelve criteria in the Find window. Entering more than twelve criteria results in an error message.
If you no-answer messages from the Find Results window, you will be unable to view the number of subsequent records you designated in the Display area of the Find window.
In the Web Client, the Forward, Collaborate, and Redirect options are not available for follow-up messages.
Netscape Navigator users will not see the Ticker button on the Web Client Statistics page. The Ticker applet does not run in Netscape Navigator.
In certain circumstances, the categories that you apply to messages may not immediately appear on the Statistics page.
Categories created with an all-numeric hotkey in a rule will return an error (code 3311).
In the Mail Composer, once you have finished checking a page using Spellcheck, close the page by clicking "x" on the top right of the page. Clicking Done will result in an error message, and you will be unable to close the page.
The Perl Package Manager command line program, used in configuring Forms, may not operate with some firewalls.
KANA Response supports e-mail for all Latin 1 char sets (Western European languages). The international date format is not supported.
KANA Response does not support the Unicode character set in Oracle (UTF8).
If you have a question about using KANA Response 7.0, click the question mark button first to find your answer in online help. In the Web Client, clicking the question mark opens a help topic specific to the page you are viewing.
The following KANA Response user guides are available:
Installation GuideFor best results when printing KANA Response documents, clear the "Fit to page" check box in the Adobe Acrobat Print dialog box.
To contact KANA Software:
For prompt attention, send e-mail to support@KANA.com
For urgent issues, call us at 650-474-8700.
For support in Europe, send e-mail to eusupport@KANA.com
For urgent issues, call KANA European Support at +44 (0) 208 387 5406.
Use of the software on the enclosed disks or on any computer is subject to the terms of the License Agreement. By using the software, you signify that you have read the Software License and Maintenance Agreement and accept its terms. Such terms obligates you to comply with all United States and foreign export and import laws, rules, and regulations related to the implementation, license, and/or use of any software product(s) or its associated documentation. Before installing or using this software, you shall be responsible for all United States and foreign export and import duties, fees, and other governmental charges, however designated, associated with your implementation, license, or use of the software, or documentation outside the United States.