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8.5 KiB
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192 lines
8.5 KiB
ReStructuredText
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=======
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Reports
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=======
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Odoo *Live Chat* includes several reports that allow for the monitoring of operator performance and
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the identification of trends in customer conversations.
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Available reports
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=================
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The following reports are included in the *Live Chat* app:
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- :ref:`Sessions History <livechat/sessions-history>`
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- :ref:`Session Statistics <livechat/session-statistics>`
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- :ref:`Operator Analysis <livechat/operator-analysis>`
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.. note::
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The *Live Chat Ratings Report* can also be accessed through the :guilabel:`Report` menu. For more
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information on this report, and on the *Live Chat* rating process, see :doc:`Live Chat Ratings
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<../livechat/ratings>`.
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To access a drop-down menu of all the available reports, navigate to :menuselection:`Live Chat app
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--> Report`.
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.. _livechat/sessions-history:
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Sessions History
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----------------
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The *Sessions History* report displays an overview of live chat sessions, including session dates,
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participant name and country, session duration, the number of messages, and the rating. It also
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provides access to the complete transcripts of live chat sessions.
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To access this report, navigate to :menuselection:`Live Chat app --> Report --> Sessions History`.
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.. image:: reports/sessions-history.png
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:align: center
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:alt: Example of the Sessions History report from the Live Chat application.
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The information in this report can be exported, or inserted into a spreadsheet.
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Click the :guilabel:`⚙️ (gear)` icon to the right of the :guilabel:`History` page title, in the
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top-left corner. Doing so reveals a drop-down menu.
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From the drop-down menu, click :guilabel:`Export All` to export all sessions to a spreadsheet, or
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:guilabel:`Insert list in spreadsheet` to insert the information in a new, or existing, spreadsheet.
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To only export select sessions, first select the desired sessions to be exported from the list, by
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clicking the checkbox to the left of each individual session. With the sessions selected, click the
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:guilabel:`⚙️ (gear) Actions` icon in the top-center of the page, and click :guilabel:`Export` or
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:guilabel:`Insert list in spreadsheet`.
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To view the transcript of an individual conversation, click anywhere on the entry line. This opens
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the *Discuss* thread for the conversation.
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In the *Discuss* thread, the conversation view displays the entire transcript of the conversation.
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At the top of the conversation, there is a list of the web pages the visitor browsed before
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beginning their chat session, along with corresponding time stamps. If the visitor left a rating, it
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is included at the end of the transcript.
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.. image:: reports/chat-transcript.png
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:align: center
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:alt: View of the chat transcript in the Discuss application.
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.. _livechat/session-statistics:
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Session Statistics
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------------------
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The *Session Statistics* report provides a statistical overview of live chat sessions. The default
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view for this report displays sessions grouped by the date of creation.
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To access this report, navigate to :menuselection:`Live Chat app --> Reports --> Session
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Statistics`.
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.. figure:: reports/sessions-statistics.png
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:align: center
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:alt: Example of the Sessions Statistics report from the Live Chat application.
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The stacked bar graph view of the *Session Statistics* report, with results grouped by Creation
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Date (hour), then by rating.
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To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
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report. The measures available for this report include:
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- :guilabel:`# of speakers`: number of participants in the conversation.
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- :guilabel:`Days of activity`: number of days since the operator's first session.
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- :guilabel:`Duration of Session (min)`: the duration of a conversation, in minutes.
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- :guilabel:`Is visitor anonymous`: denotes whether the conversation participant is anonymous.
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- :guilabel:`Messages per session`: the total number of messages sent in a conversation. This
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measure is included in the default view.
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- :guilabel:`Rating`: the rating received by an operator at the end of a session, if one was
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provided.
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- :guilabel:`Session not rated`: denotes if a session did **not** receive a rating at the end of the
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conversation.
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- :guilabel:`Time to answer (sec)`: the average time, in seconds, before an operator responds to a
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chat request.
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- :guilabel:`Visitor is Happy`: denotes whether a positive rating was provided. If the visitor gave
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either a negative or neutral rating, they are considered *unhappy*.
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- :guilabel:`Count`: the total number of sessions.
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.. _livechat/operator-analysis:
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Operator Analysis
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-----------------
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The *Operator Analysis* report is used to monitor the performance of individual live chat operators.
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To access the report, navigate to :menuselection:`Live Chat app --> Reports --> Operator Analysis`.
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The default view for this report is a bar chart, which only displays conversations from the current
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month, as indicated by the :guilabel:`This Month` default search filter. Conversations are grouped
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by operator.
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To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
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report. The measures available for this report include:
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- :guilabel:`# of Sessions`: the number of sessions an operator participated in. This measure is
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included by default.
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- :guilabel:`Average duration`: the average duration of a conversation, in seconds.
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- :guilabel:`Average rating`: the average rating received by the operator.
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- :guilabel:`Time to answer`: the average amount of time before the operator responds to a chat
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request, in seconds.
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- :guilabel:`Count`: the total number of sessions.
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.. image:: reports/operator-analysis.png
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:align: center
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:alt: Example of the Operator Analysis report from the Live Chat application.
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View and filter options
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=======================
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On any Odoo report, the view and filter options vary, depending on what data is being analyzed,
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measured, and grouped. See below for additional information on the available views for the *Live
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Chat* reports.
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.. note::
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The :ref:`Sessions History <livechat/sessions-history>` report is **only** available in list
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view.
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Pivot view
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----------
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The *pivot* view presents data in an interactive manner. The :ref:`Session Statistics
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<livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>` reports are
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available in pivot view.
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The pivot view can be accessed on a report by selecting the :guilabel:`grid icon` at the top-right
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of the screen.
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To add a group to a row or column, click the :guilabel:`➕ (plus sign)` icon next to
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:guilabel:`Total`, and then select one of the groups from the drop-down menu that appears. To remove
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one, click the :guilabel:`➖ (minus sign)` icon, and de-select the appropriate option.
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Graph view
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----------
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The *graph* view presents data in either a *bar*, *line*, or *pie* chart. The :ref:`Session
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Statistics <livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>`
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reports are available in graph view.
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Switch to the graph view by selecting the :guilabel:`line chart` icon at the top-right of the
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screen. To switch between the different charts, select the desired view's corresponding icon at the
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top-left of the chart, while in graph view.
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.. tip::
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Both the bar chart and line chart can utilize the *stacked* view option. This presents two or
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more groups of data on top of each other, instead of next to each other, making it easier to
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compare data.
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Save and share a favorite search
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--------------------------------
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The *Favorites* feature found on reports allows users to save their most commonly used filters,
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without having to reconstruct them every time they are needed.
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To create and save a filter to the *Favorites* section on the search bar drop-down menu, follow the
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steps below:
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#. Set the necessary parameters using the :guilabel:`Filters` and :guilabel:`Group By` options
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available in the :guilabel:`Search...` bar drop-down menu and the :guilabel:`Measures` drop-down
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menu at the top-left of the report.
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#. Click the :guilabel:`🔻(triangle pointed down)` icon next to the :guilabel:`Search...` bar to
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open the drop-down menu.
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#. Under the :guilabel:`Favorites` heading, click :guilabel:`Save current search`.
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#. Rename the search.
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#. Select :guilabel:`Default filter` to have these filter settings automatically displayed when the
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report is opened. Otherwise, leave it blank.
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#. Select :guilabel:`Shared` to make this filter available to all other database users. If this box
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is not checked, the filter is only available to the user who creates it.
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#. Click :guilabel:`Save` to preserve the configuration for future use.
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