[ADD] Live Chat: Reports

closes odoo/documentation#8459

X-original-commit: a4cdf38bd6
Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>

content/applications/websites/livechat.rst

@@ -340,3 +340,4 @@ view, an operator can participate in the chat the same as they would in the norm
    livechat/ratings
    livechat/responses
    livechat/chatbots
+   livechat/reports

content/applications/websites/livechat/reports.rst

@@ -0,0 +1,191 @@
+=======
+Reports
+=======
+
+Odoo *Live Chat* includes several reports that allow for the monitoring of operator performance and
+the identification of trends in customer conversations.
+
+Available reports
+=================
+
+The following reports are included in the *Live Chat* app:
+
+- :ref:`Sessions History <livechat/sessions-history>`
+- :ref:`Session Statistics <livechat/session-statistics>`
+- :ref:`Operator Analysis <livechat/operator-analysis>`
+
+.. note::
+   The *Live Chat Ratings Report* can also be accessed through the :guilabel:`Report` menu. For more
+   information on this report, and on the *Live Chat* rating process, see :doc:`Live Chat Ratings
+   <../livechat/ratings>`.
+
+To access a drop-down menu of all the available reports, navigate to :menuselection:`Live Chat app
+--> Report`.
+
+.. _livechat/sessions-history:
+
+Sessions History
+----------------
+
+The *Sessions History* report displays an overview of live chat sessions, including session dates,
+participant name and country, session duration, the number of messages, and the rating. It also
+provides access to the complete transcripts of live chat sessions.
+
+To access this report, navigate to :menuselection:`Live Chat app --> Report --> Sessions History`.
+
+.. image:: reports/sessions-history.png
+   :align: center
+   :alt: Example of the Sessions History report from the Live Chat application.
+
+The information in this report can be exported, or inserted into a spreadsheet.
+
+Click the :guilabel:`⚙️ (gear)` icon to the right of the :guilabel:`History` page title, in the
+top-left corner. Doing so reveals a drop-down menu.
+
+From the drop-down menu, click :guilabel:`Export All` to export all sessions to a spreadsheet, or
+:guilabel:`Insert list in spreadsheet` to insert the information in a new, or existing, spreadsheet.
+
+To only export select sessions, first select the desired sessions to be exported from the list, by
+clicking the checkbox to the left of each individual session. With the sessions selected, click the
+:guilabel:`⚙️ (gear) Actions` icon in the top-center of the page, and click :guilabel:`Export` or
+:guilabel:`Insert list in spreadsheet`.
+
+To view the transcript of an individual conversation, click anywhere on the entry line. This opens
+the *Discuss* thread for the conversation.
+
+In the *Discuss* thread, the conversation view displays the entire transcript of the conversation.
+At the top of the conversation, there is a list of the web pages the visitor browsed before
+beginning their chat session, along with corresponding time stamps. If the visitor left a rating, it
+is included at the end of the transcript.
+
+.. image:: reports/chat-transcript.png
+   :align: center
+   :alt: View of the chat transcript in the Discuss application.
+
+.. _livechat/session-statistics:
+
+Session Statistics
+------------------
+
+The *Session Statistics* report provides a statistical overview of live chat sessions. The default
+view for this report displays sessions grouped by the date of creation.
+
+To access this report, navigate to :menuselection:`Live Chat app --> Reports --> Session
+Statistics`.
+
+.. figure:: reports/sessions-statistics.png
+   :align: center
+   :alt: Example of the Sessions Statistics report from the Live Chat application.
+
+   The stacked bar graph view of the *Session Statistics* report, with results grouped by Creation
+   Date (hour), then by rating.
+
+To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
+report. The measures available for this report include:
+
+- :guilabel:`# of speakers`: number of participants in the conversation.
+- :guilabel:`Days of activity`: number of days since the operator's first session.
+- :guilabel:`Duration of Session (min)`: the duration of a conversation, in minutes.
+- :guilabel:`Is visitor anonymous`: denotes whether the conversation participant is anonymous.
+- :guilabel:`Messages per session`: the total number of messages sent in a conversation. This
+  measure is included in the default view.
+- :guilabel:`Rating`: the rating received by an operator at the end of a session, if one was
+  provided.
+- :guilabel:`Session not rated`: denotes if a session did **not** receive a rating at the end of the
+  conversation.
+- :guilabel:`Time to answer (sec)`: the average time, in seconds, before an operator responds to a
+  chat request.
+- :guilabel:`Visitor is Happy`: denotes whether a positive rating was provided. If the visitor gave
+  either a negative or neutral rating, they are considered *unhappy*.
+- :guilabel:`Count`: the total number of sessions.
+
+.. _livechat/operator-analysis:
+
+Operator Analysis
+-----------------
+
+The *Operator Analysis* report is used to monitor the performance of individual live chat operators.
+
+To access the report, navigate to :menuselection:`Live Chat app --> Reports --> Operator Analysis`.
+
+The default view for this report is a bar chart, which only displays conversations from the current
+month, as indicated by the :guilabel:`This Month` default search filter. Conversations are grouped
+by operator.
+
+To view a different measure, click the :guilabel:`Measures` drop-down menu at the top-left of the
+report. The measures available for this report include:
+
+- :guilabel:`# of Sessions`: the number of sessions an operator participated in. This measure is
+  included by default.
+- :guilabel:`Average duration`: the average duration of a conversation, in seconds.
+- :guilabel:`Average rating`: the average rating received by the operator.
+- :guilabel:`Time to answer`: the average amount of time before the operator responds to a chat
+  request, in seconds.
+- :guilabel:`Count`: the total number of sessions.
+
+.. image:: reports/operator-analysis.png
+   :align: center
+   :alt: Example of the Operator Analysis report from the Live Chat application.
+
+View and filter options
+=======================
+
+On any Odoo report, the view and filter options vary, depending on what data is being analyzed,
+measured, and grouped. See below for additional information on the available views for the *Live
+Chat* reports.
+
+.. note::
+   The :ref:`Sessions History <livechat/sessions-history>` report is **only** available in list
+   view.
+
+Pivot view
+----------
+
+The *pivot* view presents data in an interactive manner. The :ref:`Session Statistics
+<livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>` reports are
+available in pivot view.
+
+The pivot view can be accessed on a report by selecting the :guilabel:`grid icon` at the top-right
+of the screen.
+
+To add a group to a row or column, click the :guilabel:`➕ (plus sign)` icon next to
+:guilabel:`Total`, and then select one of the groups from the drop-down menu that appears. To remove
+one, click the :guilabel:`➖ (minus sign)` icon, and de-select the appropriate option.
+
+Graph view
+----------
+
+The *graph* view presents data in either a *bar*, *line*, or *pie* chart. The :ref:`Session
+Statistics <livechat/session-statistics>` and :ref:`Operator Analysis <livechat/operator-analysis>`
+reports are available in graph view.
+
+Switch to the graph view by selecting the :guilabel:`line chart` icon at the top-right of the
+screen. To switch between the different charts, select the desired view's corresponding icon at the
+top-left of the chart, while in graph view.
+
+.. tip::
+   Both the bar chart and line chart can utilize the *stacked* view option. This presents two or
+   more groups of data on top of each other, instead of next to each other, making it easier to
+   compare data.
+
+Save and share a favorite search
+--------------------------------
+
+The *Favorites* feature found on reports allows users to save their most commonly used filters,
+without having to reconstruct them every time they are needed.
+
+To create and save a filter to the *Favorites* section on the search bar drop-down menu, follow the
+steps below:
+
+#. Set the necessary parameters using the :guilabel:`Filters` and :guilabel:`Group By` options
+   available in the :guilabel:`Search...` bar drop-down menu and the :guilabel:`Measures` drop-down
+   menu at the top-left of the report.
+#. Click the :guilabel:`🔻(triangle pointed down)` icon next to the :guilabel:`Search...` bar to
+   open the drop-down menu.
+#. Under the :guilabel:`Favorites` heading, click :guilabel:`Save current search`.
+#. Rename the search.
+#. Select :guilabel:`Default filter` to have these filter settings automatically displayed when the
+   report is opened. Otherwise, leave it blank.
+#. Select :guilabel:`Shared` to make this filter available to all other database users. If this box
+   is not checked, the filter is only available to the user who creates it.
+#. Click :guilabel:`Save` to preserve the configuration for future use.