diff --git a/content/applications/services/helpdesk/overview/reports.rst b/content/applications/services/helpdesk/overview/reports.rst index f9494eb72..d7ede3317 100644 --- a/content/applications/services/helpdesk/overview/reports.rst +++ b/content/applications/services/helpdesk/overview/reports.rst @@ -1,60 +1,227 @@ -============================ -Reports for a Better Support -============================ +========= +Reporting +========= -An efficient customer service solution should have a built-in reporting option. Reports allow you to -track trends, identify areas for improvement, manage employees’ workloads and, most importantly, -meet your customer’s expectations. +Odoo *Helpdesk* includes several reports that provide the opportunity to track trends for customer +support tickets, identify areas for improvement, manage employee workloads, and confirm when +customer expectations are met. -Cases -===== +Available reports +================= -Some examples of the reports Odoo Helpdesk can generate include: +Details about the reports available in Odoo *Helpdesk* can be found below. To view the different +reports, go to :menuselection:`Helpdesk --> Reporting`. -- The number of tickets *grouped by* team and ticket type. +Ticket Analysis +--------------- -| In this manner, you are able to evaluate which ticket types have been the most frequent ones, - plus the workload of your teams. -| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous - Year*. +The *Ticket Analysis* report (:menuselection:`Helpdesk --> Reporting --> Ticket Analysis`) provides +an overview of every customer support ticket in the database. This includes the number of tickets +assigned among teams and individual users. -.. image:: reports/report_team_ticket_type.png +This report is useful in identifying where teams are spending the most time, and helps determine if +there is an uneven workload distribution among the support staff. The default report counts the +number of tickets per team and groups them by stage. + +.. image:: reports/tickets-default.png :align: center - :alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk + :alt: View of Ticket Analysis report default view. -- The number of tickets closed per day, per team. +Alternative measures can be selected to track where the most time is spent at different points in +the workflow. To change the measures used for the report that is currently displayed, or to add +more, click the :guilabel:`Measures` button, and select one or more options from the drop-down +menu: -Get an overview of how many requests each team is closing per day in order to measure their -performance. Identify productivity levels to understand how many requests they are able to handle. +- :guilabel:`Average Hours to Respond`: average number of working hours between a message sent from + the customer and the response from the support team. *This is does not include messages sent when + the ticket was in a folded stage* +- :guilabel:`Hours Open`: number of hours between the date the ticket was created and the closed + date. If there is no closed date on the ticket, the current date is used. **This measure is not + specific to working hours** +- :guilabel:`Hours Spent`: number of *Timesheet* hours logged on a ticket. *This measure is only + available if Timesheets are enabled on a team, and the current user has the access rights to view + them* +- :guilabel:`Hours to Assign`: number of working hours between the date on which the ticket was + created and when it was assigned to a team member +- :guilabel:`Hours to Close`: number of working hours between the date on which the ticket was + created and the date it was closed +- :guilabel:`Hours to First Response`: number of working hours between the date on which the ticket + was received and the date one which the first message was sent. *This does not include email sent + automatically when a ticket reaches a stage* +- :guilabel:`Hours to SLA Deadline`: number of working hours remaining to reach the last :abbr:`SLA + (Service Level Agreement)` deadline on a ticket +- :guilabel:`Rating /5`: number valued assigned to the rating received from a customer + (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5) +- :guilabel:`Count`: number of tickets in total -.. image:: reports/report_close_date_team.png +.. note:: + *Working hours* are calculated based on the default working calendar. To view or change the + working calendar, go to the :menuselection:`Settings` application and select + :menuselection:`Employees --> Company Working Hours`. + +SLA Status Analysis +------------------- + +The *SLA Status Analysis* report (:menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`) +tracks how quickly an SLA (Service Level Agreement) is fulfilled, as well as the success rate of +individual policies. + +By default, this report is filtered to show the number of :abbr:`SLAs (Service Level Agreements)` +failed, as well as the failure rate over the last 30 days, grouped by team. + +.. image:: reports/sla-status.png :align: center - :alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk + :alt: View of Group by options of Ticket Analysis report. -.. tip:: - Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent. +To change the measures used for the report that is currently displayed, or to add more, click the +:guilabel:`Measures` button, and select one or more options from the drop-down menu: -- The number of hours tickets are taking to be solved, grouped by team and ticket type. +- :guilabel:`% of Failed SLA`: percentage of tickets that have failed at least one :abbr:`SLA + (Service Level Agreement)` +- :guilabel:`% of SLA in Progress`: percentage of tickets that have at least one :abbr:`SLA (Service + Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level + Agreements)` +- :guilabel:`% of Successful SLA`: percentage of tickets where all :abbr:`SLAs (Service Level + Agreements)` have been successful +- :guilabel:`Number of SLA Failed`: number of tickets that have failed at least one :abbr:`SLA + (Service Level Agreement)` +- :guilabel:`Number of SLA Successful`: number of tickets where all :abbr:`SLAs (Service Level + Agreements)` have been successful +- :guilabel:`Number of SLA in Progress`: number of tickets that have at least one :abbr:`SLA + (Service Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level + Agreements)` +- :guilabel:`Working Hours to Assign`: number of working hours between the date on which the ticket + was created and when it was assigned to a team member +- :guilabel:`Working Hours to Close`: number of working hours between the date on which the ticket + was created and the date it was closed +- :guilabel:`Working Hours to Reach SLA`: number of working hours between the date on which the + ticket was created and the date the :abbr:`SLA (Service Level Agreement)` was satisfied +- :guilabel:`Count`: number of tickets in total -Check if your expectations are met by *measuring* the *Time to close (hours)*. Your -customers not only expect fast responses but they also want their issues to be handled quickly. +.. example:: + To see the number of tickets that were able to achieve the stated :abbr:`SLA (Service Level + Agreement)` objectives, and track the amount of time it took to achieve those objectives, click + :menuselection:`Measures --> Number of SLA Successful` and :menuselection:`Measures --> Working + Hours to Reach SLA`. -.. image:: reports/report_time_to_close.png - :align: center - :alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in - Odoo Helpdesk - -Save filters -============ - -Save the filters you use the most and avoid having to reconstruct them every time they are -needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*. - -.. image:: reports/favorites.png - :align: center - :alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one - in Odoo Helpdesk + To sort these results by the team members assigned to the tickets, select :menuselection:`Total + --> Assigned to`. .. seealso:: - - :doc:`receiving_tickets` - - :doc:`sla` + :doc:`Service Level Agreements (SLA) ` + +Customer Ratings +---------------- + +The *Customer Ratings* report (:menuselection:`Helpdesk --> Reporting -- Customer Ratings`) +displays an overview of the ratings received on individual support tickets, as well as any +additional comments submitted with the rating. + +.. image:: reports/customer-ratings.png + :align: center + :alt: View of the kanban display in the Customer Ratings report. + +Click on an individual rating to see additional details about the rating submitted by the customer, +including a link to the original ticket. + +.. image:: reports/ratings-details.png + :align: center + :alt: View of the details of an individual customer rating. + +.. tip:: + On the rating's details page, select the :guilabel:`Visible Internally Only` option to hide the + rating from the customer portal. + +The *Customer Ratings* report is displayed in a kanban view by default, but can also be displayed +in graph, list, or pivot view. + +.. seealso:: + :doc:`Ratings ` + +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 +*Helpdesk* reports. + +.. note:: + Only one measure may be selected at a time for graphs, but pivot tables can include multiple + measures. + +Pivot view +---------- + +The *pivot* view presents data in an interactive manner. All three *Helpdesk* reports are available +in pivot view. + +The pivot view can be accessed on any report by selecting the :guilabel:`grid icon` at the top right +of the screen. + +.. image:: reports/pivot-view.png + :align: center + :alt: View of the SLA status analysis report in Odoo Helpdesk. + +To add a group to a row or column to the pivot view, click the :guilabel:`➕ (plus sign)` next to +:guilabel:`Total`, and then select one of the groups. To remove one, click the :guilabel:`➖ (minus +sign)` and de-select the appropriate option. + +Graph view +---------- + +The *graph* view presents data in either a *bar*, *line*, or *pie* chart. + +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 *related icon* at the top left of the +chart, while in graph view. + +.. tabs:: + + .. tab:: Bar chart + + .. image:: reports/bar-chart.png + :align: center + :alt: View of the SLA status analysis report in bar view. + + .. tab:: Line chart + + .. image:: reports/line-chart.png + :align: center + :alt: View of the Customer Ratings report in line view. + + .. tab:: Pie chart + + .. image:: reports/pie-chart.png + :align: center + :alt: View of the Ticket analysis report in pie chart 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 *Helpdesk* reports allows users to save their most commonly used +filters without having to reconstruct them every time they are needed. + +To create and save new *Favorites* on a report, follow the steps below: + +#. Set the necessary parameters using the :guilabel:`Filters`, :guilabel:`Group By` and + :guilabel:`Measures` options. +#. Click :menuselection:`Favorites --> Save current search`. +#. Rename the search. +#. Select :guilabel:`Use by default` to have these filter settings automatically displayed when the + report is opened. Otherwise, leave it blank. +#. Select :guilabel:`Share with all users` to make this filter available to all other database + users. If this box is not checked, it will only be available to the user who creates it. +#. Click :guilabel:`Save` to preserve the configuration for future use. + +.. image:: reports/save-filters.png + :align: center + :alt: View of the save favorites option in Odoo Helpdesk. + +.. seealso:: + - :doc:`Start receiving tickets ` + - :doc:`Odoo reporting ` diff --git a/content/applications/services/helpdesk/overview/reports/bar-chart.png b/content/applications/services/helpdesk/overview/reports/bar-chart.png new file mode 100644 index 000000000..f8e88b99b Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/bar-chart.png differ diff --git a/content/applications/services/helpdesk/overview/reports/customer-ratings.png b/content/applications/services/helpdesk/overview/reports/customer-ratings.png new file mode 100644 index 000000000..69adb4fe5 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/customer-ratings.png differ diff --git a/content/applications/services/helpdesk/overview/reports/favorites.png b/content/applications/services/helpdesk/overview/reports/favorites.png deleted file mode 100644 index dd7bd81f0..000000000 Binary files a/content/applications/services/helpdesk/overview/reports/favorites.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/reports/line-chart.png b/content/applications/services/helpdesk/overview/reports/line-chart.png new file mode 100644 index 000000000..2a83cba86 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/line-chart.png differ diff --git a/content/applications/services/helpdesk/overview/reports/pie-chart.png b/content/applications/services/helpdesk/overview/reports/pie-chart.png new file mode 100644 index 000000000..29e8cbfd9 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/pie-chart.png differ diff --git a/content/applications/services/helpdesk/overview/reports/pivot-view.png b/content/applications/services/helpdesk/overview/reports/pivot-view.png new file mode 100644 index 000000000..e8acbff37 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/pivot-view.png differ diff --git a/content/applications/services/helpdesk/overview/reports/ratings-details.png b/content/applications/services/helpdesk/overview/reports/ratings-details.png new file mode 100644 index 000000000..8e780e97c Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/ratings-details.png differ diff --git a/content/applications/services/helpdesk/overview/reports/report_close_date_team.png b/content/applications/services/helpdesk/overview/reports/report_close_date_team.png deleted file mode 100644 index d19e995c1..000000000 Binary files a/content/applications/services/helpdesk/overview/reports/report_close_date_team.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/reports/report_team_ticket_type.png b/content/applications/services/helpdesk/overview/reports/report_team_ticket_type.png deleted file mode 100644 index deed1c0ae..000000000 Binary files a/content/applications/services/helpdesk/overview/reports/report_team_ticket_type.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/reports/report_time_to_close.png b/content/applications/services/helpdesk/overview/reports/report_time_to_close.png deleted file mode 100644 index 57d6daebc..000000000 Binary files a/content/applications/services/helpdesk/overview/reports/report_time_to_close.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/reports/save-filters.png b/content/applications/services/helpdesk/overview/reports/save-filters.png new file mode 100644 index 000000000..78dbee206 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/save-filters.png differ diff --git a/content/applications/services/helpdesk/overview/reports/sla-status.png b/content/applications/services/helpdesk/overview/reports/sla-status.png new file mode 100644 index 000000000..d1922db03 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/sla-status.png differ diff --git a/content/applications/services/helpdesk/overview/reports/tickets-default.png b/content/applications/services/helpdesk/overview/reports/tickets-default.png new file mode 100644 index 000000000..8b871cd16 Binary files /dev/null and b/content/applications/services/helpdesk/overview/reports/tickets-default.png differ