diff --git a/content/applications/websites/livechat.rst b/content/applications/websites/livechat.rst index 900f67bfe..390e16231 100644 --- a/content/applications/websites/livechat.rst +++ b/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 diff --git a/content/applications/websites/livechat/reports.rst b/content/applications/websites/livechat/reports.rst new file mode 100644 index 000000000..9f6ceeaa6 --- /dev/null +++ b/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 ` +- :ref:`Session Statistics ` +- :ref:`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 ` report is **only** available in list + view. + +Pivot view +---------- + +The *pivot* view presents data in an interactive manner. The :ref:`Session Statistics +` and :ref:`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 ` and :ref:`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. diff --git a/content/applications/websites/livechat/reports/chat-transcript.png b/content/applications/websites/livechat/reports/chat-transcript.png new file mode 100644 index 000000000..99a83006e Binary files /dev/null and b/content/applications/websites/livechat/reports/chat-transcript.png differ diff --git a/content/applications/websites/livechat/reports/operator-analysis.png b/content/applications/websites/livechat/reports/operator-analysis.png new file mode 100644 index 000000000..25b5eb981 Binary files /dev/null and b/content/applications/websites/livechat/reports/operator-analysis.png differ diff --git a/content/applications/websites/livechat/reports/sessions-history.png b/content/applications/websites/livechat/reports/sessions-history.png new file mode 100644 index 000000000..ca61b230d Binary files /dev/null and b/content/applications/websites/livechat/reports/sessions-history.png differ diff --git a/content/applications/websites/livechat/reports/sessions-statistics.png b/content/applications/websites/livechat/reports/sessions-statistics.png new file mode 100644 index 000000000..410e763fc Binary files /dev/null and b/content/applications/websites/livechat/reports/sessions-statistics.png differ