[IMP] helpdesk: updated 16.0 reporting doc

closes odoo/documentation#3690

Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
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Jess Rogers (jero) 2023-02-28 14:03:50 +00:00
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============================
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 customers 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) </applications/services/helpdesk/overview/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 </applications/services/helpdesk/overview/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 </applications/services/helpdesk/overview/receiving_tickets>`
- :doc:`Odoo reporting </applications/general/reporting>`

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