diff --git a/content/applications/websites/livechat/ratings.rst b/content/applications/websites/livechat/ratings.rst index f08e653fe..dec1bb0e8 100644 --- a/content/applications/websites/livechat/ratings.rst +++ b/content/applications/websites/livechat/ratings.rst @@ -2,44 +2,147 @@ Ratings ======= -Giving users the opportunity to rate their interactions can help you improving the experience you -offer. That means staying on top of your customers' needs, besides keeping track of your operators’ -performances. +At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of +support they received from the live chat *operator*. Customers provide ratings as soon as they close +the conversation. This allows operators to receive immediate feedback on their performance. It also +allows customers the chance to share any final comments before leaving the chat window. -Customer Rating -=============== +Rate live chat conversations +============================ -| Once the user chooses to close the chat window, he can rate his interaction. -| If the user is *Not satisfied* or *Highly dissatisfied*, a field allowing for an explanation - is shown. -| A copy of the conversation can also be sent by email. +Customers end a *live chat* conversation by clicking the :guilabel:`X` in the upper right-hand +corner of the chat window. They are then prompted to select an icon that reflects their level of +satisfaction. The icons represent the following ratings: -.. image:: ratings/user_chatwindow.png + - **Satisfied** - *green smiling face* + - **Okay** - *yellow neutral face* + - **Dissatisfied** - *red frowning face* + +.. image:: ratings/live-chat-ratings-faces.png :align: center - :height: 400 - :alt: View of the chat window from a user’s side for Odoo Live Chat + :alt: View of the chat window from a user's side for Odoo Live Chat. -The rating is shown on the chat window itself for the operator. +.. note:: + When customers end a conversation, a field marked :guilabel:`Receive a copy of this conversation` + appears under the *ratings* icons. Customers can enter their email either before or after they + submit a rating. -.. image:: ratings/operator_chatwindow.png +If the customer selects :guilabel:`Satisfied (smile)` icon, they are presented with a thank you +message and a :guilabel:`Close Conversation` link. + +.. image:: ratings/live-chat-thank-you.png :align: center - :alt: View of a chat window from an operator’s side highlighting a rating for Odoo Live Chat + :alt: View of customer's live chat window with thank you message. -And under :menuselection:`Report --> Customer Ratings`. +If the customer selects either :guilabel:`Okay (neutral)` icon or :guilabel:`Dissatisfied (frown)` +icon, a text box will appear. Customers can add comments in this text box to explain why they chose +this rating. This message will be sent to the live chat operator, along with the rating icon. -.. image:: ratings/customer_ratings.png +.. image:: ratings/live-chat-ratings-operator-window.png :align: center - :alt: View of the customer ratings page in Odoo Live Chat + :alt: View of a chat window from an operator's window highlighting a rating for Odoo Live Chat. -Make the rating public -====================== +Publish customer ratings +======================== -Go to :menuselection:`Website --> Configuration --> Settings`, access your channel form, click on -*Go to Website* and on *Unpublished*, to publish the rating of that channel on your website. +To publish a channel's ratings on the website, first navigate to a live chat channel's record by +going to the :menuselection:`Live Chat` app and clicking on the kanban card for that team. Then +click on the :guilabel:`Go to Website` smart button. This will open the :guilabel:`Live Chat Channel +Statistics` page. -.. image:: ratings/publish_ratings.png +In the upper right corner of the page, click the red :guilabel:`Unpublished` slider. The slider +changes from :guilabel:`Unpublished` to :guilabel:`Published`. + +.. image:: ratings/live-chat-ratings-unpublished.png :align: center - :alt: View of the public ratings in the website for Odoo Live Chat + :alt: View of the published ratings on the portal for Odoo Live Chat. + +.. note:: + The customer notes that are submitted with the rating will *not* be published on the website. + These are kept internal. Only a statistical overview of the operators' performance for the + *channel* appears on the website. + +Add ratings page to site +------------------------ + +Once the rating page has been published, it has to be manually added to the website. To do this, go +to the main Odoo dashboard and open the *Website* application. :menuselection:`Website app--> Site +--> Content --> Pages`, then click :guilabel:`New`. + +This will open a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter +`livechat`. This acts as the URL for the published webpage. + +.. important:: + The URL *must* be named `livechat` in order for the database to recognize and connect the + ratings page. After the page has been published, the page title can be changed later under the + :guilabel:`Menu Editor`. + +Click :guilabel:`Create`, and the newly created webpage will open. The :guilabel:`Webpage Editor` +appears in the right panel. + +The page lists the names of the :guilabel:`Live Chat Channels` whose ratings pages have been +published. On the left side of the channel name is a speech bubble icon, which users can click on to +go to the ratings' page for the respective channel. + +.. image:: ratings/live-chat-published-icon.png + :align: center + :alt: View of the webpage for Live Chat ratings emphasizing the channel icon. + +Make any desired changes or additions to this page, then click :guilabel:`Save` in the top right of +the webpage editor. The website editor side panel closes, and the webpage remains on the screen. + +To publish the `livechat` webpage, return to the list of webpages by navigating to +:menuselection:`Site --> Content --> Pages`. Click the checkbox to the left of `livechat` in the +list of pages to select the page and highlight the line. Then, click the checkbox under the column +labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in white. Click the +checkbox a second time to activate the :guilabel:`Is Published` box. The webpage is now published. + +.. image:: ratings/live-chat-is-published.png + :align: center + :alt: View of the list of pages for a website with the 'is published' box emphasized. + +Once the page has been added to the site, ratings are set to be published by default. However, +individual ratings can be manually selected to be hidden from the public. The rating will still be +included in internal reports, and can still be viewed by internal teams. However, public website +visitors and portal users will not have access. + +See :ref:`Hide individual ratings ` for more information. + +Customer ratings report +======================= + +The :guilabel:`Customer Ratings` report (:menuselection:`Live Chat --> Report --> Customer Ratings`) +displays an overview of the ratings received on individual support tickets, as well as any +additional comments submitted with the rating. + +.. image:: ratings/live-chat-ratings-report.png + :align: center + :alt: View of the customer ratings report in Odoo Live Chat. + +The report defaults to a kanban view, with each rating represented by a different card. To switch to +a different view, click on one of the icons in the upper-right corner of the screen. The report is +available in *list* view, *pivot* view, and *graph* view. + +Click on an individual rating to see additional details about the conversation, and the rating. + +.. _livechat/overview/hide-ratings: + +Hide individual ratings +----------------------- + +Ratings are set to be published by default. However, individual ratings can be manually selected to +be hidden from the public. The rating will still be included in internal reports, and can still be +viewed by internal teams. However, public website visitors and portal users will not have access. + +To hide a rating, go to :menuselection:`Live Chat app --> Reports --> Customer Ratings`. Click on +the kanban card for the rating to be hidden. On the individual rating's detail page, check the box +labeled :guilabel:`Visible Internally Only`. + +.. image:: ratings/live-chat-ratings-visible-internally.png + :align: center + :alt: View of an individual rating's detail page with the visible internally setting checked. .. seealso:: + - :doc:`/applications/websites/livechat` - :doc:`responses` + - :doc:`/applications/websites/website` diff --git a/content/applications/websites/livechat/ratings/customer_ratings.png b/content/applications/websites/livechat/ratings/customer_ratings.png deleted file mode 100644 index f88c0d194..000000000 Binary files a/content/applications/websites/livechat/ratings/customer_ratings.png and /dev/null differ diff --git a/content/applications/websites/livechat/ratings/live-chat-is-published.png b/content/applications/websites/livechat/ratings/live-chat-is-published.png new file mode 100644 index 000000000..6e0f61e1f Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-is-published.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-published-icon.png b/content/applications/websites/livechat/ratings/live-chat-published-icon.png new file mode 100644 index 000000000..d4e8ff39d Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-published-icon.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-ratings-faces.png b/content/applications/websites/livechat/ratings/live-chat-ratings-faces.png new file mode 100644 index 000000000..4c14aa2f4 Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-ratings-faces.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-ratings-operator-window.png b/content/applications/websites/livechat/ratings/live-chat-ratings-operator-window.png new file mode 100644 index 000000000..06099e529 Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-ratings-operator-window.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-ratings-report.png b/content/applications/websites/livechat/ratings/live-chat-ratings-report.png new file mode 100644 index 000000000..b2a704cf2 Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-ratings-report.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-ratings-unpublished.png b/content/applications/websites/livechat/ratings/live-chat-ratings-unpublished.png new file mode 100644 index 000000000..22feb7859 Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-ratings-unpublished.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-ratings-visible-internally.png b/content/applications/websites/livechat/ratings/live-chat-ratings-visible-internally.png new file mode 100644 index 000000000..5c8688c3a Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-ratings-visible-internally.png differ diff --git a/content/applications/websites/livechat/ratings/live-chat-thank-you.png b/content/applications/websites/livechat/ratings/live-chat-thank-you.png new file mode 100644 index 000000000..94aa3550a Binary files /dev/null and b/content/applications/websites/livechat/ratings/live-chat-thank-you.png differ diff --git a/content/applications/websites/livechat/ratings/operator_chatwindow.png b/content/applications/websites/livechat/ratings/operator_chatwindow.png deleted file mode 100644 index cb86e94ad..000000000 Binary files a/content/applications/websites/livechat/ratings/operator_chatwindow.png and /dev/null differ diff --git a/content/applications/websites/livechat/ratings/publish_ratings.png b/content/applications/websites/livechat/ratings/publish_ratings.png deleted file mode 100644 index ea031a448..000000000 Binary files a/content/applications/websites/livechat/ratings/publish_ratings.png and /dev/null differ diff --git a/content/applications/websites/livechat/ratings/user_chatwindow.png b/content/applications/websites/livechat/ratings/user_chatwindow.png deleted file mode 100644 index 68ffabc5e..000000000 Binary files a/content/applications/websites/livechat/ratings/user_chatwindow.png and /dev/null differ