[IMP] helpdesk: updated 16.0 reporting doc

closes odoo/documentation#4409

X-original-commit: 84390f4461
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

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) </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>`