[IMP] Helpdesk: Reporting 17

closes odoo/documentation#9209

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: Felicia Kuan <feku@odoo.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/services/helpdesk/overview/reports.rst

@@ -2,24 +2,26 @@
 Reporting
 =========
 
-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.
+.. |SLA| replace:: :abbr:`SLA (Service Level Agreement)`
+.. |SLAs| replace:: :abbr:`SLAs (Service Level Agreements)`
+
+Reports in Odoo *Helpdesk* provide the opportunity to manage employee workloads, identify areas for
+improvement, and confirm if customer expectations are being met.
 
 Available reports
 =================
 
 Details about the reports available in Odoo *Helpdesk* can be found below. To view the different
-reports, go to :menuselection:`Helpdesk --> Reporting`.
+reports, go to :menuselection:`Helpdesk app --> Reporting`, and select one of the following:
+:guilabel:`Tickets Analysis`, :guilabel:`SLA Status Analysis`, or :guilabel:`Customer Ratings`.
 
-Ticket Analysis
----------------
+Tickets Analysis
+----------------
 
-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.
+The *Tickets Analysis* report (:menuselection:`Helpdesk app --> Reporting --> Tickets Analysis`)
+provides an overview of every customer support ticket in the database.
 
-This report is useful in identifying where teams are spending the most time, and helps determine if
+This report is useful for 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.
 
@@ -33,26 +35,27 @@ more, click the :guilabel:`Measures` button, and select one or more options from
 menu:
 
 - :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*
+  the customer and the response from the support team. *This 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
+  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 the ticket was created and
+  when it was assigned to a team member.
+- :guilabel:`Hours to Close`: number of working hours between the date the ticket was created and
+  the date it was closed.
+- :guilabel:`Hours to First Response`: number of working hours between the date the ticket was
+  received and the date on which the first message was sent. *This does not include email sent
+  automatically when a ticket reaches a stage.*
+- :guilabel:`Hours until SLA Deadline`: number of working hours remaining to reach the last |SLA|
+  deadline on a ticket.
+- :guilabel:`Rating (/5)`: number out of five to represent customer feedback (Dissatisfied = 1,
+  Okay/Neutral = 3, Satisfied = 5).
+- :guilabel:`Remaining Hours on SO`: hours remaining on a linked sales order.
+- :guilabel:`Count`: number of tickets in total.
 
 .. note::
    *Working hours* are calculated based on the default working calendar. To view or change the
@@ -62,12 +65,12 @@ menu:
 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.
+The *SLA Status Analysis* report (:menuselection:`Helpdesk app --> Reporting --> SLA Status
+Analysis`) :ref:`analyzes the performance <helpdesk/analyze-sla-performance>` of individual SLA
+(Service Level Agreement) 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.
+By default, this report is filtered to show the number of |SLAs| failed, in progress, and the number
+that have been successful. The results are grouped by teams.
 
 .. image:: reports/sla-status.png
    :align: center
@@ -76,50 +79,31 @@ failed, as well as the failure rate over the last 30 days, grouped by team.
 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:
 
-- :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
-
-.. 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`.
-
-   To sort these results by the team members assigned to the tickets, select :menuselection:`Total
-   --> Assigned to`.
+- :guilabel:`Number of SLA Failed`: number of tickets that have failed at least one |SLA|.
+- :guilabel:`Rating (/5)`: number value representing customer feedback (Dissatisfied = 1,
+  Okay/Neutral = 3, Satisfied = 5).
+- :guilabel:`Remaining Hours on SO`: hours remaining on a linked sales order.
+- :guilabel:`Working Hours to Assign`: number of working hours between the date 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 the ticket was
+  created and the date it was closed.
+- :guilabel:`Working Hours to Reach SLA`: number of working hours between the date the ticket was
+  created and the date the |SLA| was satisfied.
+- :guilabel:`Count`: number of tickets in total.
 
 .. seealso::
-   :doc:`Service Level Agreements (SLA) </applications/services/helpdesk/overview/sla>`
+   :doc:`Service Level Agreements (SLA) <sla>`
 
 Customer Ratings
 ----------------
 
-The *Customer Ratings* report (:menuselection:`Helpdesk --> Reporting -- Customer Ratings`)
+The *Customer Ratings* report (:menuselection:`Helpdesk app--> 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.
+   :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.
@@ -129,14 +113,14 @@ including a link to the original ticket.
    :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
+   On the rating's details page, tick the :guilabel:`Visible Internally Only` checkbox 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
+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>`
+   :doc:`Ratings <ratings>`
 
 View and filter options
 =======================
@@ -155,25 +139,25 @@ 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.
+The pivot view can be accessed on any report by selecting the :icon:`oi-view-pivot`
+:guilabel:`(pivot)` 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.
+To add a group to a row or column to the pivot view, click the :icon:`fa-plus-square`
+:guilabel:`(plus)` icon next to :guilabel:`Total`, and then select one of the groups. To remove one,
+click the :icon:`fa-minus-square-o` :guilabel:`(minus)` icon, 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.
+Switch to the graph view by selecting the :icon:`fa-area-chart` :guilabel:`(area 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::
 
@@ -197,25 +181,29 @@ 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.
+   or more groups of data on top of each other, instead of next to each other, making it easier to
+   compare data. While viewing either a bar chart or line chart, click the :icon:`fa-database`
+   :guilabel:`(stacked)` icon to toggle the stacked view option on or off.
 
 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.
+filters, without having to reconstruct them every time they are needed.
 
-To create and save new *Favorites* on a report, follow the steps below:
+To create and save a new *Favorites* configuration 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 the :icon:`fa-caret-down` :guilabel:`(down)` icon next to the :guilabel:`Search...` bar to
+   open the drop-down menu.
+#. Under the :guilabel:`Favorites` heading, click :guilabel:`Save current search`.
+#. If desired, enter a new name for the report.
+#. Tick the :guilabel:`Default Filter` checkbox to have these filter settings automatically
+   displayed when the report is opened. Otherwise, leave it blank.
+#. Tick the :guilabel:`Shared` checkbox to make this filter configuration available to all other
+   database users. If this checkbox is not ticked, only the user who creates the filter can access
+   it.
 #. Click :guilabel:`Save` to preserve the configuration for future use.
 
 .. image:: reports/save-filters.png
@@ -223,5 +211,5 @@ To create and save new *Favorites* on a report, follow the steps below:
    :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/essentials/reporting>`
+   - :doc:`Start receiving tickets <receiving_tickets>`
+   - :doc:`Odoo reporting <../../../essentials/reporting>`

content/applications/services/helpdesk/overview/sla.rst

@@ -127,6 +127,8 @@ ticket is moved to the :guilabel:`Reach Stage`.
    :align: center
    :alt: View of a ticket's form with a failing and passing SLA in Odoo Helpdesk.
 
+.. _helpdesk/analyze-sla-performance:
+
 Analyze SLA performance
 =======================