32aafb08cb
This commit aims to improve the documentation's navigability by redefining some categories' purposes and titles. There is a redirection rule for each documentation page moved. This ensures that users won't have a 404 error message. task-3217827 closes odoo/documentation#8056 Signed-off-by: Jonathan Castillo (jcs) <jcs@odoo.com>
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=========
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Reporting
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=========
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Odoo *Helpdesk* includes several reports that provide the opportunity to track trends for customer
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support tickets, identify areas for improvement, manage employee workloads, and confirm when
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customer expectations are met.
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Available reports
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=================
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Details about the reports available in Odoo *Helpdesk* can be found below. To view the different
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reports, go to :menuselection:`Helpdesk --> Reporting`.
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Ticket Analysis
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---------------
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The *Ticket Analysis* report (:menuselection:`Helpdesk --> Reporting --> Ticket Analysis`) provides
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an overview of every customer support ticket in the database. This includes the number of tickets
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assigned among teams and individual users.
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This report is useful in identifying where teams are spending the most time, and helps determine if
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there is an uneven workload distribution among the support staff. The default report counts the
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number of tickets per team and groups them by stage.
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.. image:: reports/tickets-default.png
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:align: center
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:alt: View of Ticket Analysis report default view.
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Alternative measures can be selected to track where the most time is spent at different points in
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the workflow. To change the measures used for the report that is currently displayed, or to add
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more, click the :guilabel:`Measures` button, and select one or more options from the drop-down
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menu:
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- :guilabel:`Average Hours to Respond`: average number of working hours between a message sent from
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the customer and the response from the support team. *This is does not include messages sent when
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the ticket was in a folded stage*
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- :guilabel:`Hours Open`: number of hours between the date the ticket was created and the closed
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date. If there is no closed date on the ticket, the current date is used. **This measure is not
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specific to working hours**
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- :guilabel:`Hours Spent`: number of *Timesheet* hours logged on a ticket. *This measure is only
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available if Timesheets are enabled on a team, and the current user has the access rights to view
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them*
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- :guilabel:`Hours to Assign`: number of working hours between the date on which the ticket was
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created and when it was assigned to a team member
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- :guilabel:`Hours to Close`: number of working hours between the date on which the ticket was
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created and the date it was closed
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- :guilabel:`Hours to First Response`: number of working hours between the date on which the ticket
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was received and the date one which the first message was sent. *This does not include email sent
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automatically when a ticket reaches a stage*
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- :guilabel:`Hours to SLA Deadline`: number of working hours remaining to reach the last :abbr:`SLA
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(Service Level Agreement)` deadline on a ticket
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- :guilabel:`Rating /5`: number valued assigned to the rating received from a customer
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(Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5)
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- :guilabel:`Count`: number of tickets in total
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.. note::
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*Working hours* are calculated based on the default working calendar. To view or change the
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working calendar, go to the :menuselection:`Settings` application and select
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:menuselection:`Employees --> Company Working Hours`.
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SLA Status Analysis
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-------------------
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The *SLA Status Analysis* report (:menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`)
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tracks how quickly an SLA (Service Level Agreement) is fulfilled, as well as the success rate of
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individual policies.
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By default, this report is filtered to show the number of :abbr:`SLAs (Service Level Agreements)`
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failed, as well as the failure rate over the last 30 days, grouped by team.
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.. image:: reports/sla-status.png
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:align: center
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:alt: View of Group by options of Ticket Analysis report.
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To change the measures used for the report that is currently displayed, or to add more, click the
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:guilabel:`Measures` button, and select one or more options from the drop-down menu:
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- :guilabel:`% of Failed SLA`: percentage of tickets that have failed at least one :abbr:`SLA
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(Service Level Agreement)`
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- :guilabel:`% of SLA in Progress`: percentage of tickets that have at least one :abbr:`SLA (Service
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Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level
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Agreements)`
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- :guilabel:`% of Successful SLA`: percentage of tickets where all :abbr:`SLAs (Service Level
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Agreements)` have been successful
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- :guilabel:`Number of SLA Failed`: number of tickets that have failed at least one :abbr:`SLA
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(Service Level Agreement)`
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- :guilabel:`Number of SLA Successful`: number of tickets where all :abbr:`SLAs (Service Level
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Agreements)` have been successful
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- :guilabel:`Number of SLA in Progress`: number of tickets that have at least one :abbr:`SLA
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(Service Level Agreement)` still in progress, and have not failed any :abbr:`SLAs (Service Level
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Agreements)`
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- :guilabel:`Working Hours to Assign`: number of working hours between the date on which the ticket
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was created and when it was assigned to a team member
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- :guilabel:`Working Hours to Close`: number of working hours between the date on which the ticket
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was created and the date it was closed
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- :guilabel:`Working Hours to Reach SLA`: number of working hours between the date on which the
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ticket was created and the date the :abbr:`SLA (Service Level Agreement)` was satisfied
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- :guilabel:`Count`: number of tickets in total
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.. example::
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To see the number of tickets that were able to achieve the stated :abbr:`SLA (Service Level
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Agreement)` objectives, and track the amount of time it took to achieve those objectives, click
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:menuselection:`Measures --> Number of SLA Successful` and :menuselection:`Measures --> Working
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Hours to Reach SLA`.
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To sort these results by the team members assigned to the tickets, select :menuselection:`Total
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--> Assigned to`.
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.. seealso::
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:doc:`Service Level Agreements (SLA) </applications/services/helpdesk/overview/sla>`
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Customer Ratings
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----------------
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The *Customer Ratings* report (:menuselection:`Helpdesk --> Reporting -- Customer Ratings`)
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displays an overview of the ratings received on individual support tickets, as well as any
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additional comments submitted with the rating.
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.. image:: reports/customer-ratings.png
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:align: center
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:alt: View of the kanban display in the Customer Ratings report.
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Click on an individual rating to see additional details about the rating submitted by the customer,
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including a link to the original ticket.
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.. image:: reports/ratings-details.png
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:align: center
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:alt: View of the details of an individual customer rating.
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.. tip::
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On the rating's details page, select the :guilabel:`Visible Internally Only` option to hide the
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rating from the customer portal.
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The *Customer Ratings* report is displayed in a kanban view by default, but can also be displayed
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in graph, list, or pivot view.
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.. seealso::
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:doc:`Ratings </applications/services/helpdesk/overview/ratings>`
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View and filter options
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=======================
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On any Odoo report, the view and filter options vary, depending on what data is being analyzed,
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measured, and grouped. See below for additional information on the available views for the
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*Helpdesk* reports.
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.. note::
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Only one measure may be selected at a time for graphs, but pivot tables can include multiple
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measures.
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Pivot view
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----------
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The *pivot* view presents data in an interactive manner. All three *Helpdesk* reports are available
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in pivot view.
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The pivot view can be accessed on any report by selecting the :guilabel:`grid icon` at the top right
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of the screen.
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.. image:: reports/pivot-view.png
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:align: center
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:alt: View of the SLA status analysis report in Odoo Helpdesk.
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To add a group to a row or column to the pivot view, click the :guilabel:`➕ (plus sign)` next to
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:guilabel:`Total`, and then select one of the groups. To remove one, click the :guilabel:`➖ (minus
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sign)` and de-select the appropriate option.
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Graph view
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----------
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The *graph* view presents data in either a *bar*, *line*, or *pie* chart.
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Switch to the graph view by selecting the :guilabel:`line chart icon` at the top right of the
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screen. To switch between the different charts, select the *related icon* at the top left of the
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chart, while in graph view.
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.. tabs::
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.. tab:: Bar chart
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.. image:: reports/bar-chart.png
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:align: center
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:alt: View of the SLA status analysis report in bar view.
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.. tab:: Line chart
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.. image:: reports/line-chart.png
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:align: center
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:alt: View of the Customer Ratings report in line view.
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.. tab:: Pie chart
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.. image:: reports/pie-chart.png
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:align: center
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:alt: View of the Ticket analysis report in pie chart view.
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.. tip::
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Both the *bar chart* and *line chart* can utilize the *stacked* view option. This presents two
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(or more) groups of data on top of each other, instead of next to each other, making it easier
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to compare data.
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Save and share a favorite search
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--------------------------------
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The *Favorites* feature found on *Helpdesk* reports allows users to save their most commonly used
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filters without having to reconstruct them every time they are needed.
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To create and save new *Favorites* on a report, follow the steps below:
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#. Set the necessary parameters using the :guilabel:`Filters`, :guilabel:`Group By` and
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:guilabel:`Measures` options.
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#. Click :menuselection:`Favorites --> Save current search`.
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#. Rename the search.
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#. Select :guilabel:`Use by default` to have these filter settings automatically displayed when the
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report is opened. Otherwise, leave it blank.
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#. Select :guilabel:`Share with all users` to make this filter available to all other database
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users. If this box is not checked, it will only be available to the user who creates it.
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#. Click :guilabel:`Save` to preserve the configuration for future use.
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.. image:: reports/save-filters.png
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:align: center
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:alt: View of the save favorites option in Odoo Helpdesk.
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.. seealso::
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- :doc:`Start receiving tickets </applications/services/helpdesk/overview/receiving_tickets>`
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- :doc:`Odoo reporting </applications/essentials/reporting>`
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