c4f0e9c11c
closes odoo/documentation#6263
X-original-commit: 7a307320c3
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
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149 lines
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=======
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Ratings
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=======
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At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of
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support they received from the live chat *operator*. Customers provide ratings as soon as they close
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the conversation. This allows operators to receive immediate feedback on their performance. It also
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allows customers the chance to share any final comments before leaving the chat window.
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Rate live chat conversations
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============================
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Customers end a *live chat* conversation by clicking the :guilabel:`X` in the upper right-hand
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corner of the chat window. They are then prompted to select an icon that reflects their level of
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satisfaction. The icons represent the following ratings:
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- **Satisfied** - *green smiling face*
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- **Okay** - *yellow neutral face*
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- **Dissatisfied** - *red frowning face*
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.. image:: ratings/live-chat-ratings-faces.png
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:align: center
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:alt: View of the chat window from a user's side for Odoo Live Chat.
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.. note::
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When customers end a conversation, a field marked :guilabel:`Receive a copy of this conversation`
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appears under the *ratings* icons. Customers can enter their email either before or after they
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submit a rating.
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If the customer selects :guilabel:`Satisfied (smile)` icon, they are presented with a thank you
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message and a :guilabel:`Close Conversation` link.
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.. image:: ratings/live-chat-thank-you.png
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:align: center
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:alt: View of customer's live chat window with thank you message.
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If the customer selects either :guilabel:`Okay (neutral)` icon or :guilabel:`Dissatisfied (frown)`
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icon, a text box will appear. Customers can add comments in this text box to explain why they chose
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this rating. This message will be sent to the live chat operator, along with the rating icon.
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.. image:: ratings/live-chat-ratings-operator-window.png
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:align: center
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:alt: View of a chat window from an operator's window highlighting a rating for Odoo Live Chat.
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Publish customer ratings
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========================
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To publish a channel's ratings on the website, first navigate to a live chat channel's record by
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going to the :menuselection:`Live Chat` app and clicking on the kanban card for that team. Then
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click on the :guilabel:`Go to Website` smart button. This will open the :guilabel:`Live Chat Channel
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Statistics` page.
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In the upper right corner of the page, click the red :guilabel:`Unpublished` slider. The slider
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changes from :guilabel:`Unpublished` to :guilabel:`Published`.
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.. image:: ratings/live-chat-ratings-unpublished.png
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:align: center
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:alt: View of the published ratings on the portal for Odoo Live Chat.
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.. note::
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The customer notes that are submitted with the rating will *not* be published on the website.
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These are kept internal. Only a statistical overview of the operators' performance for the
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*channel* appears on the website.
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Add ratings page to site
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------------------------
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Once the rating page has been published, it has to be manually added to the website. To do this, go
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to the main Odoo dashboard and open the *Website* application. :menuselection:`Website app--> Site
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--> Content --> Pages`, then click :guilabel:`New`.
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This will open a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter
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`livechat`. This acts as the URL for the published webpage.
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.. important::
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The URL *must* be named `livechat` in order for the database to recognize and connect the
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ratings page. After the page has been published, the page title can be changed later under the
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:guilabel:`Menu Editor`.
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Click :guilabel:`Create`, and the newly created webpage will open. The :guilabel:`Webpage Editor`
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appears in the right panel.
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The page lists the names of the :guilabel:`Live Chat Channels` whose ratings pages have been
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published. On the left side of the channel name is a speech bubble icon, which users can click on to
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go to the ratings' page for the respective channel.
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.. image:: ratings/live-chat-published-icon.png
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:align: center
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:alt: View of the webpage for Live Chat ratings emphasizing the channel icon.
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Make any desired changes or additions to this page, then click :guilabel:`Save` in the top right of
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the webpage editor. The website editor side panel closes, and the webpage remains on the screen.
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To publish the `livechat` webpage, return to the list of webpages by navigating to
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:menuselection:`Site --> Content --> Pages`. Click the checkbox to the left of `livechat` in the
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list of pages to select the page and highlight the line. Then, click the checkbox under the column
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labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in white. Click the
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checkbox a second time to activate the :guilabel:`Is Published` box. The webpage is now published.
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.. image:: ratings/live-chat-is-published.png
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:align: center
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:alt: View of the list of pages for a website with the 'is published' box emphasized.
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Once the page has been added to the site, ratings are set to be published by default. However,
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individual ratings can be manually selected to be hidden from the public. The rating will still be
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included in internal reports, and can still be viewed by internal teams. However, public website
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visitors and portal users will not have access.
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See :ref:`Hide individual ratings <livechat/overview/hide-ratings>` for more information.
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Customer ratings report
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=======================
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The :guilabel:`Customer Ratings` report (:menuselection:`Live Chat --> Report --> 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:: ratings/live-chat-ratings-report.png
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:align: center
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:alt: View of the customer ratings report in Odoo Live Chat.
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The report defaults to a kanban view, with each rating represented by a different card. To switch to
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a different view, click on one of the icons in the upper-right corner of the screen. The report is
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available in *list* view, *pivot* view, and *graph* view.
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Click on an individual rating to see additional details about the conversation, and the rating.
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.. _livechat/overview/hide-ratings:
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Hide individual ratings
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-----------------------
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Ratings are set to be published by default. However, individual ratings can be manually selected to
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be hidden from the public. The rating will still be included in internal reports, and can still be
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viewed by internal teams. However, public website visitors and portal users will not have access.
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To hide a rating, go to :menuselection:`Live Chat app --> Reports --> Customer Ratings`. Click on
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the kanban card for the rating to be hidden. On the individual rating's detail page, check the box
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labeled :guilabel:`Visible Internally Only`.
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.. image:: ratings/live-chat-ratings-visible-internally.png
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:align: center
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:alt: View of an individual rating's detail page with the visible internally setting checked.
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.. seealso::
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- :doc:`/applications/websites/livechat`
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- :doc:`responses`
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- :doc:`/applications/websites/website`
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