225 lines
9.1 KiB
Markdown
225 lines
9.1 KiB
Markdown
---
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substitutions:
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SLA: '{abbr}`SLA (Service Level Agreement)`'
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SLAs: '{abbr}`SLAs (Service Level Agreements)`'
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---
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# Reporting
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Reports in Odoo *Helpdesk* provide the opportunity to manage employee workloads, identify areas for
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improvement, and confirm if customer expectations are being met.
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## Available reports
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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 app --> Reporting`, and select one of the following:
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{guilabel}`Tickets Analysis`, {guilabel}`SLA Status Analysis`, or {guilabel}`Customer Ratings`.
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### Tickets Analysis
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The *Tickets Analysis* report ({menuselection}`Helpdesk app --> Reporting --> Tickets Analysis`)
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provides an overview of every customer support ticket in the database.
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This report is useful for 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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```
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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 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
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measure is only available if Timesheets are enabled on a team, and the current user has the access
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rights to view them.*
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- {guilabel}`Hours to Assign`: number of working hours between the date the ticket was created and
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when it was assigned to a team member.
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- {guilabel}`Hours to Close`: number of working hours between the date the ticket was created and
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the date it was closed.
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- {guilabel}`Hours to First Response`: number of working hours between the date the ticket was
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received and the date on 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 until SLA Deadline`: number of working hours remaining to reach the last {{ SLA }}
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deadline on a ticket.
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- {guilabel}`Rating (/5)`: number out of five to represent customer feedback (Dissatisfied = 1,
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Okay/Neutral = 3, Satisfied = 5).
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- {guilabel}`Remaining Hours on SO`: hours remaining on a linked sales order.
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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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:::
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### SLA Status Analysis
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The *SLA Status Analysis* report ({menuselection}`Helpdesk app --> Reporting --> SLA Status
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Analysis`) {ref}`analyzes the performance <helpdesk/analyze-sla-performance>` of individual SLA
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(Service Level Agreement) policies.
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By default, this report is filtered to show the number of {{ SLAs }} failed, in progress, and the number
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that have been successful. The results are grouped by teams.
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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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```
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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}`Number of SLA Failed`: number of tickets that have failed at least one {{ SLA }}.
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- {guilabel}`Rating (/5)`: number value representing customer feedback (Dissatisfied = 1,
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Okay/Neutral = 3, Satisfied = 5).
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- {guilabel}`Remaining Hours on SO`: hours remaining on a linked sales order.
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- {guilabel}`Working Hours to Assign`: number of working hours between the date the ticket was
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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 the ticket was
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created and the date it was closed.
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- {guilabel}`Working Hours to Reach SLA`: number of working hours between the date the ticket was
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created and the date the {{ SLA }} was satisfied.
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- {guilabel}`Count`: number of tickets in total.
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:::{seealso}
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{doc}`Service Level Agreements (SLA) <sla>`
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:::
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### Customer Ratings
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The *Customer Ratings* report ({menuselection}`Helpdesk app--> 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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```
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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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```
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:::{tip}
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On the rating's details page, tick the {guilabel}`Visible Internally Only` checkbox to hide the
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rating from the customer portal.
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:::
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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 <ratings>`
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:::
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## View and filter options
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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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:::
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### Pivot view
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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 {icon}`oi-view-pivot`
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{guilabel}`(pivot)` icon at the top-right 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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```
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To add a group to a row or column to the pivot view, click the {icon}`fa-plus-square`
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{guilabel}`(plus)` icon next to {guilabel}`Total`, and then select one of the groups. To remove one,
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click the {icon}`fa-minus-square-o` {guilabel}`(minus)` icon, and de-select the appropriate option.
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### Graph view
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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 {icon}`fa-area-chart` {guilabel}`(area chart)` icon at the
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top-right of the screen. To switch between the different charts, select the *related icon* at the
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top-left of the chart, while in graph view.
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```{eval-rst}
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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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```
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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 to
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compare data. While viewing either a bar chart or line chart, click the {icon}`fa-database`
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{guilabel}`(stacked)` icon to toggle the stacked view option on or off.
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:::
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### Save and share a favorite search
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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 a new *Favorites* configuration on a report, follow the steps below:
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1. Set the necessary parameters using the {guilabel}`Filters`, {guilabel}`Group By` and
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{guilabel}`Measures` options.
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2. Click the {icon}`fa-caret-down` {guilabel}`(down)` icon next to the {guilabel}`Search...` bar to
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open the drop-down menu.
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3. Under the {guilabel}`Favorites` heading, click {guilabel}`Save current search`.
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4. If desired, enter a new name for the report.
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5. Tick the {guilabel}`Default Filter` checkbox to have these filter settings automatically
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displayed when the report is opened. Otherwise, leave it blank.
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6. Tick the {guilabel}`Shared` checkbox to make this filter configuration available to all other
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database users. If this checkbox is not ticked, only the user who creates the filter can access
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it.
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7. 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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```
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:::{seealso}
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- {doc}`Start receiving tickets <receiving_tickets>`
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- {doc}`Odoo reporting <../../../essentials/reporting>`
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:::
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