Reports¶
Odoo Live Chat includes several reports that allow for the monitoring of operator performance and the identification of trends in customer conversations.
The following reports are included in the Live Chat app:
Note
The Live Chat Ratings Report can also be accessed through the Report menu. For more information on this report, and on the Live Chat rating process, see Live Chat Ratings.
To access a drop-down menu of all the available reports, navigate to .
Sessions History¶
The Sessions History report displays an overview of live chat sessions, including session dates, participant name and country, session duration, the number of messages, and the rating. It also provides access to the complete transcripts of live chat sessions.
To access this report, navigate to . Each live chat session is represented by a Kanban card.
- menu
- Live Chat ‣ Reports ‣ Sessions History
- shows
- The Sessions History list with the Attendees, Channel, Start Date, Duration, Messages, Rating and Status columns.
- data
- About ten finished live chat sessions.
- module
- im_livechat
- notes
- English UI, light theme, 1440px width.
To view the transcript from a specific session, click the Kanban card. This opens the Discuss thread for the conversation.
In the Discuss thread, the conversation view displays the entire transcript of the conversation. If the visitor left a rating, it is included at the end of the transcript.
- menu
- Live Chat ‣ Reports ‣ Sessions History ‣ (session)
- shows
- The full transcript of one live chat session opened in Discuss.
- data
- One session with about a dozen messages.
- module
- im_livechat
- notes
- English UI, light theme, 1440px width.
Export sessions history¶
The information in this report can be exported to a file.
On the Sessions History report, click the (List) icon to switch to list view. Next, click the (gear) icon to the right of the History page title, and click Export All to export every session.
To only export select sessions, first select the desired sessions to be exported from the list, by clicking the checkbox to the left of each individual session. With the sessions selected, click the Actions icon at the top of the page, and click Export.
Session Statistics¶
The Session Statistics report provides a statistical overview of live chat sessions. The default view for this report displays sessions grouped by the date of creation.
To access this report, navigate to .
- menu
- Live Chat ‣ Reports ‣ Session Statistics
- shows
- The Session Statistics report as a stacked bar chart grouped by Creation Date (hour) and by rating.
- highlight
- The Measures menu and the group-by breadcrumbs (red frame).
- data
- Sessions of one week.
- module
- im_livechat
- notes
- English UI, light theme, 1440px width.
To view a different measure, click the Measures drop-down menu at the top-left of the report. The measures available for this report include:
# of speakers: number of participants in the conversation.
Days of activity: number of days since the operator’s first session.
Duration of Session (min): the duration of a conversation, in minutes.
Is visitor anonymous: denotes whether the conversation participant is anonymous.
Messages per session: the total number of messages sent in a conversation. This measure is included in the default view.
Rating: the rating received by an operator at the end of a session, if one was provided.
Session not rated: denotes if a session did not receive a rating at the end of the conversation.
Time to answer (sec): the average time, in seconds, before an operator responds to a chat request.
Visitor is Happy: denotes whether a positive rating was provided. If the visitor gave either a negative or neutral rating, they are considered unhappy.
Count: the total number of sessions.
Operator Analysis¶
The Operator Analysis report is used to monitor the performance of individual live chat operators.
To access the report, navigate to .
The default view for this report is a bar chart, which only displays conversations from the current month, as indicated by the This Month default search filter. Conversations are grouped by operator.
To view a different measure, click the Measures drop-down menu at the top-left of the report. The measures available for this report include:
# of Sessions: the number of sessions an operator participated in. This measure is included by default.
Average duration: the average duration of a conversation, in seconds.
Average rating: the average rating received by the operator.
Time to answer: the average amount of time before the operator responds to a chat request, in seconds.
Count: the total number of sessions.
- menu
- Live Chat ‣ Reports ‣ Operator Analysis
- shows
- The Operator Analysis report as a pivot table with the operators in rows and the measures (sessions, average rating, average duration) in columns.
- data
- Two operators over one month.
- module
- im_livechat
- notes
- English UI, light theme, 1440px width.