Raportare

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.

Rapoarte disponibile

Details about the reports available in Odoo Helpdesk can be found below. To view the different reports, go to Helpdesk ‣ Reporting.

Analiză tichet

The Ticket Analysis report (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.

This report is useful in 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.

Pot fi selectate măsuri alternative pentru a urmări unde se petrece cel mai mult timp în diferite puncte ale fluxului de lucru. Pentru a modifica măsurile utilizate pentru raportul care este afișat în prezent sau pentru a adăuga mai multe, faceți clic pe butonul Măsuri și selectați una sau mai multe opțiuni din meniul derulant:

• 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

• 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

• 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

• 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

• Hours to Close: number of working hours between the date on which the ticket was created and the date it was closed

• 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

• Hours to SLA Deadline: number of working hours remaining to reach the last SLA deadline on a ticket

• Rating /5: number valued assigned to the rating received from a customer (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5)

• Count: number of tickets in total

Notă

Orele de lucru sunt calculate pe baza calendarului de lucru implicit. Pentru a vizualiza sau modifica calendarul de lucru, accesați aplicația Settings și selectați Angajații ‣ Orele de lucru ale companiei.

Stare Analiză SLA

The SLA Status Analysis report (Helpdesk ‣ Reporting ‣ SLA Status Analysis) tracks how quickly an SLA (Service Level Agreement) is fulfilled, as well as the success rate of individual policies.

By default, this report is filtered to show the number of SLAs failed, as well as the failure rate over the last 30 days, grouped by team.

Pentru a modifica măsurile utilizate pentru raportul care este afișat în prezent sau pentru a adăuga mai multe, faceți clic pe butonul Măsuri și selectați una sau mai multe opțiuni din meniul derulant:

• % of Failed SLA: percentage of tickets that have failed at least one SLA

• % of SLA in Progress: percentage of tickets that have at least one SLA still in progress, and have not failed any SLAs

• % of Successful SLA: percentage of tickets where all SLAs have been successful

• Number of SLA Failed: number of tickets that have failed at least one SLA

• Number of SLA Successful: number of tickets where all SLAs have been successful

• Number of SLA in Progress: number of tickets that have at least one SLA still in progress, and have not failed any SLAs

• 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

• Working Hours to Close: number of working hours between the date on which the ticket was created and the date it was closed

• Working Hours to Reach SLA: number of working hours between the date on which the ticket was created and the date the SLA was satisfied

• Count: number of tickets in total

Example

To see the number of tickets that were able to achieve the stated SLA objectives, and track the amount of time it took to achieve those objectives, click Measures ‣ Number of SLA Successful and Measures ‣ Working Hours to Reach SLA.

To sort these results by the team members assigned to the tickets, select Total ‣ Assigned to.

Vedeți și

Service Level Agreements (SLA)

Evaluări client

The Customer Ratings report (Helpdesk ‣ Reporting – Customer Ratings) displays an overview of the ratings received on individual support tickets, as well as any additional comments submitted with the rating.

Faceți clic pe o evaluare individuală pentru a vedea detalii suplimentare despre evaluarea trimisă de client, inclusiv un link către biletul original.

Sfat

On the rating’s details page, select the Visible Internally Only option 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 in graph, list, or pivot view.

Vedeți și

Ratings

Opțiuni de vizualizare și filtrare

În orice raport Odoo, opțiunile de vizualizare și filtrare variază, în funcție de datele care sunt analizate, măsurate și grupate. Consultați mai jos informații suplimentare despre vizualizările disponibile pentru rapoartele Helpdesk.

Notă

Numai o singură măsură poate fi selectată la un moment dat pentru grafice, dar tabelele pivot pot include mai multe măsuri.

Vedere pivot

Vizualizarea pivot prezintă datele într-o manieră interactivă. Toate cele trei rapoarte Helpdesk sunt disponibile în vizualizarea pivot.

The pivot view can be accessed on any report by selecting the grid icon at the top right of the screen.

Pentru a adăuga un grup la un rând sau o coloană la vizualizarea pivot, faceți clic pe ➕ (semnul plus) de lângă Total, apoi selectați unul dintre grupuri. Pentru a elimina unul, faceți clic pe ➖ (semnul minus) și deselectați opțiunea corespunzătoare.

Vedere grafică

Vizualizarea grafic prezintă datele fie într-o diagramă cu bare, linie, fie într-o diagramă *pietrată.

Switch to the graph view by selecting the 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.

Bar chartLine chartPie chart

Sfat

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.

Salvați și partajați o căutare preferată

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.

To create and save new Favorites on a report, follow the steps below:

1. Setați parametrii necesari folosind opțiunile Filters, Group By și Measures.

2. Click Favorites ‣ Save current search.

3. Redenumiți căutarea.

4. Select Use by default to have these filter settings automatically displayed when the report is opened. Otherwise, leave it blank.

5. Select 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.

6. Faceți clic pe Salvați pentru a păstra configurația pentru utilizare ulterioară.

Vedeți și

• Start receiving tickets

• Odoo reporting