Valutazioni¶
At the end of a Live Chat conversation, customers have the opportunity to rate the quality of support they received from the live chat operator. Customers provide ratings as soon as they close the conversation. This allows operators to receive immediate feedback on their performance. It also allows customers the chance to share any final comments before leaving the chat window.
Valutare le conversazioni di livechat¶
Customers end a live chat conversation by clicking the X in the upper right-hand corner of the chat window. They are then prompted to select an icon that reflects their level of satisfaction. The icons represent the following ratings:
Satisfied - green smiling face
Okay - yellow neutral face
Dissatisfied - red frowning face
Nota
Quando i clienti terminano una conversazione, sotto le icone delle valutazioni appare un campo contrassegnato Ricevi una copia di questa conversazione. I clienti possono inserire la loro email prima o dopo aver inviato una valutazione.
If the customer selects Satisfied (smile) icon, they are presented with a thank you message and a Close Conversation link.
If the customer selects either Okay (neutral) icon or Dissatisfied (frown) icon, a text box will appear. Customers can add comments in this text box to explain why they chose this rating. This message will be sent to the live chat operator, along with the rating icon.
Pubblicare le valutazioni dei clienti¶
To publish a channel’s ratings on the website, first navigate to a live chat channel’s record by going to the app and clicking on the kanban card for that team. Then click on the Go to Website smart button. This will open the Live Chat Channel Statistics page.
In the upper right corner of the page, click the red Unpublished slider. The slider changes from Unpublished to Published.
Nota
The customer notes that are submitted with the rating will not be published on the website. These are kept internal. Only a statistical overview of the operators” performance for the channel appears on the website.
Aggiungere la pagina delle valutazioni al sito¶
Once the rating page has been published, it has to be manually added to the website. To do this, go to the main Odoo dashboard and open the Website application. , then click New.
This will open a New Page pop-up window. In the Page Title field, enter
livechat. This acts as the URL for the published webpage.
Importante
L’URL deve essere chiamato livechat affinché il database riconosca e colleghi la pagina delle valutazioni. Dopo che la pagina è stata pubblicata, il titolo della pagina può essere modificato in seguito nell”Editor del menu.
Click Create, and the newly created webpage will open. The Webpage Editor appears in the right panel.
The page lists the names of the Live Chat Channels whose ratings pages have been published. On the left side of the channel name is a speech bubble icon, which users can click on to go to the ratings” page for the respective channel.
Apportare eventuali modifiche o aggiunte desiderate a questa pagina, quindi cliccare su Salva in alto a destra dell’editor della pagina web. Il pannello laterale dell’editor del sito web si chiude e la pagina web rimane sullo schermo.
Per pubblicare la pagina web livechat, tornare all’elenco delle pagine web navigando su . Cliccare sulla casella di controllo a sinistra di livechat nell’elenco delle pagine per selezionare la pagina e evidenziare la riga. Quindi, cliccare sulla casella di controllo sotto la colonna etichettata È pubblicato. Il campo con la casella di controllo è evidenziato in bianco. Cliccare sulla casella di controllo una seconda volta per attivare la casella È pubblicato. La pagina web è ora pubblicata.
Once the page has been added to the site, ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating will still be included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users will not have access.
Vedere Nascondere le singole valutazioni per maggiori informazioni.
Report valutazioni clienti¶
The Customer Ratings report () displays an overview of the ratings received on individual support tickets, as well as any additional comments submitted with the rating.
The report defaults to a kanban view, with each rating represented by a different card. To switch to a different view, click on one of the icons in the upper-right corner of the screen. The report is available in list view, pivot view, and graph view.
Fare clic su una singola valutazione per visualizzare ulteriori dettagli sulla conversazione e sulla valutazione.
Nascondere le singole valutazioni¶
Ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating will still be included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users will not have access.
To hide a rating, go to . Click on the kanban card for the rating to be hidden. On the individual rating’s detail page, check the box labeled Visible Internally Only.
Vedi anche