レポーティング¶
Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas for improvement, and confirm if customer expectations are being met.
Available reports¶
Details about the reports available in Odoo Helpdesk can be found below. To view the different reports, go to , and select one of the following: Tickets Analysis, SLA Status Analysis, or Customer Ratings.
チケット分析¶
The Tickets Analysis report () provides an overview of every customer support ticket in the database.
This report is useful for 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.
Alternative measures can be selected to track where the most time is spent at different points in the workflow. To change the measures used for the report that is currently displayed, or to add more, click the Measures button, and select one or more options from the drop-down menu:
Average Hours to Respond: average number of working hours between a message sent from the customer and the response from the support team. This 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 the ticket was created and when it was assigned to a team member.
Hours to Close: number of working hours between the date the ticket was created and the date it was closed.
Hours to First Response: number of working hours between the date the ticket was received and the date on which the first message was sent. This does not include email sent automatically when a ticket reaches a stage.
Hours until SLA Deadline: number of working hours remaining to reach the last SLA deadline on a ticket.
Rating (/5): number out of five to represent customer feedback (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5).
Remaining Hours on SO: hours remaining on a linked sales order.
Count: number of tickets in total.
注釈
Working hours are calculated based on the default working calendar. To view or change the working calendar, go to the application and select .
SLAステータス分析¶
The SLA Status Analysis report () analyzes the performance of individual SLA (Service Level Agreement) policies.
デフォルトでは、このレポートは|SLAs|の失敗数、進行中の数、成功した数を表示するようにフィルタリングされています。結果はチームごとにグループ化されます。
現在表示されているレポートで使用される指標を変更するか、さらに追加するには、:guilabel:`指標`ボタンをクリックし、ドロップダウンメニューから1つ以上のオプションを選択します:
SLA失敗数: 少なくとも1つの|SLA|に失敗したチケットの数。
Rating (/5): number value representing customer feedback (Dissatisfied = 1, Okay/Neutral = 3, Satisfied = 5).
Remaining Hours on SO: hours remaining on a linked sales order.
Working Hours to Assign: number of working hours between the date the ticket was created and when it was assigned to a team member.
Working Hours to Close: number of working hours between the date the ticket was created and the date it was closed.
SLA到達までの勤務時間: チケットが作成された日付と|SLA|が満たされた日付との間の勤務時間数。
Count: number of tickets in total.
顧客評価¶
*顧客評価*レポート()は、個別のサポートチケットで受け取った評価の概要と、評価と共に送信された追加コメントを表示します。
個別の評価をクリックすると、元のチケットへのリンクを含む、顧客から送信された評価に関する追加の詳細が表示されます。
ちなみに
On the rating's details page, tick the Visible Internally Only checkbox to hide the rating from the customer portal.
*顧客評価*レポートは、デフォルトではかんばんビューで表示されますが、グラフ、リスト、またはピボットビューでも表示できます。
参照
View and filter options¶
On any Odoo report, the view and filter options vary, depending on what data is being analyzed, measured, and grouped. See below for additional information on the available views for the Helpdesk reports.
注釈
Only one measure may be selected at a time for graphs, but pivot tables can include multiple measures.
ピボットビュー¶
The pivot view presents data in an interactive manner. All three Helpdesk reports are available in pivot view.
The pivot view can be accessed on any report by selecting the (pivot) icon at the top-right of the screen.
To add a group to a row or column to the pivot view, click the (plus) icon next to Total, and then select one of the groups. To remove one, click the (minus) icon, and de-select the appropriate option.
グラフビュー¶
The graph view presents data in either a bar, line, or pie chart.
Switch to the graph view by selecting the (area 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.
Save and share a favorite search¶
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 a new Favorites configuration on a report, follow the steps below:
Set the necessary parameters using the Filters, Group By and Measures options.
Click the (down) icon next to the Search... bar to open the drop-down menu.
Under the Favorites heading, click Save current search.
If desired, enter a new name for the report.
Tick the Default Filter checkbox to have these filter settings automatically displayed when the report is opened. Otherwise, leave it blank.
Tick the Shared checkbox to make this filter configuration available to all other database users. If this checkbox is not ticked, only the user who creates the filter can access it.
Click Save to preserve the configuration for future use.
