Rapporter¶
Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas for improvement, and confirm if customer expectations are being met.
Tillgängliga rapporter¶
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.
Ärendeanalys¶
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.
Alternativa mått kan väljas för att spåra var den mesta tiden spenderas vid olika tidpunkter i arbetsflödet. Om du vill ändra de mått som används för den rapport som visas för närvarande, eller lägga till fler, klickar du på knappen Mått och väljer ett eller flera alternativ i rullgardinsmenyn:
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.
Observera
Arbetstimmar beräknas baserat på standardarbetskalendern. För att se eller ändra arbetskalendern, gå till och välj .
Analys av SLA-status¶
The SLA Status Analysis report () analyzes the performance of individual SLA (Service Level Agreement) policies.
By default, this report is filtered to show the number of SLAs failed, in progress, and the number that have been successful. The results are grouped by teams.
Om du vill ändra de mått som används för den rapport som visas för närvarande, eller lägga till fler, klickar du på knappen Mått och väljer ett eller flera alternativ i rullgardinsmenyn:
Number of SLA Failed: number of tickets that have failed at least one SLA.
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.
Working Hours to Reach SLA: number of working hours between the date the ticket was created and the date the SLA was satisfied.
Count: number of tickets in total.
Kundbetyg¶
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.
Klicka på ett enskilt betyg för att se ytterligare information om det betyg som kunden har lämnat, inklusive en länk till den ursprungliga biljetten.
Tips
On the rating’s details page, tick the Visible Internally Only checkbox 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.
Se även
Visa och filtrera alternativ¶
I alla Odoo-rapporter varierar vy- och filteralternativen beroende på vilka data som analyseras, mäts och grupperas. Se nedan för ytterligare information om de tillgängliga vyerna för Helpdesk-rapporterna.
Observera
Endast ett mått kan väljas åt gången för grafer, men pivottabeller kan innehålla flera mått.
Pivot-vy¶
I pivotvyn presenteras data på ett interaktivt sätt. Alla tre Helpdesk-rapporterna är tillgängliga i pivotvyn.
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.
Grafvy¶
I vyn graf presenteras data i antingen ett stapel-, linje- eller pie-diagram.
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.
Tips
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. While viewing either a bar chart or line chart, click the (stacked) icon to toggle the stacked view option on or off.
Spara och dela en favoritsökning¶
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:
Ställ in nödvändiga parametrar med hjälp av alternativen Filter, Gruppera efter och Mått.
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.
Klicka på Spara för att spara konfigurationen för framtida bruk.
