Évaluations¶
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 to share any final comments before leaving the chat window.
Évaluer les conversations de Live Chat¶
Customers end a live chat conversation by clicking the (close) icon 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 (smile) icon
Okay - yellow (neutral) icon
Dissatisfied - red (frown) icon
Note
Lorsque les clients mettent fin à une conversation, un champ marqué Recevoir une copie de cette conversation apparaît sous les icônes d”évaluations. Les clients peuvent saisir leur adresse email avant ou après avoir soumis une évaluation.
If the customer selects the green (smile) icon, they are presented with a thank you message and a Close Conversation link.
If the customer selects either the yellow (neutral) icon or the red (frown) icon, a text box appears. Customers can add comments in this text box to explain why they chose this rating. This message, along with the rating icon, is sent to the live chat operator.
Publier les évaluations des clients¶
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 (vertical ellipsis) icon on the Kanban card for that team. Then, click Configure Channel to open the channel details form. Then click on the Go to Website smart button. This opens 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In the upper right corner of the page, click the red Unpublished slider. The slider changes from Unpublished to Published.
Note
The customer notes submitted with the rating are not published on the website; they are kept internal. Only a statistical overview of the operators” performance for the channel appears on the website.
Ajouter la page des évaluations au site¶
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 opens a New Page pop-up window. In the Page Title field, enter
livechat. This acts as the URL for the published webpage.
Important
L’URL doit s’intituler livechat pour que la base de données reconnaisse et connecte la page des évaluations. Après que la page a été publiée, le titre de la page peut être modifiée avec l”Éditeur de menu.
Click Create, and the newly created webpage opens. The Web 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 an icon, which users can click on to go to the ratings page for the respective channel.
Astuce
The icon displayed on this page is configured on the live chat channel’s configuration page. To update this image, navigate to the app and click on the (vertical ellipsis) icon on the Kanban card for that team. Then, click Configure Channel to open the channel details form. Click the (pencil) icon in the image box to upload an image.
Apportez les modifications ou les ajouts souhaités à cette page et cliquez sur Enregistrer en haut à droite de l’éditeur. Le panneau latéral de l’éditeur se ferme et la page web reste à l’écran.
Pour publier la page livechat, retournez à la liste des pages en allant à . Cliquez sur la case à gauche de livechat dans la liste des pages pour sélectionner la page et surligner la ligne. Puis, cochez la case sous la colonne intitulée Est publié. Le champ contenant la case à cocher est surligné en blanc. Cliquez une seconde fois sur la case pour cocher la case Est publié. La page web est maintenant publiée.
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 is still included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users do not have access.
Consultez Masquer les évaluations individuelles pour plus d’informations.
Rapport d’évaluation des clients¶
The Customer Ratings report () displays an overview of the ratings received on live chat conversations, 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.
Cliquez sur une évaluation individuelle pour voir plus de détails sur la conversation et l’évaluation.
Masquer les évaluations individuelles¶
Ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating is still included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users do 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.
Pour plus d'infos