Classificações¶
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.
Avaliar conversas do chat ao vivo¶
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
Nota
Quando os clientes encerram uma conversa, aparece um campo marcado com Receber uma cópia desta conversa abaixo dos ícones de avaliações. Os clientes podem inserir o e-mail antes ou depois de enviarem uma avaliação.
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.
Publicar avaliações de clientes¶
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In the upper right corner of the page, click the red Unpublished slider. The slider changes from Unpublished to Published.
Nota
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.
Adicionar página de avaliações ao 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.
Importante
O URL deve ser nomeada livechat para que a base de dados reconheça e conecte a página de avaliações. APós publicar a página, o título dela pode ser alterado posteriormente no Editor de menus.
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.
Dica
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.
Faça as alterações ou adições desejadas nesta página, e depois clique em Salvar no canto superior direito do editor de páginas web. O painel lateral do editor de páginas web é fechado e a página web permanece na tela.
Para publicar a página web livechat, volte à lista de páginas web navegando para . Clique na caixa de seleção à esquerda de livechat na lista para selecionar a página e destacar a linha. Em seguida, clique na caixa de seleção abaixo da coluna denominada Está publicado. O campo com a caixa de seleção é destacado em branco. Clique na caixa de seleção uma segunda vez para ativar a caixa Está publicado. A página web agora está publicada.
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.
Veja Ocultar avaliações individuais para mais informações.
Relatório de avaliações de clientes¶
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.
Clique em uma avaliação individual para ver detalhes adicionais sobre a conversa e a avaliação.
Ocultar avaliações individuais¶
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.
Veja também
doc:
respostas