Ratings¶
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.
Evaluează conversațiile prin chat live¶
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
Notă
Când clienții încheie o conversație, un câmp marcat cu Primește o copie a acestei conversații apare sub pictogramele evaluări. Clienții își pot introduce adresa de e-mail fie înainte, fie după ce trimit o evaluare.
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.
Publicați evaluările clienților¶
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In the upper right corner of the page, click the red Unpublished slider. The slider changes from Unpublished to Published.
Notă
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.
Adăugați pagina de evaluări pe 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
Adresa URL trebuie să fie numită livechat pentru ca baza de date să recunoască și să conecteze pagina de evaluări. După ce pagina a fost publicată, titlul paginii poate fi schimbat ulterior în Menu Editor.
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.
Sfat
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.
Faceți modificările sau completările dorite în această pagină, apoi faceți clic pe Salvați în partea dreaptă sus a editorului de pagini web. Panoul lateral al editorului de site-uri web se închide, iar pagina web rămâne pe ecran.
Pentru a publica pagina web livechat, reveniți la lista de pagini web navigând la . Faceți clic pe caseta de selectare din stânga „livechat” din lista de pagini pentru a selecta pagina și a evidenția linia. Apoi, faceți clic pe caseta de selectare de sub coloana cu eticheta Este publicat. Câmpul cu caseta de selectare este evidențiat în alb. Faceți clic pe caseta de selectare a doua oară pentru a activa caseta Este publicat. Pagina web este acum publicată.
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.
Consultați Ascunde evaluările individuale pentru mai multe informații.
Raport de evaluare a clienților¶
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.
Faceți clic pe o evaluare individuală pentru a vedea detalii suplimentare despre conversație și evaluare.
Ascunde evaluările individuale¶
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.
