Betyg

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.

Betygsätt konversationer via livechatt

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

Observera

När kunder avslutar en konversation visas ett fält med beteckningen Receive a copy of this conversation under ikonerna ratings. Kunder kan ange sin e-postadress antingen före eller efter att de har lämnat ett betyg.

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.

Publicera kundbetyg

To publish a channel’s ratings on the website, first navigate to a live chat channel’s record by going to the Live Chat 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In the upper right corner of the page, click the red Unpublished slider. The slider changes from Unpublished to Published.

Observera

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.

Lägg till betygssida på webbplatsen

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. Website app ‣ Site ‣ Pages, 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.

Viktigt

URL:en måste heta livechat för att databasen ska känna igen och ansluta betygssidan. Efter att sidan har publicerats kan sidans titel ändras senare under Menyredigerare.

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.

Tips

The icon displayed on this page is configured on the live chat channel’s configuration page. To update this image, navigate to the Live Chat 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.

Gör önskade ändringar eller tillägg på den här sidan och klicka sedan på Spara längst upp till höger i webbsidans redigerare. Sidopanelen i redigeraren stängs och webbsidan ligger kvar på skärmen.

För att publicera webbsidan livechat, gå tillbaka till listan över webbsidor genom att navigera till Site ‣ Content ‣ Pages. Klicka på kryssrutan till vänster om livechat i listan över sidor för att välja sidan och markera raden. Klicka sedan på kryssrutan under kolumnen Is Published. Fältet med kryssrutan är vitmarkerat. Klicka på kryssrutan en andra gång för att aktivera rutan Is Published. Webbsidan är nu publicerad.

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.

Se Dölj individuella betyg för mer information.

Rapport om kundbetyg

The Customer Ratings report (Live Chat ‣ Report ‣ Customer Ratings) 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.

Klicka på ett enskilt betyg för att se ytterligare information om konversationen och betyget.

Dölj enskilda betyg

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 Live Chat app ‣ Report ‣ Customer Ratings. 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.

Se även

• /applikationer/webbplatser/livechat

• Kommandon och konserverade svar (svar)

• /applikationer/webbplatser/webbplats