Báo cáo¶
Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas for improvement, and confirm if customer expectations are being met.
Available reports¶
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.
Phân tích phiếu hỗ trợ¶
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.
Alternative measures can be selected to track where the most time is spent at different points in the workflow. To change the measures used for the report that is currently displayed, or to add more, click the Measures button, and select one or more options from the drop-down menu:
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 (Timesheets): 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 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.
Rating (1-5): 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.
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 until SLA Deadline: number of working hours remaining to reach the last SLA deadline on a ticket.
Count: number of tickets in total.
Ghi chú
Working hours are calculated based on the default working calendar. To view or change the working calendar, go to the application and select .
Phân tích trạng thái SLA¶
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.
To change the measures used for the report that is currently displayed, or to add more, click the Measures button, and select one or more options from the drop-down menu:
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 (Timesheets): 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 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.
Number of SLA Failed: number of tickets that have failed at least one SLA.
Rating (1-5): 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.
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Đánh giá của khách hàng¶
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.
Click on an individual rating to see additional details about the rating submitted by the customer, including a link to the original ticket.
Mẹo
On the rating's details page, tick the Visible Internally Only checkbox to hide the rating from public and portal users.
The Customer Ratings report is displayed in a Kanban view by default, but can also be displayed in graph, list, or pivot view.
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Trường hợp vận dụng¶
Assessing performance based on customer priority¶
The Tickets Analysis report can be used to evaluate the time it takes to address high-priority tickets compared to standard ones. This helps ensure that high-priority tickets are resolved promptly, and identifies any discrepancies in response times based on priority.
First, navigate to . Click Measures, then select Working Hours to Close. Click into the search bar, then under Group By, select Priority. Finally, under Filters, select Closed.
Mẹo
The pivot view is also useful for this version of the report.
Monitoring SLA compliance over time¶
Báo cáo Phân tích trạng thái SLA có thể được sử dụng để theo dõi xu hướng tuân thủ SLA nhằm xác định các giai đoạn có nhiều vi phạm SLA hơn. Vi phạm SLA xảy ra khi đội hỗ trợ không đáp ứng thời gian phản hồi hoặc giải quyết như đã cam kết trong SLAs, khiến khách hàng không hài lòng, có thể bị phạt tài chính và giảm tinh thần làm việc của bộ phận. Việc xác định các vi phạm này rất quan trọng để theo dõi hiệu suất thời gian thực, phát hiện các mẫu hình và giải quyết nguyên nhân gốc rễ - như vấn đề nhân sự hoặc quy trình không hiệu quả.
First, navigate to . Click the (Graph) icon, then the (Line Chart) icon.
Ghi chú
While the SLA Status Analysis report defaults to the pivot view, the line chart view provides a better visual representation for this specific use case.
Nhấp Chỉ số, sau đó chọn Số SLA không đạt. Thao tác này đảm bảo dữ liệu trên báo cáo chỉ hiển thị thông tin cho các phiếu hỗ trợ không đạt ít nhất một SLA. Nhấp vào thanh tìm kiếm, trong mục Nhóm theo, chọn Hạn chót SLA và chọn khung thời gian: Tháng, Tuần hoặc Ngày. Tùy chọn này cho biết thời điểm có nhiều phiếu hỗ trợ không đạt SLA nhất, giúp bộ phận xác định các xu hướng và chuẩn bị ứng phó với những vấn đề tiềm ẩn.
Mẹo
The time frame selected for this report may vary depending on a few factors, including the amount of tickets received on a regular basis, the number of SLAs enabled in the database, and the workload of the team. It is worth experimenting to see what option delivers the most insights.
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