Analyse¶
Reports in Odoo Helpdesk provide the opportunity to manage employee workloads, identify areas for improvement, and confirm if customer expectations are being met.
Rapports disponibles¶
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.
Analyse des tickets¶
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.
Il est possible de sélectionner des mesures alternatives pour suivre où le plus de temps est passé à des moments différents du flux de travail. Pour modifier les mesures utilisées dans le rapport qui s’affiche actuellement ou pour en ajouter d’autres, cliquez sur le bouton Mesures et sélectionnez une des options dans le menu déroulant :
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: 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 Assign: number of working hours between the date the ticket was created and when it was assigned to a team member.
Hours to Close: number of working hours between the date the ticket was created and the date it was closed.
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.
Hours until SLA Deadline: number of working hours remaining to reach the last SLA deadline on a ticket.
Rating (/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.
Count: number of tickets in total.
Note
Les Heures de travail sont calculées sur la base de l’horaire par défaut. Pour afficher ou modifier l’horaire, allez à l’application et sélectionnez .
Analyse du statut 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.
Pour modifier les mesures utilisées pour le rapport actuellement affiché ou pour en ajouter d’autres, cliquez sur le bouton Mesures et sélectionnez une ou plusieurs options dans le menu déroulant :
Number of SLA Failed: number of tickets that have failed at least one SLA.
Rating (/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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Évaluations des clients¶
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.
Cliquez sur une évaluation individuelle pour voir plus de détails sur l’évaluation soumise par le client, y compris un lien vers le ticket original.
Astuce
On the rating’s details page, tick the Visible Internally Only checkbox to hide the rating from the customer portal.
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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Options d’affichage et de filtrage¶
Sur n’importe quel rapport d’Odoo, les options d’affichage et de filtrage varient, en fonction des données qui sont analysées, mesurées et regroupées. Vous trouverez ci-dessous des informations supplémentaires sur les vues disponibles pour les rapports d”Assistance.
Note
Les graphiques ne peuvent afficher qu’une seule mesure à la fois, tandis que les tableaux croisés dynamiques peuvent contenir plusieurs mesures.
Vue tableau croisé dynamique¶
La vue tableau croisé dynamique présente les données de manière interactive. Les trois rapports Assistance sont disponibles dans la vue tableau croisé dynamique.
The pivot view can be accessed on any report by selecting the (pivot) icon at the top-right of the screen.
To add a group to a row or column to the pivot view, click the (plus) icon next to Total, and then select one of the groups. To remove one, click the (minus) icon, and de-select the appropriate option.
Vue graphique¶
La vue graphique présente les données dans un graphique à barres, linéaire ou circulaire.
Switch to the graph view by selecting the (area chart) icon at the top-right of the screen. To switch between the different charts, select the related icon at the top-left of the chart, while in graph view.
Astuce
Both the bar chart and line chart can utilize the stacked view option. This presents two or more groups of data on top of each other, instead of next to each other, making it easier to compare data. While viewing either a bar chart or line chart, click the (stacked) icon to toggle the stacked view option on or off.
Enregistrer et partager une recherche favorite¶
The Favorites feature found on Helpdesk reports allows users to save their most commonly used filters, without having to reconstruct them every time they are needed.
To create and save a new Favorites configuration on a report, follow the steps below:
Définissez les paramètres nécessaires en utilisant les options Filtres, Regrouper par et Mesures.
Click the (down) icon next to the Search… bar to open the drop-down menu.
Under the Favorites heading, click Save current search.
If desired, enter a new name for the report.
Tick the Default Filter checkbox to have these filter settings automatically displayed when the report is opened. Otherwise, leave it blank.
Tick the Shared checkbox to make this filter configuration available to all other database users. If this checkbox is not ticked, only the user who creates the filter can access it.
Cliquez sur Enregistrer pour conserver la configuration pour plus tard.
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