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Create a Language IO Translation Word Count Report in OSC

This article walks you through the steps of generating a Language IO translation usage report inside of the Oracle Service Cloud (OSC) agent desktop. If you bought a package of words from Language IO, this report shows you how many words in that package you have used so far.

You can group the translations by Incident, see the OSC Threads in that Incident that were translated and also see the actual source and target content of each translation.

Important: OSC is the system of record for all content that is passed to Language IO for translation. For security reasons, once Language IO has translated OSC Chat or Incident content and passed it back into OSC, Language IO can not and does not keep a record of either the source content or the translated content.
Note: Full Chat reporting is only available in Language IO Chat v2.0+ and later. In previous versions, LNThreads only persist if your add-in is configured not to combine incidents after chat. If you are on an older version of Chat, please contact your Language IO Customer Success Manager to update your add-in.

Language IO uses an OSC custom object called LNThread to store content that is passed to Language IO for translation and the translated version of that content. This object also stores important meta data including the word count of each translation request.

You can import the report definition attached at the end of this article, or create a report from scratch following the steps below:

  • Go to Analytics > New Report > Grid Report
  • Expand All Tables and select the LNThread table.

The fields available in LNThread are defined as follows:

Field NameDefinition
IDAn OSC-assigned unique ID for the LNThread object
Incident IDThe OSC unique ID for the parent Incident where this LNThread was created
Date CreatedThe date and time that this LNThread object was created
content typeA support channel identifier: 1=ticket, 2=article, 3=chat, 4=custom object, 5=social, 6=bot
thread TypeSpecific to chat (3) and ticket (1) content type records identifying: 1=agent untranslated response, 2=agent translated response, 3=agent retranslated response, 4=customer thread translation, 5=customer thread retranslation, 6=customer thread partial translation
word countThe number of words that was translated (if any) for this LNThread record. LNThreads with the thread Type field set to 1 or "agent untranslated response" won't have any words translated. In this case the LNThread object is simply used to store the agent's pre-translated response so there is a record of it.
translation IDThis is a Language IO id that uniquely identifies each translation request in our system.
Text The text of the LNThread. See the thread Type field to understand whose text this is.
statusMessageThe status of the translation. To ensure you are not counting unsuccessful translations add a "SUCCESS" filter on this field.
sourceLNProjectIDThis is a Language IO ID for a project record, which associates a translation and a retranslation for the same content. **Not always populated.
sourceLNThreadIDIf this is a translation thread, this contains the ID of the LNThread that holds the source - or untranslated - content. **Not always populated.
source ThreadID If this LNThread holds the translation of a System Thread (i.e. a customer email), then the source content will live in that System Thread, not in an LNThread. This field holds the Thread ID for the System Thread in question. **Not always populated.
  • Language IO recommends that you include the following fields in your report. To do so, drag them from the LNThread table onto the Data Area:
    • Incident ID
    • translation ID
    • Date Created
    • wordCount
    • threadType
    • contentType
    • statusMessage
    • Text 

report_design_view_copy.jpg

  • Add filters to better sort your results. Drag fields that you want to be able to sort on at runtime to the Docked Filters area. For a word usage report, add Date Created to Docked Filters and select "Make this filter selectable at runtime". Set the Operator to "between" so you can select a date range. 

date_filter.jpg

Lastly, to get rid of 0 word count values, you can create an invisible, permanent filter for the agent-untranslated-response thread type (These will always have a zero word count as this is content that has not yet been translated). To create this filter, drag the threadType field to the Docked Filters area in Design View, and create a filter that removes all LNThread records from your report where the threadType value is set to "1", as shown in the example below.

thread_type_filter.jpg

  • Click OK on the new filter and save your report to a folder in Reports Explorer.
  • When you run your report, make sure to properly set your date range. If the package of words you are using was purchased from Language IO on January 6, 2020, set this date as the start date and set tomorrow's date as the end date to make sure you get all translations to date.

results.jpg

  • Select the Export button from the navigation ribbon above your report and export the contents into an Excel spreadsheet. You can then sum up your wordCount field and perform other analytics on your translation data, as needed.

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