Enhanced Chat | Creating Translation Reports

Enhanced Chat translation reports allow you to report on the data the Language IO Enhanced Chat integration stores in your Salesforce org about your translated Enhanced Chat sessions, including the agent and customer languages, session word count, original and translated messages, and more.

Creating a New Custom Report Type

Before you can create reports, you must first create report types. To do so, follow these steps:

1. Go to Setup. Search for “Report Types” in the Quick Find box.
2. Click on “New Custom Report Type” on the top right:
   
3. For the following fields enter or select the following. All are mandatory:
   1. Primary Object: Language I/O Sessions
   2. Display Label: Language I/O Messaging Report Type
   3. API Name: Language_I_O_Messaging_Report_Type
   4. Fill in the Description field.
   5. Fill in the Store to Category field with the category of your choice.
      
4. On the next page, click on “Click to relate another object”:
   
5. Select Language I/O Translation Entries and select “Each ‘A' record must have at least one related 'B’ record.
   
6. Save the report type.
7. (Optional) To make things simpler on the next step, you can edit the layout and remove “Word Count” and “Session Key” only from the Language I/O Sessions Object. These are duplicate field names.

Creating the Report

To create a report, follow these steps:

1. Go to Reports on the Service Console:
   
2. Find and select the Report Type that you created in the previous section to create a new report.
3. On the outline select the following columns from the Language I/O Translation Entries object:
   • Session Key: Matches the Messaging Session ID
   • Agent Locale
   • Message: Translated Message both incoming and outgoing
   • Original Message: Original Message both incoming and outgoing
   • Word Count: Word count per message. At the end of each messaging session, a word count is stored that is the sum of all word counts for this session.
4. On the outline select the following columns from the Language I/O Session object:
   • Locale: This is the language of the end user.
5. Your outline should look like this:
   
6. Filter by Session Key of the Language I/O Translation Entries object. The Session Key is the Messaging Session ID.
   
7. Click Run. Your report should look like the screenshot below:
   
   • Where the word count field contains '-', it means that this is an auto responder and therefore no word count is shown.
   • The bottom row contains the sum of all the word counts for that session.

Adding additional data to your reports

Sorting records chronologically

If you want to later sort your translation reports chronologically, add a TranscriptedTimestamp column, then use it to sort your records. 

Adding Retranslation data to your reports

To include retranslation data in your reports, add a Message Identifier column. A duplicated Message Identifier means that a retranslation was performed (see screenshot below). You can use Translation Start and Translation End columns to identify the original translation and the retranslation.