Creating Retranslation and Quality Flag reports (Chat)

Translation reports can be a useful tool that provides you with the raw data that you need to review your chats for a given time period and create analytics such as looking at average conversation length, word counts, frequent locales, chats metadata, etc. 

This article focuses on how to create reports to see Retranslation, Turnaround Time (TAT) and Quality Rating Flag data in your chats.

In this article

• Creating a Report for Retranslation
• Creating a Report Type for Turnaround Time (TAT) and Quality Rating Flag
• Creating a Report for Turnaround Time (TAT) and Quality Rating Flag

Creating a Report for Retranslation

To create a report, follow these steps:

1. To generate this kind of reports, you can use an existing record type, or create a new one.
2. In Reports, go to New Report > Customer Support Reports and select the report type that you need. (In this example, Language IO Lightening Chat Translation Report): 
   
3. Click Continue.
4. To fetch Retranslation data, make sure that you add the following columns from the Language IO Transcripts area:
   • Sequence: This object contains the Original Translation and the Retranslation.
   • Translation Start: When the translation was requested.
   • Translation End: When the translation was delivered.
   • TranslationId: A unique identifying number.
     
5. Under Filters, apply the correct date filters:
   
6. Click Run in the upper right.
7. Your report is generated. A Retranslation looks like the following example:
   
   • You can now identify retranslations when for a given Chat Key, the Sequence number is identical, but the TranslationId is different (in this example, 215227542 is the original translation and 215227543 is the retranslation). 

Creating a Report Type for Turnaround Time (TAT) and Quality Rating Flag

Before you can create reports for TAT and Quality Rating Flag, you must first create a dedicated report types. To do so, follow these steps:

1. From the Setup Home screen, go to Feature Settings > Analytics > Reports & Dashboards > Report Types:
   
2. Click on New Custom Report Type:
   
3. Fill in the following details:
   • Primary Object: Language IO Chat Messages
   • Report Type Label: Language IO Chat Messages
   • Description: What the type does, for example "Use to report on Translation Turn Around Time or Quality Rating Flag for Language IO Chat Messages"
   • Store in Category: Customer Support Reports
   • Deployment Status: Deployed
     
4. Click Next.
5. There is no relationship to create, so click Next.
6. Click Save in the bottom right corner.

Creating a Report for Turnaround Time (TAT) and Quality Rating Flag

To create a report, follow these steps:

1. First, select the report type that you need. In Reports, go to New Report > Customer Support Reports > Translation Turn Around Time: 
   
2. Click Continue.

3. Add the following columns:

   • TranslationId: A unique identifying number.
   • To fetch TAT data in the report:
     • Translation Start: When the translation was requested.
     • Translation End: When the translation was delivered.
     • Translation duration: The TAT (the span of time between translation request and delivery).
   • To fetch Quality Rating Flag data in the report:
     • Visitor Flagged: When the end user flagged a translation.
     • Agent Flagged: When the agent flagged a translation.
       
   Note: Optionally, you may add other other fields to this report (for example, Agent and Customer Messages, Agent and Customer Locale, etc.).
4. Under Filters, apply the correct date filters:
   
5. Click Run in the upper right.
6. Your report is generated. It should look like the following example: