Creating Language I/O Salesforce Chat Translation Reports

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. 

Use Cases

There are two ways to generate reports, that each require separate settings: for chat transcripts as a whole, or for chat messages individually. The latter requires the 'Keep Chat Messages” setting to be enabled.

These reports can help you retrieve the following information:

• Chat transcripts:
  • Translated Chat Transcripts (in HTML format)
  • The end-user’s Locale for each Chat Session
  • The translation word count for each Chat Session
• Individual chat messages:
  • The Translation Turn-Around Time (TAT) for each translation (how long it took between the request and the translation being delivered)
  • If the agent or the end user flagged a translation

You can use multiple filters to run reports. Some are common, such as Created Date, Created by, Start Time, etc. Other filters include fields like Agent Name, Agent Average Response Time, Chat Transfer, etc. These filters correspond to fields in the Native Chat Transcript object, but you can use them in combination with the Language I/O Chat Transcript object to generate the relevant reports.

As of December 2024, for early-access users, reports can also include Lio Agent Assistant through the use of the following filters:

• LanguageIOLA_SuggestedRepliesSent_c: the number of replies suggested by Lio Agent Assistant that an agent accepted and sent.
• LanguageIOLA_SuggestedRepliesEdited__: the number of replies suggested by Lio Agent Assistant that an agent accepted, but edited before sending it.
• LanguageIOLA_SuggestedRepliesDiscarded__: the number of replies suggested by Lio Agent Assistant that an agent rejected.

In this article

• Creating a Language I/O Chat Transcript Report Type
• Creating a Report from a Language I/O Chat Transcript Report Type
• Creating a Language I/O Chat Messages Report Type for TAT and Quality Rating Flag
• Creating a Report from a Language I/O Chat Messages Report Type for TAT and Quality Rating Flag

Creating a Language I/O Chat Transcript Report Type

Before you can create reports, you must first create 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: Chat Transcripts
   • Report Type Label: Language I/O Chat Transcript Report
   • Description: What the type does, for example "Use to generate a report that contains Language I/O Chat transcripts and metadata"
   • Store in Category: Customer Support Reports
   • Deployment Status: Deployed
     
4. Click Next.
5. Click on the box below the Primary Object to create a relationship:
   
6. Select Language I/O Transcripts in the dropdown list:
   
7. Click Save in the bottom right corner.

Creating a Report from a Language I/O Chat Transcript Report Type

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 > Language I/O Chat Translation Report: 
   
2. Click Continue.
3. Add the following columns from the Language I/O Transcripts area:
   • Locale (visitor locale)
   • Transcript (full translated transcript text)
   • Word Count
     
4. Under Filters, apply the correct date filters:
   
5. Click Run in the upper right.
6. Once generated, your report should look like the following example:
   

Creating a Language I/O Chat Messages Report Type for TAT and Quality Rating Flag

Before you can create reports, you must first create 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 I/O Chat Messages
   • Report Type Label: Language I/O Chat Messages
   • Description: What the type does, for example "Use to report on Translation Turn Around Time and/or Quality Rating Flag for Language I/O 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 from a Language I/O Chat Messages Report Type for 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
   • Translation duration
   • Translation start
   • Translation end
   • Visitor Flagged
   • Agent Flagged
     
     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. Once generated, your report should look like the following example: