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

These reports can help you retrieve the following information:

• Translated Chat Transcripts (in HTML format)
• The end-user’s Locale for each Chat Session
• The translation word count for each Chat Sessio

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.

In this article

• Creating a Language I/O SF Lightning Chat Report Type
• Creating a Report from a Language I/O SF Lightning Chat Report Type

Creating a Language I/O SF Lightning Chat 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 Lightning Chat Translation Report
   • Description: What the type does, for example "Used to generate a report containing Language I/O Lightning Chat translations 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 an Existing Language I/O SF Lightning Chat 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 Lightning 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: