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 Session
• The Translation Turn-Around Time (TAT) for each translation (how long it took between the request and the translation being delivered)

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 Copilot-suggested replies though the use of the following filters:

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

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 for TAT
• Creating a TAT 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:
   

Creating a Language I/O SF Lightning Chat Report Type for TAT

You must enable "Keep LIO Message Records" in the Language I/O Chat Public Settings. This setting is unchecked by default. Checking the setting is not retroactive (This means that you cannot create reports on records from before the setting is checked).

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: Translation Turn Around Time 
   • Description: What the type does, for example "Report to see the translation turn around time for each message, among other details"
   • 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 TAT 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 > Translation Turn Around Time: 
   
2. Click Continue.
3. Add the following columns:
   • TranslationId
   • Translation duration
   • Translation start
   • Translation end
     
     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: