Spreadsheet Dashboard IM Livechat
Analyze livechat and customer support performance with custom dashboards
Spreadsheet Dashboard IM Livechat Overview
Spreadsheet Dashboard IM Livechat is a powerful analysis tool in Odoo, integrating data from IM Livechat to create detailed reports on customer support activities. This module allows you to track chat volume, response times, satisfaction ratings, analyze operator performance, and optimize customer support processes.
Key points
• Integrate data from IM Livechat and mail.channel in one dashboard
• Track chat session volume by time and channel
• Analyze average response time and first response time
• Evaluate customer satisfaction scores and feedback
• Compare performance between operators and teams
• Track chat volume by hour, day, week to optimize staffing
• Analyze conversion rate from chat to leads/opportunities
• Export data to Excel for advanced analysis
Terminology Reference
Key terminology in Spreadsheet Dashboard IM Livechat:
Table
| Tiếng Việt | English | Mô tả |
|---|---|---|
| Livechat | Livechat | Chat trực tiếp với khách hàng trên website |
| Chat Session | Chat Session | Một cuộc hội thoại chat hoàn chỉnh |
| Operator | Operator | Nhân viên hỗ trợ khách hàng qua chat |
| Thời gian phản hồi | Response Time | Thời gian từ khi nhận tin nhắn đến khi trả lời |
| First Response Time | First Response Time | Thời gian phản hồi tin nhắn đầu tiên |
| Customer Satisfaction | Customer Satisfaction | Đánh giá hài lòng của khách hàng |
| Chat Volume | Chat Volume | Số lượng chat sessions trong khoảng thời gian |
| Resolution Time | Resolution Time | Thời gian giải quyết vấn đề của khách hàng |
| Abandoned Chat | Abandoned Chat | Chat bị khách hàng rời đi trước khi được hỗ trợ |
| Active Chat | Active Chat | Chat đang diễn ra |
| Closed Chat | Closed Chat | Chat đã kết thúc |
| Channel | Channel | Kênh livechat (website, mobile app) |
| Rating | Rating | Điểm đánh giá từ khách hàng (1-5 stars) |
| Conversion Rate | Conversion Rate | Tỷ lệ chuyển đổi từ chat sang lead/sale |
Creating Livechat Dashboard
Process to create livechat analysis dashboard in Odoo:
Steps
1. Access Spreadsheet > Dashboards or IM Livechat > Reporting
2. Click "Create" to create new dashboard
3. Select "Livechat Analysis" template or start from blank
4. Add pivot table with data source from im_livechat.channel or mail.channel
5. Configure rows: Operator, Channel, Date
6. Configure columns: Status (Active, Closed, Abandoned)
7. Select measures: Session Count, Avg Response Time, Satisfaction Score
8. Add filters: Date range, Operator, Channel, Rating
9. Create charts: Line chart for chat volume, Bar chart for operator performance
10. Add formulas to calculate average response time, satisfaction rate
11. Format dashboard with conditional formatting for response time
12. Save and share dashboard with support team
Response Time Analysis
Track and analyze response times to improve service quality:
Key points
• First response time: Time to respond to customer first message
• Average response time: Average response time throughout chat session
• Resolution time: Time from chat start to issue resolution
• Compare response time between operators to identify training needs
• Analyze response time by hour of day to optimize staffing
• Track response time trends over time
• Set SLA targets and monitor compliance
• Highlight chats with response time exceeding threshold
Customer Satisfaction Analysis
Evaluate and analyze customer satisfaction levels:
Table
| Metric | Công thức | Mục đích |
|---|---|---|
| Average Rating | =AVERAGE(rating_range) | Điểm đánh giá trung bình |
| Satisfaction Rate | =COUNTIF(rating, ">=4") / COUNT(rating) | Tỷ lệ khách hàng hài lòng (4-5 stars) |
| NPS Score | =(%Promoters - %Detractors) | Net Promoter Score |
| Response Rate | =COUNT(ratings) / COUNT(sessions) | Tỷ lệ khách hàng để lại đánh giá |
Operator Performance Analysis
Evaluate individual operator performance to improve team performance:
Key points
• Number of chat sessions handled by each operator
• Average response time and first response time per operator
• Customer satisfaction score by operator
• Number of abandoned chats by operator
• Conversion rate from chat to leads/opportunities
• Concurrent chats: Number of simultaneous chats operator can handle
• Resolution rate: Success rate in resolving customer issues
• Compare performance between operators to identify best practices
Chat Volume Analysis
Analyze chat volume to optimize staffing and resources:
Key points
• Track chat volume by hour of day to identify peak hours
• Analyze chat volume by day of week
• Compare chat volume between channels (website, mobile app)
• Forecast chat volume based on historical data
• Calculate required number of operators for each time slot
• Identify abandoned chat rate and causes
• Analyze seasonal trends and special events impact
• Monitor real-time chat queue to adjust staffing
Conversion Tracking
Track conversion from livechat to leads and opportunities:
Table
| Metric | Cách tính | Ý nghĩa |
|---|---|---|
| Lead Conversion Rate | Leads created / Total chats | Tỷ lệ chat chuyển thành lead |
| Opportunity Conversion | Opportunities / Leads from chat | Tỷ lệ lead chuyển thành opportunity |
| Revenue from Chat | Sum of orders from chat leads | Doanh thu từ livechat |
| ROI | (Revenue - Cost) / Cost | Return on investment của livechat |
Charts and Visualizations
Use charts to visualize livechat data:
Key points
• Line chart: Chat volume over time (hourly, daily, weekly)
• Bar chart: Operator performance comparison (sessions, satisfaction)
• Pie chart: Chat distribution by channel or topic
• Heatmap: Chat volume by day of week and hour of day
• Gauge chart: Real-time satisfaction score and response time
• Stacked bar: Chat status breakdown (active, closed, abandoned)
• Scatter plot: Response time vs satisfaction score correlation
• Funnel chart: Conversion funnel from chat to sale
Best Practices
Tips and strategies to optimize Livechat dashboard:
Key points
• Set up real-time dashboard to monitor chat queue and response times
• Use conditional formatting to highlight chats needing attention
• Create separate dashboards for managers and operators with different metrics
• Schedule automated reports sent to team leads daily/weekly
• Integrate livechat data with CRM to track full customer journey
• Use tags to categorize chats by topic and analyze common issues
• Monitor abandoned chat rate and investigate causes
• Compare performance before/after training to measure effectiveness
• Set up alerts when response time or satisfaction score exceeds threshold
• Regularly review and update SLA targets based on performance data