In order to troubleshoot technical issues or to identify translations for quality purposes, we may ask you to send us a unique identifier for any given conversation or message.
Under certain circumstances, we may ask for a full report on Translation Requests, in order to obtain a detailed file containing information on all Unbabel requests generated on your organization, their properties and check for possible errors or patterns. The report can also be used to monitor different metrics like translation statuses, translation types, delivery times, language pairs and errors handling.
You can find the guide on how to report on TRs attached and the steps described in this article.
1 - Head to the App Launcher
2 - Select the Reports tab
3 - Click the New Report button
4 - Select the Translation Request report type
5 - You should now have landed into a page similar to the one below:
6 - Open the Fields tab:
7 - Add the following fields to the Columns section (double click or drag the intent field):
- Translation Request: ID
- From Language: Original language of the message
- To Language: Language to translate to
- sObject Parent: Parent object (ex: for Email Messages this is the Case)
- sObject Parent Id
- sObject: Object being translated (ex: for email messages this is the Case/Email Message)
- sObject Id
- Translation Type: It can be Machine (for inbound messages) or Human (for outbound messages)
- Status: Translation status (Translation Requested, Message Translated, Request Error)
- Error Log: Displays the error message when status is Request Error
- Translation Requested Datetime
- Translation Received Datetime
- Unbabel Translation Delay (Seconds): Time (in seconds) that it took to receive the translation.
- Translation Request: Created By
- Unbabel ChatKey(*)
- Unbabel Original Chat Message(*)
- Unbabel Translated Chat Message(*)
* These fields will only be available if you are using the Unbabel for Live Agent Chat integration
You can see all the fields related to the Translation Request. Now you can report on the fields you want depending on the metrics you need to extract.
8 - Once the fields are all added, click the Run button in blue on the top right corner. A report will be generated by Salesforce. Click Save:
9 - Now you can check the data directly on Salesforce or select the Export option to download it as an .xls file:
10 - Click Export:
An excel file containing all the information for the reported fields and records.
Notes: by default, you will only see translation requests authored by you. To see all TRs head to the Filters tab and change the value under the "Show me" filter to All Translation Requests.
If the report is too heavy and it's taking some time to load, consider narrowing the search by date, by including a time window in the Last Modified Datetime filter. Bear in mind that you want to capture the TRs for a certain time period, so be sure to include it.
Click the Refresh button to update the visible data.
A Translation Request (TR) is created for each email/case translation. You choose to apply filters to the report after extracting it using an external tool. However you can also apply filters directly on Salesforce. In order to report on specific TRs you just need to:
1 - Access the Report and click Edit:
2 - Go to the Filters tab:
3 - Add any field you want to filter (for example Status), and include the values you want:
You can filter by Status equaling Translation Requested, for example. This would return all the requests successfully triggered that are still pending translation. Similarly, Request Error would return all requests failing to trigger translations.
If you want to find a specific request for an Case/Email message you need to have the Id (ex: 02s5xXXXXXXXXXXXXX) of that entity and filter by sObject Id. Similarly, you can filter all translations belonging to a specific Case by using its ID in the field sObject Parent Id.
* Only for the Unbabel for Live Agent Chat integration
In order to get all the messages for a specific Chat Transcript you need to filter by Unbabel ChatKey. The value on this field corresponds to Chatkey from the ChatTranscript record.
Please make sure when reporting a bad source of target, you include the fields sObject ID, Unbabel Chatkey, Original Chat Message and Translated Chat Message.
NOTE: If your goal is to report on missing/bad translations, please send this information to firstname.lastname@example.org.