Reporting on translation requests

In order to troubleshoot technical issues or to identify translations for quality purposes, we may ask you to send us a report on the relevant translation requests. Each chat message will generate a translation request, so it is possible to group them by conversation and export them from a custom report.

Each chat session is attributed a chat key which will be shared by every translation request it contains. It is possible to generate a report in Salesforce for all the translation requests in a given period, and filter them by a chat key, effectively grouping all messages belonging to that session. In order to do so, generate a Salesforce report (more instructions in the attached file), add the column Unbabel ChatKey and search by the value. Export the report generated by following the steps in the guide and send it over to customer.happiness@unbabel.com.

The Chatkey is not visible in any field inside the Live Agent console though, so you won't be able to immediately identify it from the Chat Transcript. Instead, you can obtain it by generating a Chat Transcript report. Head to the Report Builder, select New Report, select the Chat Transcripts report type, and make sure to include the Chat Transcript name or ID and the Chatkey. This will allow you to associate the transcript with the Unbabel Chatkey and use it in the Translation Requests report mentioned previously. See the video below:

Associating Chat Transcript name with Chat Key

Filtering messages from a specific chat using the Chat Key