Reporting on translation requests - Advanced

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.

Advanced reporting is advised whenever you wish to report several messages at once (like when preparing quality reports) when you are looking to obtain more detailed information about the missing/problematic translation requests (such as status) or need to have the information appropriately sorted. It is also the only available option if using Classic mode.

Each chat message will generate a translation request, so it is possible to fully list them and even group them by conversation and export them from a custom report, as seen in the attached guide.

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 Chat Key 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. Please make sure when reporting a bad source of target text, you are including at least the fields sObject ID, Unbabel Chatkey, Original Chat Message and Translated Chat Message, and point us towards any translation request that you need us to look at.

Filtering by Chat Key in Lightning mode

In order to get all the messages for a specific Chat Transcript you need to filter by Unbabel Chat Key. The value on this field corresponds to the Chat Key from the Chat Transcript record in Lightning Mode, and can be easily obtained as explained in this article.

Filtering by Chat Key in Classic mode

In Classic mode, the Chat Key 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 page. 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 and the Chat Key. This will allow you to associate the transcript with the Unbabel Chat Key and use it in the Translation Requests report mentioned previously. See the videos below:

Associating Chat Transcript name with Chat Key

Filtering by Chat Key in Classic mode