You can scrutinise and review individual, translated conversations over email or chat between agents and your customers, as well as any submitted translations through On-demand Orders on the Audits section of the Portal. Using the feature enables you to:
- See the full context of the conversation with both the translated and original messages surfaced, alongside supporting meta-data
- Find specific conversations without the support of Unbabel’s customer-facing teams
- Understand why a conversation went well or badly
- Independently perform language quality checks based on your audit schedule
In order to find and audit a conversation, follow these steps:
1 - Find the conversation ID. To run the search in the Unbabel Portal, you must first locate the message or CRM ID of the specific conversation you're looking for. (NB: It’s the full conversation/thread id, not the individual message).
Below are examples of the format for the IDs in different systems:
|Example of Conversation/Thread ID Format|
5527ff90-424e-49c3-9351-f05d64313801 (any label you name it)
2 - Login to the Unbabel Portal. Find to the 'Translations' section on the navigation panel to the left
3 - Paste the ID. Once there, paste the conversation ID into the Audits search bar and click Submit.
4 - Review the full conversation. The thread will be visible in both source and target languages:
5 - Access extra data. You have access to metadata such as turnaround time (TAT), start and end times, date, and the agent ID
6 - Report the translation. Hover over the translation and you can directly report feedback to your LangOps manager and provide context around the issue. To do this, click the button with the three dots and select Report translation.
Note: only translations dated from June 15th 2021 onwards are retrievable in the Audits section.