[FW][IMP] live chat: update ratings doc

content/applications/websites/livechat/ratings.rst

@@ -2,44 +2,147 @@
 Ratings
 =======
 
-Giving users the opportunity to rate their interactions can help you improving the experience you
-offer. That means staying on top of your customers' needs, besides keeping track of your operators’
-performances.
+At the end of a *Live Chat* conversation, customers have the opportunity to rate the quality of
+support they received from the live chat *operator*. Customers provide ratings as soon as they close
+the conversation. This allows operators to receive immediate feedback on their performance. It also
+allows customers the chance to share any final comments before leaving the chat window.
 
-Customer Rating
-===============
+Rate live chat conversations
+============================
 
-| Once the user chooses to close the chat window, he can rate his interaction.
-| If the user is *Not satisfied* or *Highly dissatisfied*, a field allowing for an explanation
-  is shown.
-| A copy of the conversation can also be sent by email.
+Customers end a *live chat* conversation by clicking the :guilabel:`X` in the upper right-hand
+corner of the chat window. They are then prompted to select an icon that reflects their level of
+satisfaction. The icons represent the following ratings:
 
-.. image:: ratings/user_chatwindow.png
+ - **Satisfied** - *green smiling face*
+ - **Okay** - *yellow neutral face*
+ - **Dissatisfied** - *red frowning face*
+
+.. image:: ratings/live-chat-ratings-faces.png
+   :align: center
+   :alt: View of the chat window from a user's side for Odoo Live Chat.
+
+.. note::
+  When customers end a conversation, a field marked :guilabel:`Receive a copy of this conversation`
+  appears under the *ratings* icons. Customers can enter their email either before or after they
+  submit a rating.
+
+If the customer selects :guilabel:`Satisfied (smile)` icon, they are presented with a thank you
+message and a :guilabel:`Close Conversation` link.
+
+.. image:: ratings/live-chat-thank-you.png
+   :align: center
+   :alt: View of customer's live chat window with thank you message.
+
+If the customer selects either :guilabel:`Okay (neutral)` icon or :guilabel:`Dissatisfied (frown)`
+icon, a text box will appear. Customers can add comments in this text box to explain why they chose
+this rating. This message will be sent to the live chat operator, along with the rating icon.
+
+.. image:: ratings/live-chat-ratings-operator-window.png
+   :align: center
+   :alt: View of a chat window from an operator's window highlighting a rating for Odoo Live Chat.
+
+Publish customer ratings
+========================
+
+To publish a channel's ratings on the website, first navigate to a live chat channel's record by
+going to the :menuselection:`Live Chat` app and clicking on the kanban card for that team. Then
+click on the :guilabel:`Go to Website` smart button. This will open the :guilabel:`Live Chat Channel
+Statistics` page.
+
+In the upper right corner of the page, click the red :guilabel:`Unpublished` slider.  The slider
+changes from :guilabel:`Unpublished` to :guilabel:`Published`.
+
+.. image:: ratings/live-chat-ratings-unpublished.png
+   :align: center
+   :alt: View of the published ratings on the portal for Odoo Live Chat.
+
+.. note::
+   The customer notes that are submitted with the rating will *not* be published on the website.
+   These are kept internal. Only a statistical overview of the operators' performance for the
+   *channel* appears on the website.
+
+Add ratings page to site
+------------------------
+
+Once the rating page has been published, it has to be manually added to the website. To do this, go
+to the main Odoo dashboard and open the *Website* application. :menuselection:`Website app--> Site
+--> Content --> Pages`, then click :guilabel:`New`.
+
+This will open a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter
+`livechat`. This acts as the URL for the published webpage.
+
+.. important::
+   The URL *must* be named `livechat` in order for the database to recognize and connect the
+   ratings page. After the page has been published, the page title can be changed later under the
+   :guilabel:`Menu Editor`.
+
+Click :guilabel:`Create`, and the newly created webpage will open. The :guilabel:`Webpage Editor`
+appears in the right panel.
+
+The page lists the names of the :guilabel:`Live Chat Channels` whose ratings pages have been
+published. On the left side of the channel name is a speech bubble icon, which users can click on to
+go to the ratings' page for the respective channel.
+
+.. image:: ratings/live-chat-published-icon.png
    :align: center
-   :height: 400
-   :alt: View of the chat window from a user’s side for Odoo Live Chat
+   :alt: View of the webpage for Live Chat ratings emphasizing the channel icon.
+
+Make any desired changes or additions to this page, then click :guilabel:`Save` in the top right of
+the webpage editor. The website editor side panel closes, and the webpage remains on the screen.
 
-The rating is shown on the chat window itself for the operator.
+To publish the `livechat` webpage, return to the list of webpages by navigating to
+:menuselection:`Site --> Content --> Pages`. Click the checkbox to the left of `livechat` in the
+list of pages to select the page and highlight the line. Then, click the checkbox under the column
+labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in white. Click the
+checkbox a second time to activate the :guilabel:`Is Published` box. The webpage is now published.
 
-.. image:: ratings/operator_chatwindow.png
+.. image:: ratings/live-chat-is-published.png
    :align: center
-   :alt: View of a chat window from an operator’s side highlighting a rating for Odoo Live Chat
+   :alt: View of the list of pages for a website with the 'is published' box emphasized.
 
-And under :menuselection:`Report --> Customer Ratings`.
+Once the page has been added to the site, ratings are set to be published by default. However,
+individual ratings can be manually selected to be hidden from the public. The rating will still be
+included in internal reports, and can still be viewed by internal teams. However, public website
+visitors and portal users will not have access.
 
-.. image:: ratings/customer_ratings.png
+See :ref:`Hide individual ratings <livechat/overview/hide-ratings>` for more information.
+
+Customer ratings report
+=======================
+
+The :guilabel:`Customer Ratings` report (:menuselection:`Live Chat --> Report --> Customer Ratings`)
+displays an overview of the ratings received on individual support tickets, as well as any
+additional comments submitted with the rating.
+
+.. image:: ratings/live-chat-ratings-report.png
    :align: center
-   :alt: View of the customer ratings page in Odoo Live Chat
+   :alt: View of the customer ratings report in Odoo Live Chat.
+
+The report defaults to a kanban view, with each rating represented by a different card. To switch to
+a different view, click on one of the icons in the upper-right corner of the screen. The report is
+available in *list* view, *pivot* view, and *graph* view.
+
+Click on an individual rating to see additional details about the conversation, and the rating.
+
+.. _livechat/overview/hide-ratings:
+
+Hide individual ratings
+-----------------------
 
-Make the rating public
-======================
+Ratings are set to be published by default. However, individual ratings can be manually selected to
+be hidden from the public. The rating will still be included in internal reports, and can still be
+viewed by internal teams. However, public website visitors and portal users will not have access.
 
-Go to :menuselection:`Website --> Configuration --> Settings`, access your channel form, click on
-*Go to Website* and on *Unpublished*, to publish the rating of that channel on your website.
+To hide a rating, go to :menuselection:`Live Chat app --> Reports --> Customer Ratings`. Click on
+the kanban card for the rating to be hidden. On the individual rating's detail page, check the box
+labeled :guilabel:`Visible Internally Only`.
 
-.. image:: ratings/publish_ratings.png
+.. image:: ratings/live-chat-ratings-visible-internally.png
    :align: center
-   :alt: View of the public ratings in the website for Odoo Live Chat
+   :alt: View of an individual rating's detail page with the visible internally setting checked.
 
 .. seealso::
+   - :doc:`/applications/websites/livechat`
    - :doc:`responses`
+   - :doc:`/applications/websites/website`