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leadchat/app/javascript/dashboard/i18n/locale/en/report.json
Pranav cb42be8e65 feat(v4): Update the report pages to show aggregate values (#10766) 
This PR updates the report pages for agents, inboxes, and teams by
replacing charts with aggregate values (under a feature flag). Users can
click on any item to view more details if needed. Most users seem to
prefer aggregate values, so this change will likely stay.

The PR also includes a few fixes:

- The summary reports now use the same logic for both the front-end and
CSV exports.
- Fixed an issue where a single quote was being added to values with
hyphens in CSV files. Now, ‘n/a’ is used when no value is available.
- Fixed a bug where the average value was calculated incorrectly when
multiple accounts were present.

These changes should make reports easier to use and more consistent.

### Agents:

<img width="1438" alt="Screenshot 2025-01-26 at 10 47 18 AM"
src="https://github.com/user-attachments/assets/bf2fcebc-6207-4701-9703-5c2110b7b8a0"
/>

### Inboxes
<img width="1438" alt="Screenshot 2025-01-26 at 10 47 10 AM"
src="https://github.com/user-attachments/assets/b83e1cf2-fd14-4e8e-8dcd-9033404a9f22"
/>


### Teams: 
<img width="1436" alt="Screenshot 2025-01-26 at 10 47 01 AM"
src="https://github.com/user-attachments/assets/96b1ce07-f557-42ca-8143-546a111d6458"
/>

---------

Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>
2025-01-28 09:19:18 +05:30

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{
"REPORT": {
"HEADER": "Conversations",
"LOADING_CHART": "Loading chart data...",
"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
"DOWNLOAD_AGENT_REPORTS": "Download agent reports",
"DATA_FETCHING_FAILED": "Failed to fetch data, please try again later.",
"SUMMARY_FETCHING_FAILED": "Failed to fetch summary, please try again later.",
"METRICS": {
"CONVERSATIONS": {
"NAME": "Conversations",
"DESC": "( Total )"
},
"INCOMING_MESSAGES": {
"NAME": "Messages received",
"DESC": "( Total )"
},
"OUTGOING_MESSAGES": {
"NAME": "Messages sent",
"DESC": "( Total )"
},
"FIRST_RESPONSE_TIME": {
"NAME": "First Response Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_TIME": {
"NAME": "Resolution Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
},
"BOT_RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
},
"BOT_HANDOFF_COUNT": {
"NAME": "Handoff Count",
"DESC": "( Total )"
},
"REPLY_TIME": {
"NAME": "Customer waiting time",
"TOOLTIP_TEXT": "Waiting time is {metricValue} (based on {conversationCount} replies)",
"DESC": ""
}
},
"DATE_RANGE_OPTIONS": {
"LAST_7_DAYS": "Last 7 days",
"LAST_30_DAYS": "Last 30 days",
"LAST_3_MONTHS": "Last 3 months",
"LAST_6_MONTHS": "Last 6 months",
"LAST_YEAR": "Last year",
"CUSTOM_DATE_RANGE": "Custom date range"
},
"CUSTOM_DATE_RANGE": {
"CONFIRM": "Apply",
"PLACEHOLDER": "Select date range"
},
"GROUP_BY_FILTER_DROPDOWN_LABEL": "Group By",
"DURATION_FILTER_LABEL": "Duration",
"GROUPING_OPTIONS": {
"DAY": "Day",
"WEEK": "Week",
"MONTH": "Month",
"YEAR": "Year"
},
"GROUP_BY_DAY_OPTIONS": [
{
"id": 1,
"groupBy": "Day"
}
],
"GROUP_BY_WEEK_OPTIONS": [
{
"id": 1,
"groupBy": "Day"
},
{
"id": 2,
"groupBy": "Week"
}
],
"GROUP_BY_MONTH_OPTIONS": [
{
"id": 1,
"groupBy": "Day"
},
{
"id": 2,
"groupBy": "Week"
},
{
"id": 3,
"groupBy": "Month"
}
],
"GROUP_BY_YEAR_OPTIONS": [
{
"id": 2,
"groupBy": "Week"
},
{
"id": 3,
"groupBy": "Month"
},
{
"id": 4,
"groupBy": "Year"
}
],
"BUSINESS_HOURS": "Business Hours",
"FILTER_ACTIONS": {
"CLEAR_FILTER": "Clear filter",
"EMPTY_LIST": "No results found"
},
"PAGINATION": {
"RESULTS": "Showing {start} to {end} of {total} results"
}
},
"AGENT_REPORTS": {
"HEADER": "Agents Overview",
"DESCRIPTION": "Easily track agent performance with key metrics such as conversations, response times, resolution times, and resolved cases. Click an agent’s name to learn more.",
"LOADING_CHART": "Loading chart data...",
"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
"DOWNLOAD_AGENT_REPORTS": "Download agent reports",
"FILTER_DROPDOWN_LABEL": "Select Agent",
"METRICS": {
"CONVERSATIONS": {
"NAME": "Conversations",
"DESC": "( Total )"
},
"INCOMING_MESSAGES": {
"NAME": "Incoming Messages",
"DESC": "( Total )"
},
"OUTGOING_MESSAGES": {
"NAME": "Outgoing Messages",
"DESC": "( Total )"
},
"FIRST_RESPONSE_TIME": {
"NAME": "First Response Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_TIME": {
"NAME": "Resolution Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
}
},
"DATE_RANGE": [
{
"id": 0,
"name": "Last 7 days"
},
{
"id": 1,
"name": "Last 30 days"
},
{
"id": 2,
"name": "Last 3 months"
},
{
"id": 3,
"name": "Last 6 months"
},
{
"id": 4,
"name": "Last year"
},
{
"id": 5,
"name": "Custom date range"
}
],
"CUSTOM_DATE_RANGE": {
"CONFIRM": "Apply",
"PLACEHOLDER": "Select date range"
}
},
"LABEL_REPORTS": {
"HEADER": "Labels Overview",
"LOADING_CHART": "Loading chart data...",
"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
"DOWNLOAD_LABEL_REPORTS": "Download label reports",
"FILTER_DROPDOWN_LABEL": "Select Label",
"METRICS": {
"CONVERSATIONS": {
"NAME": "Conversations",
"DESC": "( Total )"
},
"INCOMING_MESSAGES": {
"NAME": "Incoming Messages",
"DESC": "( Total )"
},
"OUTGOING_MESSAGES": {
"NAME": "Outgoing Messages",
"DESC": "( Total )"
},
"FIRST_RESPONSE_TIME": {
"NAME": "First Response Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_TIME": {
"NAME": "Resolution Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
}
},
"DATE_RANGE": [
{
"id": 0,
"name": "Last 7 days"
},
{
"id": 1,
"name": "Last 30 days"
},
{
"id": 2,
"name": "Last 3 months"
},
{
"id": 3,
"name": "Last 6 months"
},
{
"id": 4,
"name": "Last year"
},
{
"id": 5,
"name": "Custom date range"
}
],
"CUSTOM_DATE_RANGE": {
"CONFIRM": "Apply",
"PLACEHOLDER": "Select date range"
}
},
"INBOX_REPORTS": {
"HEADER": "Inbox Overview",
"DESCRIPTION": "Quickly view your inbox performance with key metrics like conversations, response times, resolution times, and resolved cases—all in one place. Click an inbox name for more details.",
"LOADING_CHART": "Loading chart data...",
"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
"DOWNLOAD_INBOX_REPORTS": "Download inbox reports",
"FILTER_DROPDOWN_LABEL": "Select Inbox",
"METRICS": {
"CONVERSATIONS": {
"NAME": "Conversations",
"DESC": "( Total )"
},
"INCOMING_MESSAGES": {
"NAME": "Incoming Messages",
"DESC": "( Total )"
},
"OUTGOING_MESSAGES": {
"NAME": "Outgoing Messages",
"DESC": "( Total )"
},
"FIRST_RESPONSE_TIME": {
"NAME": "First Response Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_TIME": {
"NAME": "Resolution Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
}
},
"DATE_RANGE": [
{
"id": 0,
"name": "Last 7 days"
},
{
"id": 1,
"name": "Last 30 days"
},
{
"id": 2,
"name": "Last 3 months"
},
{
"id": 3,
"name": "Last 6 months"
},
{
"id": 4,
"name": "Last year"
},
{
"id": 5,
"name": "Custom date range"
}
],
"CUSTOM_DATE_RANGE": {
"CONFIRM": "Apply",
"PLACEHOLDER": "Select date range"
}
},
"TEAM_REPORTS": {
"HEADER": "Team Overview",
"DESCRIPTION": "Get a snapshot of your team’s performance with essential metrics, including conversations, response times, resolution times, and resolved cases. Click a team name for more details.",
"LOADING_CHART": "Loading chart data...",
"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
"DOWNLOAD_TEAM_REPORTS": "Download team reports",
"FILTER_DROPDOWN_LABEL": "Select Team",
"METRICS": {
"CONVERSATIONS": {
"NAME": "Conversations",
"DESC": "( Total )"
},
"INCOMING_MESSAGES": {
"NAME": "Incoming Messages",
"DESC": "( Total )"
},
"OUTGOING_MESSAGES": {
"NAME": "Outgoing Messages",
"DESC": "( Total )"
},
"FIRST_RESPONSE_TIME": {
"NAME": "First Response Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_TIME": {
"NAME": "Resolution Time",
"DESC": "( Avg )",
"INFO_TEXT": "Total number of conversations used for computation:",
"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
},
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
}
},
"DATE_RANGE": [
{
"id": 0,
"name": "Last 7 days"
},
{
"id": 1,
"name": "Last 30 days"
},
{
"id": 2,
"name": "Last 3 months"
},
{
"id": 3,
"name": "Last 6 months"
},
{
"id": 4,
"name": "Last year"
},
{
"id": 5,
"name": "Custom date range"
}
],
"CUSTOM_DATE_RANGE": {
"CONFIRM": "Apply",
"PLACEHOLDER": "Select date range"
}
},
"CSAT_REPORTS": {
"HEADER": "CSAT Reports",
"NO_RECORDS": "There are no CSAT survey responses available.",
"DOWNLOAD": "Download CSAT Reports",
"DOWNLOAD_FAILED": "Failed to download CSAT Reports",
"FILTERS": {
"AGENTS": {
"PLACEHOLDER": "Choose Agents"
}
},
"TABLE": {
"HEADER": {
"CONTACT_NAME": "Contact",
"AGENT_NAME": "Assigned agent",
"RATING": "Rating",
"FEEDBACK_TEXT": "Feedback comment"
}
},
"METRIC": {
"TOTAL_RESPONSES": {
"LABEL": "Total responses",
"TOOLTIP": "Total number of responses collected"
},
"SATISFACTION_SCORE": {
"LABEL": "Satisfaction score",
"TOOLTIP": "Total number of positive responses / Total number of responses * 100"
},
"RESPONSE_RATE": {
"LABEL": "Response rate",
"TOOLTIP": "Total number of responses / Total number of CSAT survey messages sent * 100"
}
}
},
"BOT_REPORTS": {
"HEADER": "Bot Reports",
"METRIC": {
"TOTAL_CONVERSATIONS": {
"LABEL": "No. of Conversations",
"TOOLTIP": "Total number of conversations handled by the bot"
},
"TOTAL_RESPONSES": {
"LABEL": "Total Responses",
"TOOLTIP": "Total number of responses sent by the bot"
},
"RESOLUTION_RATE": {
"LABEL": "Resolution Rate",
"TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
},
"HANDOFF_RATE": {
"LABEL": "Handoff Rate",
"TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
}
}
},
"OVERVIEW_REPORTS": {
"HEADER": "Overview",
"LIVE": "Live",
"ACCOUNT_CONVERSATIONS": {
"HEADER": "Open Conversations",
"LOADING_MESSAGE": "Loading conversation metrics...",
"OPEN": "Open",
"UNATTENDED": "Unattended",
"UNASSIGNED": "Unassigned",
"PENDING": "Pending"
},
"CONVERSATION_HEATMAP": {
"HEADER": "Conversation Traffic",
"NO_CONVERSATIONS": "No conversations",
"CONVERSATION": "{count} conversation",
"CONVERSATIONS": "{count} conversations",
"DOWNLOAD_REPORT": "Download report"
},
"AGENT_CONVERSATIONS": {
"HEADER": "Conversations by agents",
"LOADING_MESSAGE": "Loading agent metrics...",
"NO_AGENTS": "There are no conversations by agents",
"TABLE_HEADER": {
"AGENT": "Agent",
"OPEN": "Open",
"UNATTENDED": "Unattended",
"STATUS": "Status"
}
},
"AGENT_STATUS": {
"HEADER": "Agent status",
"ONLINE": "Online",
"BUSY": "Busy",
"OFFLINE": "Offline"
}
},
"DAYS_OF_WEEK": {
"SUNDAY": "Sunday",
"MONDAY": "Monday",
"TUESDAY": "Tuesday",
"WEDNESDAY": "Wednesday",
"THURSDAY": "Thursday",
"FRIDAY": "Friday",
"SATURDAY": "Saturday"
},
"SLA_REPORTS": {
"HEADER": "SLA Reports",
"NO_RECORDS": "SLA applied conversations are not available.",
"LOADING": "Loading SLA data...",
"DOWNLOAD_SLA_REPORTS": "Download SLA reports",
"DOWNLOAD_FAILED": "Failed to download SLA Reports",
"DROPDOWN": {
"ADD_FIlTER": "Add filter",
"CLEAR_ALL": "Clear all",
"CLEAR_FILTER": "Clear filter",
"EMPTY_LIST": "No results found",
"NO_FILTER": "No filters available",
"SEARCH": "Search filter",
"INPUT_PLACEHOLDER": {
"SLA": "SLA name",
"AGENTS": "Agent name",
"INBOXES": "Inbox name",
"LABELS": "Label name",
"TEAMS": "Team name"
},
"SLA": "SLA Policy",
"INBOXES": "Inbox",
"AGENTS": "Agent",
"LABELS": "Label",
"TEAMS": "Team"
},
"WITH": "with",
"METRICS": {
"HIT_RATE": {
"LABEL": "Hit Rate",
"TOOLTIP": "Percentage of SLAs created were completed successfully"
},
"NO_OF_MISSES": {
"LABEL": "Number of Misses",
"TOOLTIP": "Total SLA misses in a certain period"
},
"NO_OF_CONVERSATIONS": {
"LABEL": "Number of Conversations",
"TOOLTIP": "Total number of conversations with SLA"
}
},
"TABLE": {
"HEADER": {
"POLICY": "Policy",
"CONVERSATION": "Conversation",
"AGENT": "Agent"
},
"VIEW_DETAILS": "View Details"
}
},
"SUMMARY_REPORTS": {
"INBOX": "Inbox",
"AGENT": "Agent",
"TEAM": "Team",
"AVG_RESOLUTION_TIME": "Avg. Resolution Time",
"AVG_FIRST_RESPONSE_TIME": "Avg. First Response Time",
"AVG_REPLY_TIME": "Avg. Customer Waiting Time",
"RESOLUTION_COUNT": "Resolution Count",
"CONVERSATIONS": "No. of conversations"
}
}
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