The Organization Account page is accessed simply by using the Organization credentials, which will be the Unbabel username and key. Access to the page is usually restricted to people with supervising or monitoring responsibilities, who will need to read metrics or perform audits. 

These credentials are available in the Integrations app inside the Customer Portal.

The environment once you login to the Organization page is quite different from the one used for translation. You will have two tabs available:

• Dashboard
• Audit

These are legacy features that are gradually being replaced by the Portal usage reporting and translations auditing apps.

Dashboard

The Dashboard will display some metrics concerning the several translation requests, such as total of messages, average of translation time (per type), currently translating messages, or translations per hour (with a timezone dropdown-menu to choose from). They will be fetched from all requests submitted to the Unbabel account at hand.

The dashboard will allow you to see metrics for all chat messages. A couple of notes on the terminology:

• An inbound chat/ticket is correspondent to an inbound individual message.
• An inbound chat/ticket is any translated message into the language currently selected. This means that your outbound messages (Language X to English) will be counted as inbounds as well, if you have English selected.
• Outbound chat count should be disregarded if you are not using a human enhanced flow. It does not contain machine-translated only jobs.

Audit

The Audit tab allows one to retrieve and view a full chat/ticket conversation from the database. When entering the audit, there is the option to search for a chat/ticket Label or ID (this is the name an agent gives to a chat/ticket conversation when creating it). Note: the label is editable while a chat/ticket is open, so the search will return the current label established for the chat.

Enter the Label (or ID). Watch out for capitalization and spaces, as the search is sensitive. Click search, which will either return no results (displaying the message No results found) or list the chat/ticket details and messages below.

The information displayed in the search result will include the chat/ticket summary, including label, status, the agent who created it, its creation and last update date and time, along with the ordering of messages, their number of words and time taken to translate. If the conversation is archived, it will also list the reason selected by the agent.

Below the summary, the full list of messages included in the conversation is displayed by order, with the oldest at the top. You will have access to the source and target text along with the UIDs for the messages. This is the information you should provide to the Unbabel teams whenever you are reporting any kind of issue pertaining to a specific message.

Why am I seeing multiple results for the same ID?

Labels are not unique. An agent (or different agents) can create conversations with the same label repeatedly. This will add to the list of results in the audit tab for that chat/ticket label, with the latest record being listed at the top, each one with their summary and list of messages as exchanged in that particular chat/ticket conversation. They are distinguishable by their headers.