You can scrutinise and review individual, translated conversations over email or chat between agents and your customers, as well as any submitted translations through Projects on the Translations auditing 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

Once you access the Translations audit app, by clicking the respective section on the app panel, you will be presented with the list of most recently translated requests, and some useful search fields.

You will se a summary of the most relevant information for each job: LP, content type, MQM score, and last update date (usually the date/time of delivery). Clicking any of the records will prompt the translation details.

>>>Want to know more about what the score means? Check this related article!<<<

You'll be abe to check on information such as author of the message (useful to distinguish agent from customer, for example), date requested, or turn around time. This will enable a reviewer to quickly check quality and have an idea on how translation influences handling time by agents.

If a quality issue is detected with a translation, you can report it by hovering over the message, and clicking the action button to the right.

Fill in the report with a small description of why the translation is wrong, and should you have a preference on how the message should have been translated instead, let us know. Attaching any files is possible at this stage.

The report should only focus on quality issues - any technical problems affecting the translation should rather be reported via the email provided or using the support form.

Auditing translations

While you can use the tool to adapt to any preferred and personal method, there are two standard ways in which translations can be searched and audited.

Searching by translation ID

If you have a sample you want to audit beforehand and have the IDs for those translations, you can use the search bar to find them.

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). This is usually an external-facing ID:

• Zendesk Support/AWS, Freshdesk: ticket ID
• Zendesk Chat: ZD Chat ID
• Zendesk Guide: not applicable
• Freshchat: not applicable 
• Salesforce Service Cloud: Case ID
• Salesforce Chat: Chat transcript ID
• Salesforce KB: not applicable
• Helpshift, Intercom: conversation ID
• Unbabel Interface: conversation label
• Kustomer: conversation ID
• On-demand: Order ID
• custom integrations calling the public API: ticket_external_id (ticket API), chat_external_id (chat API)

Below are examples of the format for the IDs in different systems:
 

2 - Open the 'Translations' app on the navigation panel to the left

3 - Paste the ID. Once there, paste the conversation ID the search bar. The table will automatically update to display all auditable messages in the conversation.

4 - Select one of the translations. You can check an individual translation or check the full conversation thread by clicking on Go to thread.

5 - Review the full conversation. The thread will be visible in both source and target languages:

6 - Access extra data. You have access to metadata such as turnaround time (TAT), start and end times, date, and the agent ID.

7 - 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.

Using filters

Instead of searching individual translations, you may be interested in auditing a sample that meets certain criteria you define instead. In the example below, all English to German translations from quarter 3 of 2023 are displayed, and can be selected to be analyzed and reported.