Skip to main content
NICE CXone Expert
Expert Success Center

Language Report

The Language Report provides information about the various languages visitors use when viewing your site and when translating your site into another language using instant translation.

The language report captures information about two scenarios:

  1. When a user navigates to your site with a browser-set language that differs from your site language
  2. When a user initiates an instant translation by selecting a language from the menu on your site

This data can help you identify which languages are the most popular, find the most commonly translated content, and decide whether or not to translate specific content manually.

The Language Report does not report on AWS overages for translation.

Access the Language Report 

Navigate to Site tools > Dashboard > Customer Experience Reports > Language Report.

The Language Report, which shows the filtering options for date, preferred language, translated language; as well as two pie charts, one for translated language, and one for preferred other language, in order for users to assess which languages are most popular among their site visitors.  While many languages are represented, Spanish, German, and French are the top 3 for the image depicted.

Report components 

Export options

All of the export options can be found in the Dashboard Actions menu.
Dashboard actions menu.png

  • Download as:
    • PDF
    • CSV
  • Schedule Delivery (email reports instantly or on a schedule)

Filters and Reload 

  • Date: Date range for the reporting period
  • Date View: Day, Week, or Month
  • Group: Enter a group name to filter results for that group only. Multiple groups can be selected.
  • User Type: Anonymous, Community (Authenticated Viewer), or Pro (Seated)
  • Page Location: Narrow down the report by entering a path or selecting from the menu.
  • Translated Language: The language users translated your site into via instant translation
  • Preferred Other Language: The users' browser-set language, if different from your site's language
  • Engagement Channel: For example, direct, referral, or Touchpoint
  • Filter Unknown Browsers - Selected by default, and excludes bot traffic from report results.
  • Reload Reload.png: Refreshes the report with the selected filters applied
  • Show / hide filters Show:hide filters.png: View or hide the filter options
  • Reset filters option (located in the Dashboard Actions menu)

Data

Language Report Overview

Format: Tiles

  • Total Page Views
  • Preferred Other Language: A count of page views in which the user's browser-set language differs from your site's language.
  • Total Translations: A count of how many times users initiated an instant translation using the drop-down menu on your site.

Language Report tiles, showing the total counts of Page Views, Preferred Other Language, and Translations.

Interaction options:

  • Hover over a tile to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Preferred Other Languages

Format: Doughnut chart of any languages visitors have selected in their browser that are not your site's language.

Interaction options:

  • Hover over any part of the doughnut chart to see a details popup of specific value.
    Cursor hovered over a section of the Preferred Languages graph. This allows us to see additional information, in this case, that the language is French, and it has been the preferred language of 107 visitors.
  • Click the chart labels to toggle each language off or back on in the doughnut chart.
    Language Report - remove Spanish from Translated Language Breakdown graph.gif
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Page Views by Translated Language

Format: Doughnut chart of any languages visitors have selected for the site to be translated into using instant translation.

Interaction options:

  • Hover over any part of the doughnut chart to see a details popup of specific value.
    Hovering shows the page was translated into French 16 times during the specified reporting period.
  • Click the chart labels to toggle each language off or back on in the doughnut chart.
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Engagement Languages Over Time

Format: Line chart with 2 lines, one for translated languages and one for preferred languages.

The engagement chart has 1 X axis displaying dates, and 1 Y axis displaying the number of Page Views. Hovering over a point will show details; here it shows the count for preferred other languages was 303 on May 22, 2023.

Interaction options:

  • Hover over a point to view the timeframe and information for that point (either views in preferred other languages, or translations performed, depending on which line the point is on).
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Translated Languages Over Time

Format: Vertical bar chart, with each language represented by a different color.

The chart has an X axis displaying dates, and a Y axis displaying the number of translations by language. A key below the bar chart shows which language is represented by each color. In this screenshot, a lime green section of the 6/5/2023 bar is hovered over, so teh details popup includes the translation information for the selected language (Spanish) on that date.

Interaction options:

  • Hover over a point on a line to see the timeframe and details for that point.
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Top Preferred Other Language Articles

Format: Horizontal bar chart, with each language represented by a different color. The pink section at the end of the bar represents the total count of all languages combined.

Horizontal bar chart showing the top preferred other languages. At the right end of the bar is a pink section, which is the total of all languages combined.

Interaction options:

  • Hover over a section of the chart to display the timeframe, language, and count.
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Top Translated Articles

Format: Horizontal bar chart, with each language represented by a different color. The orange section at the end of the bar represents the total count of all translated articles combined.
The Top Translated Articles bar chart. For this site, the home page is the top translated article, followed by Manage. Hovering over Manage shows us the popup that details that Spanish was translated 9 times during the reporting period.

Interaction options:

  • Hover over any color to see the language, page location, and total translations into that language.
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Engagement Language Metrics

Format: Table

Language Report engagement language metrics table, with columns (left to right): number, Page Location, Total Page Views, Preferred Other Page Views, Translated Page Views. This table shows that for this site, Special: Search was the top page by page views.

Data columns:

  • Page Location: Article path
  • Total Page Views (default order, largest to smallest)
  • Preferred Other Page Views: Page views where user's browser language doesn't match the site language
  • Translated Page Views: Page views where a translation was performed

Interaction options:

  • Hover over any color to see the language, page location, and total views in that language.
  • Hover over chart to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Use the data

An increase in translated or preferred languages over time is an indicator that customers in different countries or with different language preferences are using your site more than before. Using the Language Report can help inform discussions centered around:

  • When to add new language options to your site
  • Whether certain languages or pages need to be translated manually
  • How to prepare content for a more global audience

Consider human translation

  • When the origin language and the translation language are not read in the same direction
    For example, going from English (LTR) to Arabic (RTL)
  • When there is demand for a language, but machine translation is not accurate enough
  • Was this article helpful?