Review: Managing Translations in Cloud-Based CX — Improvement Highlights

This page documents the findings from a content review of the parent page Managing Translations in Cloud-Based CX. Issues are grouped by priority to help the team address the most impactful ones first.

Critical Issues

1. All 13 images use broken blob: URLs

Every screenshot uses blob:https://media.staging.atl-paas.net/... URLs. These are temporary in-editor references and will not render for any reader outside the editing session. All images must be re-attached as proper Confluence media files.

Affected: Figures 1–13 throughout the page.

2. Numbered lists restart at 1 after every image

Image insertion breaks the step numbering sequence in at least three procedures. What should be a continuous numbered list restarts at 1 after each screenshot.

• Add a supported language — Steps 3–5 are re-labeled 1–3 after Figure 3.

• Edit a single translation — Steps restart at 1 after Figure 5, then again after Figure 6.

• Export translations — Step 4 restarts at 1 after Figure 8.

Each procedure should be renumbered as a single continuous sequence.

Structural Issues

3. Page title vs. content scope mismatch

The page title is "Managing Translations in Cloud-Based CX" but the content is entirely scoped to Agent Desk → Unified Admin. Consider narrowing the title to "Managing Translations in Agent Desk", or add an introductory line explaining where Agent Desk fits within the broader CX platform.

4. Bottom "Tips" section duplicates body content

The four tips at the bottom of the page repeat warnings already stated in the body and FAQ:

• "Cannot deselect all languages" — already in the Languages page Tips block.

• "Import does not auto-publish" — already in the Import section callout and FAQ.

• "Use Compare when aligning" — already in the Compare section intro.

• "CSV/Excel best for translators" — already in the Export steps.

Either remove the bottom Tips section or replace it with genuinely new cross-cutting information.

Content Gaps

5. File naming table is incomplete (3 of 10 languages shown)

The "File naming for new languages" table only shows locale codes for French (fr), Spanish (es), and Arabic (ar). The other seven supported languages — English, Italian, German, Bulgarian, Urdu, Swahili, and Norwegian — have no locale code listed. Readers importing de.json or sw.json have to guess. List all 10 locale codes, or at minimum state the pattern rule (e.g., ISO 639-1 two-letter code).

6. No sample CSV/Excel row provided

The import section describes the required Key and Translation columns but provides no example row. Translators working offline will not know what the key format looks like (e.g., agent.status.online → Online). Adding even one sample row would eliminate a common support question.

7. "Default translation" banner trigger is unexplained

Step 1 of the Default translation section says "click Default translation in the info banner at the top" but does not explain when this banner is visible or what triggers it. A reader who does not see the banner will be stuck.

8. English fallback behavior is buried

The note that English is used as a fallback language appears only as a parenthetical in a tip bullet. This is a significant behavioral detail — if Agent Desk falls back to English when a translation key is missing, it should be surfaced as a dedicated note or callout, not buried in a bullet.

9. Compare mode: "Save for both sides" needs clarification

The Compare section states "Click Save to publish changes for both sides." It is unclear whether saving in Compare mode saves edits to both languages simultaneously or only the currently focused column. This is a potential data-loss risk if misunderstood and should be explicitly clarified.

Minor Issues

10. Quick Reference "Enable a language" implies Translations is mandatory

The row reads: Languages → Supported Languages → Save → Translations. The → Translations implies it is a required next step, but it is only needed if text customization is wanted. Mark it as optional, e.g., "→ Translations (if customizing text)".

11. Timezone field context is missing

The Timezone field appears in the Languages page table with no explanation of why it lives there alongside language settings. A one-line note would prevent confusion — e.g., "Controls how time-based messages in Agent Desk are displayed to agents."

12. Keyboard shortcuts section may be incomplete

Only two shortcuts are listed (Enter and Shift+Enter). If these are the only ones, a confirmation note would be helpful. If there are more (e.g., Escape to cancel, Tab to move between fields), they should be added.

13. Translation lifecycle on language removal is unanswered

The FAQ covers re-adding a removed language but not what happens to previously customized translations when a language is disabled. Are customizations preserved or lost? This is a common administrator concern that should be answered.

Summary Table