Customer Service reports

WebSphere Commerce provides reports on Customer Service Representatives (CSR) performance and activities, including reports on revenue, sales, orders, price overrides, performance ranking, profit, quotations, customer organizations and customer territories. These reports are available for individual customer service representatives or per customer service representative team and are available in the WebSphere Commerce Accelerator.

Important: Customer service reports are only available for Customer Service Representatives working in the Multichannel Sales Center.

The majority of customer service reports are created with data from WebSphere Commerce Analyzer. As a result, you must install and configure WebSphere Commerce Analyzer to use and view these reports. Operational customer service reports are available without installing WebSphere Commerce Analyzer.

The following customer service reports are available in the WebSphere Commerce Accelerator. All reports are created with data from WebSphere Commerce Analyzer unless otherwise marked.

Individual Customer Service Representative (CSR) reports

Personal revenue, profit and ranking
The personal revenue, profit, and ranking report details the revenue and profit for a specific Customer Service Representative (CSR). It also ranks the CSR's profit and revenue against other members of the CSR's team. A CSR can only view their own information using the personal revenue, profit, and ranking report.
Revenue, profit, and ranking
The revenue, profit, and ranking report details the revenue and profit for a specific Customer Service Representative (CSR) or a team of CSRs. It also ranks all CSRs displayed in the report by either or revenue.
Price quotes
The price quotes report lists the prices that a customer service representative (CSR) has quoted to customers.
Quotes to order conversion
The quotes to order conversion report lists the number of price quotes and number of orders per Customer Service Representative. The report also lists the price quotes to orders conversion rate.
Price overrides
The price overrides report lists the price overrides that a customer service representative (CSR) has made to particular items.
Price overrides summary
The price overrides summary report lists the totals of all price overrides that a customer service representative (CSR) has made, including the total revenue and total adjustments per CSR. The price overrides summary report may be for one CSR or for all CSRs in a team.
Revenue by product category
The revenue by product category report lists the revenue by product category for a particular customer service representative (CSR) or for all CSRs in a team.
Shipped orders
The shipped orders report lists all orders submitted by a particular customer service representative (CSR) that have been shipped.
Orders pending fulfillment
The orders pending fulfillment report lists all orders sold by a particular Customer Service Representative (CSR) that have been submitted to fulfillment but have not been shipped yet.
Customer organizations (operational)
The customer organizations report lists contact information (for example, who to contact, address, phone number) for each organization for which a particular Customer Service Representatives (CSR) is responsible.
Customer territories (operational)
The customer territory report lists the customer territories for which a particular service representatives (CSR) is responsible.
Daily revenue (operational)
The daily revenue report lists the daily revenue for Customer Service Representatives (CSRs) in a particular team.

Customer Service Representative Team (CSR) reports

Revenue, profit and ranking
The revenue, profit, and ranking report details the revenue and profit for a team of Customer Service Representatives (CSRs). It also ranks the team's profit and revenue against other CSR teams.
Price overrides
The price overrides report lists the price overrides that a team of customer service representatives (CSR) has made to particular items. The report includes the total value of the sales and the total values of the adjustments.
Customer organizations (operational)
The customer organizations report lists contact information (for example, who to contact, address, phone number) for each organization for which a particular team of Customer Service Representatives (CSRs) team is responsible.
Customer territories (operational)
The customer territory report lists the customer territories for which a particular Customer Service Representative (CSR) team is responsible.

For more information on WebSphere Commerce Analyzer reports, see the WebSphere Commerce Analysis Guide.

You can also use the reporting framework available with WebSphere Commerce to customize the reports available with WebSphere Commerce Analyzer and Tivoli Web Site Analyzer, or create new reports for use with WebSphere Commerce Analyzer. For more information, see the Reporting framework.

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