Client Performance Report Definitions
You can view Sales performance using the Client Performance Report. You can sort by
Client, Script, Campaign, Media Buyer, Media Types, Product Group, Team or Location. Select "Show Inactive" boxes to view inactive information in filters, and any miscellaneous checkboxes as applicable.
The report will display the following columns: Calls In, Calls Answered, Short Calls, Abandoned Calls, Short Abandoned Calls, Abandon Rate, Orders, Close Rate, Xsell Count, Xsell percentage, Upsell Count, Upsell Percentage, Add on Count, Add on Percentage, Rush Count, Rush Percentage, Auto Count, Auto Percentage, Product Rev, Average Ticket, Total Rev, Total Average Ticket, and Rev per call.
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Client Performance Report Column Definitions
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# In
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Number of calls that came into the call collector
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# Ans
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# In - # Drp - # Shrt
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# Short
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Number of calls that are 15 seconds or less (or the short call duration set up for the script) that are not abandoned.
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# Aban
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Number of dropped calls in the call collector
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# Short Aban
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Number of calls that are 15 seconds (including ring time based on checkbox) or less (or the short abandon duration set up for the script) that are abandoned.
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% Aban Rate
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If 'Including Short Aban in Aban %' is checked then # Aban / # In else (# Aban - # Short Aban) / # In
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# Ords
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Number of orders for that grouping level
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% Close Rate
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# Ords / # Ans
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# XSell
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Based on system preference will either be number of XSL items on each order or number of orders that had at least one XSL item
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% XSell
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# XSL / # Ords
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# Up Sell
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Based on system preference will either be number of USL items on each order or number of orders that had at least one USL item
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% Up Sell
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# USL / # Ords
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# Add On
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Based on system preference will either be number of ADD items on each order or number of orders that had at least one ADD item
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% Add On
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Based on system preference will either be # ADD / # Ords or # ADD / # CC Orders (Net Orders)
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# Rush
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The number of orders that had at least one RSH item or item that was rushed (isRush bit set to true)
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% Rush
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Based on system preference will either be # RSH / # Ords or # RSH / # CC Orders (Net Orders)
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# Auto/CTY
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The number of orders that had at least one CTY item or item that spawned an autoship sequence
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% Auto/CTY
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Based on system preference will either be # CTY / # Ords or # CTY / # CC Orders (Net Orders)
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$ Prd Rev
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Quantity * UnitPrice of the orders
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$ Avg Tkt
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$ Prd Rev / # Ords
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$ Total Rev
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(Quantity * UnitPrice) + Shipping of the orders
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$ Total Avg Tkt
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$ Total Rev / # Ords
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$ Rev Per Call
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$ Total Rev / # Ans
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FILTERS
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Date Range
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The date the call/order came in
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Showing Held Items
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Whether or not to include items in 'Item Reg. Hold' status
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Showing Cancelled Items
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Whether or not to include items in 'Item Cancelled' status
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Showing Add ons
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Whether or not to include add on items
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Showing Ship Cancelled Items
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Whether or not to include items in 'Item Shipment Cancelled'
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Showing Batch Entered Orders
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Whether or not to include items from orders that were batch entered
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Including Short Aban in Aban %
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Whether or not to include the short abandons in the abandon %. Checked would be # Aban / # In, unchecked would be (# Aban - # Short Aban) / # In
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One Decimal Place
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When checked the percentages will only have one decimal place (100.0%). Unchecked they will have three decimal places (100.000%)
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Showing unpaid CC/EC non service only items
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When checked only show items with a successful payment transaction or auth on cc orders, all items on orders with a payment type that is not a credit card, and service only items. When unchecked show all items.
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Include Ring in Short Aban Calc
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Whether or not to add the ring duration to the call duration to determine a short abandon.
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Client
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The client of the source of the call/order
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Script
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The script of the source of the call/order
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Campaign
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The campaign of the source of the call/order
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Media Buyers
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The media buyer of the source of the call/order
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Media Type
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The media type of the source of the call/order
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Product Group
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The product group of the items on the order
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Team
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The team of the employee who took the call/order
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Location
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The location of the call/order
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GROUPING
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Campaign
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The campaign of the source of the call/order
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Client
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The client of the source of the call/order
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Date
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The date the call/order came in
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DNIS
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The DNIS of the source of the call/order
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Fiscal Week
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The fiscal week the call/order came in
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Hour
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The hour the call/order came in
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Media Type
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The media type of the source of the call/order
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Script
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The script of the source of the call/order
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Source
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The name of the source of the call/order
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Attachments
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