This report is for OLX calls placed on a source with a call type of 'Customer Service'. For an RMA or Instant Credit item to be reported on the item has to be tied to the CS call. This happens automatically when the call entry window is open while the RMA or Instant Credit item is created.
| CS Performance Report Column Definitions | |
| # Ans | The number of calls in the date range on a source with a call type of 'Customer Service' |
| # Save | The number of calls with a disposition that starts with 'Save' |
| % Save | # Save / # Ans |
| # Cancel | The number of calls with a disposition that starts with 'Cancel' |
| % Cancel | # Cancel / # Ans |
| # Other | The number of calls with a disposition that does not start with 'Save' or 'Cancel' |
| % Other | # Other / # Ans |
| # Ord | The number of orders in the date range on a source with a call type of 'Customer Service' |
| $ Rev | (Quantity * UnitPrice) + Shipping for all items that are not of type XSL or USL |
| # USL | 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 |
| $ USL Rev | (Quantity * UnitPrice) + Shipping for all items that are of type USL |
| # XSL | 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 |
| $ XSL Rev | (Quantity * UnitPrice) + Shipping for all items that are of type XSL |
| $ RMA Rev | (Quantity * UnitPrice) + Shipping for all items added to the order in an RMA Open CS Event |
| $ Inst Crd Rev | (Quantity * UnitPrice) + Shipping for all items added to the order in an Instant Credit CS Event |
| $ Tot Rev | $ Rev + $ USL Rev + $ XSL Rev |
| $ Tot USL Rev | $ RMA Rev |
| $ Tot Credit Rev | $ Inst Crd Rev |
| FILTERS | |
| Date Range | The date the call/order came in |
| Showing Addons | Whether or not to include add on items |
| Showing Cancelled Items | Whether or not to include items in 'Item Cancelled' status |
| Showing Batch Entered Orders | Whether or not to include items from orders that were batch entered |
| Showing Ship Cancelled Items | Whether or not to include items in 'Item Shipment Cancelled' |
| Showing Imported Calls | Whether or not to include calls that were imported |
| Client | The client of the source of the call/order |
| Campaign | The campaign of the source of the call/order |
| Media Type | The media type of the source of the call/order |
| Product Group | The product group of the items on the order |
| Team | The team of the employee who took the call/order |
| Employee | The employee who took the call/order |
| GROUPING | |
| Campaign | The campaign of the source of the call/order |
| Client | The client of the source of the call/order |
| Date | The date the call/order came in |
| DNIS | The DNIS of the source of the call/order |
| Employee | The employee who took the call/order |
| Fiscal Week | The fiscal week the call/order came in |
| Hour | The hour the call/order came in |
| Media Type | The media type of the source of the call/order |
| Promo Code | The promo code of the call/order |
| Team | The team of the employee who took the call/order |