CS Performance Report Definitions

CS Performance Report Definitions

Info
Module: Reports
Path: Reports > Performance Reports > CS Performance Report 
Topic: CS Performance Report
Version(s):  5.1 and up
Editions: All

What Is CS Performance Report

  1. Performance Reports
    1. CS Performance Report - Show Saves and Cancels for CS Calls.

Making The Connection

Where Will I See This Within OLX?

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.

What Imports/Exports Relate to CS Performance Report?

  1. At this time there are no imports/exports related to the report

Setup


Preview



You'll notice control buttons displayed just above the results. Review Report Tools (orderlogix.com) article for more information on how to utilize each control button. :
  1. View Report  - Displays results
    1. Displays the toolbar 
  2. Hide Controls - Hides report filters
    1. Show Controls - Displays report filters
  3. Show Schedules  - Displays schedule editor
    1. Format filter will display at top of screen
    2. Delivery and Encryption tabs will display on bottom left of screen
  4. Show Instances - Displays list of previously ran and pending reports. Click on the status to review the job log.
  5. Close  - Close out of the report popup.

Report Definitions

Using Calendar Icon to Set Date(s) is a good article to review when running reports manually or scheduling for automation.

Filters

Filter
Definition
Date Type
  1. User Selected
    1. Allows the user to select any calendar day for start and end range.
  2. Last Week (S)
    1. The previous week starting with Sunday will automatically be set in the Date Range
  3. Last Week (M) 
    1. The previous week starting with Monday will automatically be set in the Date Range
  4. This Quarter
    1. Date Range will set to the current quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  5. Last Year
    1. Jan 01 of previous year to Dec 31 of previous year
  6. Last Month
    1. Day one of previous month to the last day of the previous month
  7. This Week (S) - Sunday
    1. Current week from Sunday to the following Saturday
  8. This Week (M) - Monday
    1. Current week from Monday to the following Sunday
  9. This Month
    1. First day of current month to last day of current month
  10. This Week to Date (S) - Sunday
    1. Sunday of current week to current date
  11. This Week to Date (M) - Monday
    1. Monday of current week to current date
  12. This Month to Date
    1. First day of current month to current day
  13. Tomorrow
    1. Current day plus one
  14. Now to End of Week (S) - Sunday
    1. Current day the next Sunday
  15. Now to End of Week (M) - Monday
    1. Current day to the next Monday
  16. Now to End of Month
    1. Current date to last day of the current month
  17. Now to End of Year
    1. Current date to Dec 31 (current year)
  18. Last Quarter
    1. Date Range will set to the previous quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  19. This Quarter To Date
    1. Date Range will set to the current quarter based off the current date up to the current dates data:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  20. Year to Date
    1. Jan 01 (current year) to current date
Fiscal Week
(only shows during manual run when utilizing User Selected Date Type above)
This will set the below Date Range to the Monday - Sunday date range selected from this drop down.
Calendar date selection based off above Date Type or can be manually set if using User Selected
Expand
  1. None
    1. will not expand any of the selected groupings and only show the first layer of the Groupings set in Report Layout
  2. One
    1. will expand only the first Grouping to display the first and second layer of the Groupings set in Report Layout
  3. Two
    1. will expand all Groupings to display all layers of the Groupings set in Report Layout
Report Layout
3-layer filter to display report data (see Grouping below)

example if set to Campaign/Client/Date:

Format
(only shows when setting up a schedule)
  1. This is the format that the report will export in:
    1. PDF
    2. Excel
    3. CSV
The client of the source of the order
Show Inactive (Client)
Show in the report:
Checked - show active and inactive Clients
Unchecked - only show active Clients
The campaign of the source of the order
Show Inactive (Campaign)
Show in the report:
Checked - show active and inactive Campaigns
Unchecked - only show active Campaigns
Media type of the source of the order
The product group of the items on the order
The team of the employee who placed the order
The employee who placed the order
Show Inactive (Employee)
Show in the report:
Checked - show active and inactive Employees
Unchecked - only show active Employees
Do Not Show Cncld Items
Show in the report:
Checked - do not include items in 'Item Cancelled' status in the results.
Unchecked - include items in 'Item Cancelled' status in the results. 
Do Not Show Ship Cncld Items
Show in the report:
Checked - do not include items in 'Item Shipment Cancelled' status in the results.
Unchecked - include items in 'Item Shipment Cancelled' status in the results. 
Do Not Show Add ons
Show in the report:
Checked - do not include add on items
Unchecked - include add on items
Do Not Show Batch Ords
Show in the report:
Checked - do not show calls that are part of a data entry batch
Unchecked - show calls that are part of a data entry batch
Do Not Show Imported Calls
Show in the report:
Checked - do not show Imported Calls
Unchecked - show Imported Calls



Grouping/Report Layout

Grouping
Definition
The campaign of the source of the call/order
The client of the source of the call/order
The date the call/order came in
The DNIS of the source of the call/order
The employee who took the call/order
Fiscal Week
The fiscal week the call/order came in
The hour the call/order came in
The media type of the source of the call/order
The promo code of the call/order
The team of the employee who took the call/order



 Column Definitions

Column
Definition
# 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






Copyright 2019
Revised 5.01.2026





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