Customer Service Activity Report Definitions

Customer Service Activity Report Definitions

Info
Module: Reports
Path: Reports > Customer Service Reports > Customer Service Activity Report 
Topic: Customer Service Activity Report 
Version(s):  5.1 and up
Editions: All

What Is Customer Service Activity Report 

  1. Customer Service Reports                          
    1. Customer Service Activity - Display notes and customer service activity grouped by date, agent, and activity type.

Making The Connection

Where Will I See This Within OLX?

This report shows all CS Events created on the Customer record in the given date range and information pertaining to them.

What Imports/Exports Relate to Customer Service Activity 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.
Date Range
Date the CS Event was created
Report Layout
3-layer filter to display report data (see Grouping below)

example if set to Activity/Campaign/Client:

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
Whether or not the CS Event is complete
  1. Complete
    1. cs event has been marked completed and can no longer be edited
  2. Not Complete
    1. cs event has not been marked completed and is in an editable state
Format
(only shows when setting up a schedule)
This is the format that the report will export in:
  1. PDF
  2. Excel
  3. CSV
The client of the source of the order attached to the CS Event (if not available then the last order for the customer)
Show Inactive (Client)
Show in the report:
  1. Checked - show active and inactive Clients
  2. Unchecked - only show active Clients
The script of the order attached to the CS Event (if not available then the last order for the customer)
Show Inactive (Script)
Show in the report:
  1. Checked - show active and inactive Script
  2. Unchecked - only show active Script
The campaign of the source of the order attached to the CS Event (if not available then the last order for the customer)         
Show Inactive (Campaign)
Show in the report:
  1. Checked - show active and inactive Campaigns
  2. Unchecked - only show active Campaigns
The team of the employee the CS Event is assigned to
The employee the CS Event is assigned to
Show Inactive (Employee)
Show in the report:
  1. Checked - show active and inactive Employees
  2. Unchecked - only show active Employees
The type of CS Event
Show Inactive (Activity)
Show in the report:
  1. Checked - show active and inactive Activity
  2. Unchecked - only show active Activity
Reason code of the CS Event (if applicable)


Grouping/Report Layout

Layout
Definition
The type of CS Event
The campaign of the source of the order attached to the CS Event (if not available then the last order for the customer)
The client of the source of the order attached to the CS Event (if not available then the last order for the customer)
Customer
The name of the customer the CS Event is attached to
Date
Date the CS Event was created
The employee the CS Event is assigned to
Hour
Hour the CS Event was created
The product group of the item attached to the CS Event (if available)
The script of the order attached to the CS Event (if not available then the last order for the customer)

 Column Definitions

Column
Definition
Customer Name/Count
Customer name the CS Event was assigned to or count and percent of grouping level
OrderID
Order ID of the order the CS Event was assigned to (if available)
CustomerID
Customer ID the CS Event was assigned to
$ Amount
Dollar amount of the items attached to the CS Event (if applicable)
Reason code of the CS Event (if applicable)
Notes
Notes for the CS Event
Grand Totals
Sum of column(s)

System Activities List

The following is a list of CS Activities you may see and how they are generated:

Activity Name
Code Type
Where in the System
Inbound Call
Add Event
Other
Add Event
Outbound Call
Add Event
Received Email
Add Event
Sent Email
Add Event
sys:Actions Add
ADD_ITEM
sys:Mark as Bad Debt
BAD_DEBT
sys:Actions Process
sys:Actions Refund
sys:Actions Remove Hold
sys:Cancel All Activity For Client
CANCEL_ALL
Tile from Customer Detail
sys:Actions Cancel
CANCEL_ITEM
sys:Actions Hold
CHANGE_HOLD
sys:Actions Rush
CHANGE_RUSH
sys:Account disabled by Agent
CUST PORTAL
sys:Account enabled by Agent
CUST PORTAL
sys:Account invitation date reset
CUST PORTAL
sys:Account login for customer
CUST PORTAL
via Portal
sys:Account password changed by Customer
CUST PORTAL
via Portal
sys:Account password reset requested by Agent
CUST PORTAL
sys:Account password reset requested by Customer
CUST PORTAL
via Portal
sys:Account registered by customer
CUST PORTAL
via Portal
sys:Account registration error
CUST PORTAL
via Portal
sys:Account registration request by Agent
CUST PORTAL
sys:Account registration request by Customer
CUST PORTAL
via Portal
sys:Actions Delete
DELETE_ITEM
sys:Payment Declined 1
DUNNING_LETTER
sys:Payment Declined 2
DUNNING_LETTER
sys: Autoship Cancel
EDIT_AUTOSHIP
sys:Autoship Edit
EDIT_AUTOSHIP
sys:Autoship Put On Hold
EDIT_AUTOSHIP
sys:Autoship Resumed
EDIT_AUTOSHIP
sys:Updated by Sequence
EDIT_AUTOSHIP
sys:Actions Edit
EDIT_ITEM
sys:Actions Mark as Paid
MARK_AS_PAID
sys:Actions Mark as Shipped
MARKSHIP_ITEM
sys:Actions Reship
RESHIP_ITEM
sys:Actions Resubmit
RESUBMIT_ITEM
sys:Cancel Expired RMA
RMA_CLOSE
sys:Close RMA
RMA_CLOSE
sys:Instant Credit
RMA_OPEN
sys:Open RMA
RMA_OPEN
sys:Installment Notification
UPCOMING_NOTIFICATIONS
sys:Subscription Notification Upcoming Notification
UPCOMING_NOTIFICATIONS
sys:Add Address Profile
sys:Add Autoship Order Profile
sys:Add Payment Profile
sys:Cancel Pre-authorization
sys:Cancellation Outcome
sys:CS Email Sent
sys:CS Event Edited/Deleted
sys:Edit Address Profile
sys:Edit Authorization
sys:Edit Autoship Order Profile
sys:Edit Bill to
sys:Edit Campaign
sys:Edit Payment Info
sys:Edit Payment Profile

sys:Edit RMA
sys:Edit Ship to
sys:Held for Verification
Sys:Item Held For Review
sys:Order created from exception
sys:Order Delete
Sys:Order Held For Review
sys:Payment released early
sys:Payment skipped
sys:Payment Viewed
sys:Payments rescheduled
sys:Remove Transaction From Batch
sys:Shipping Method Update for Order
sys:Survey Edit
Survey
sys:View Payment Details
sys:View Payment Profile Details
sys:Void Authorization



Copyright 2019
Revised 6.04.2026

    • Related Articles

    • Contact Customer

      Module: Contact Customer Path: Customer Detail > Customer Interaction > Correspondence tab Topic: Contact Customer Version(s): Version 5.1 R21 and later Editions: Commerce & Call Center What is the Contact Customer Feature? The Correspondence tab on ...

    • Daily Activity Dashboard Report

      Module: Reports Path: Reports > Processing Reports > Daily Activity Dashboard Topic: Daily Activity Dashboard Version(s): 5.1 and up Editions: All What Is Daily Activity Dashboard The Daily Activity Dashboard displays Orders, Payments, and Shipments ...

    • Customer Service Overview Desktop

      Module : Customer Service Overview Desktop Topic : Page Overview Version(s) : Version 5.1 and up Editions : Standard, Commerce, Call Center Customer Service Overview The Customer Service Overview Desktop is where Customer Service can lookup customers ...

    • CS Activity Codes

      Module: Company Data Path: Company > Company > CS Activity Topic: Customer Service Activity Codes Version(s): Version 5.1 and up Editions: All Editions What Are CS Activity Codes? Customer Service Activity Codes are custom codes to help organize ...

    • Item Status Report Definitions

      Module: Reports Path: Reports > Customer Service Reports > Item Status Report Topic: Item Status Report Version(s): 5.1 and up Editions: All What Is Item Status Report Customer Service Reports Item Status - Lists order items by their processing ...