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. The reports in this category may contain information that is either based on individual customer service representatives or on an entire 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, install and configure WebSphere Commerce Analyzer to use and view these reports. Operational customer service reports are available without installing WebSphere Commerce Analyzer.
These reports are accessible by the following user roles: Sellers, Customer Service Supervisors, Sales Managers, Channel Managers. Note that the Customer Service Representative will only have access to Personal revenue, profit and ranking report.
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 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 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 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 CSR. The report also lists the price quotes to orders conversion rate.
- Price overrides
- The price overrides report lists the price overrides that a CSR has made to particular items.
- Price overrides summary
- The price overrides summary report lists the totals of all price overrides that a 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 CSR or for all CSRs in a team.
- Shipped orders
- The shipped orders report lists all orders submitted by a particular CSR that have been shipped.
- Orders pending fulfillment
- The orders pending fulfillment report lists all orders sold by a particular 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 CSR is responsible.
- Customer territories (operational)
- The customer territory report lists the customer territories for which a particular CSR is responsible.
- Daily revenue (operational)
- The daily revenue report lists the daily revenue for CSRs in a particular team.
Customer Service Representative Team reports
- Revenue, profit and ranking
- The revenue, profit, and ranking report details the revenue and profit for a team of 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 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 CSRs team is responsible.
- Customer territories (operational)
- The customer territory report lists the customer territories for which a particular CSR team is responsible.
You can also use the reporting framework available with WebSphere Commerce to customize the reports available with WebSphere Commerce Analyzer, or create new reports for use with WebSphere Commerce Analyzer. For more information, see the Reporting framework.
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