Customer Service Report

This report can be found under Reports|Call Center|Customer Service

This report can be used to track all customer activity done in the system. You can see action done by the system as well as any user in relation to a customer's profile.

Choose which filters to refine down search:

• Choose the defaulted date ranges or specific dates.

• Campaign: The campaign customers are within

• Product: The specific product customer bought

• Call Center: The call center the customer came through.

• User: The user within the CRM that did the actions.

• Access Level: Admin/ Customer Service Agent / Affiliate/ API User/ CS Admin/ Sales Rep

• Actions:

1. Partial - incomplete order

2. New Sale Declined - New sale transaction not successful

3. New Sale Success - Successful new sale transaction

4. QA Declined - Quality assurance declined

5. QA Approved - Quality assurance approved

6. QA Pending - Order set to QA pending

7. Trial Started - Started recurring trial

8. Rebill Started - Rebill initiated

9. Trial Completed - Customer completed trial

10. Trial Failed - Trial transaction not successful

11. Rebill Success - Rebill success

12. Rebill Failed - Rebill declined

13. Rebill Completed - Completed all billing cycles

14. Recycle Saved - Successful recycle billing transaction

15. Recycle Failed - Recycle billing transaction not successful

16. Order Cancelled - Cancelled order

17. Rebill Cancelled - Cancelled recurring purchase

18. Rebill Restarted - Rebill restarted

19. Agent Note - Note added by agent

20. Customer Updated - Updated customer

21. Purchase Updated - Updated purchase

22. Order Updated - Updated order

23. Fulfillment Updated - Updated fulfillment

24. Refunded - Successful refund transaction

25. Refund Failed - Refund transaction failed

26. Blacklisted - Customer added to blacklist

27. Chargebacked - Chargeback transaction

28. Membership Started - Customer added to membership

29. Membership Cancelled - Customer removed from membership

30. Membership Restarted - Customer restarted membership

31. Autoresponder - Email sent to customer

32. Trial Skipped - Cancelled recurring trial

33. Restart Billing - Billing cycle restarted

34. Rma Pending - Fulfillment set to pending return

35. Order Returned - Return received from customer

36. Order Shipped - Fulfillment shipped

37. Order Failed - Fulfillment failed

38. Order Frozen - Permanent hold on fulfillment

39. Rebill Forced - Next bill forced for immediate charging

40. Pending - Fulfillment has been received by the fulfillment house but hasn't been sent

41. Oder Reshipped - Fulfillment reshipped

42. Void - Order has been voided

• Hide System Actions - Hide all action done by system(API calls included)

• Agent Notes Only - Hides all actions unless they are done by an agent

• The actions seen above are also the ones that will display with the Summary section of this report:

On the right of this report you can see totals of all the actions performed.

Customer Service Report Details

Summary

• Action: Type of Action initialized by User

• Total: # of records affected by Action

Details

• Username - The user who did the actions

• Customer - The name of the customer that action was completed on

• Actions - What was actually done

• Message - Manual agent notes or system generated notes

• Access Level - The access level of the user who did the action

• Date Created - Date the action was done

• Is Note - Will display with a note if agent manually put in a note