# Customer Service Report

This report can be found under **Reports** → **Call Center** → **Customer Service**

<figure><img src="https://1103784913-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiAC0G99SjXjSv2GM5PAE%2Fuploads%2FrdXPjtOn8HNcwKcxcJsp%2Fimage.png?alt=media&#x26;token=0e2c786d-a258-4aa1-867b-b8542795f22f" alt=""><figcaption></figcaption></figure>

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.&#x20;
* **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:

43. The More Filters button found in the bottom right of the panel displays the order custom fields filters.

<figure><img src="https://1103784913-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiAC0G99SjXjSv2GM5PAE%2Fuploads%2FCBzc64hHRa8SN6JDppgZ%2Fimage.png?alt=media&#x26;token=03529e2e-3b48-48bf-bcca-e51b990a3405" alt=""><figcaption></figcaption></figure>

&#x20;Order custom field edit details will be shown on the user summary tab:

<figure><img src="https://1103784913-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiAC0G99SjXjSv2GM5PAE%2Fuploads%2Fnzw3ifJgkKVxzR3rjpdJ%2Fimage.png?alt=media&#x26;token=1ffca2af-de1d-4081-9c25-0e2ff5c33aac" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://1103784913-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiAC0G99SjXjSv2GM5PAE%2Fuploads%2Fh5PO7VRBuZwsZj6LcjXk%2Fimage.png?alt=media&#x26;token=2450193a-6c0c-4aed-b561-a3296f33a7c5" alt=""><figcaption></figcaption></figure>

## **Customer Service Report Details** <a href="#customerservicereport-customerservicereportdetails" id="customerservicereport-customerservicereportdetails"></a>

#### **Action Summary** <a href="#customerservicereport-summary" id="customerservicereport-summary"></a>

* **Action:** Type of Action initialized by User
* **Total:** # of records affected by Action

#### **Action Summary** <a href="#customerservicereport-summary" id="customerservicereport-summary"></a>

* Username - The user who did the actions
* Field Name – The name of the order custom field that was changed
* Field Value – The value for the order custom field that was set
* Total – The total number of times that a user has set a field to that value

#### **Details** <a href="#customerservicereport-details" id="customerservicereport-details"></a>

* **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