CSR Activity Breakdown Report

For a specified period (the report timeframe), this report provides a data table that lists each customer service activity for one selected CSR or for all CSRs, along with associated activity-related data.

If you have the privileges to see this report, for example, if you are a CSR administrator, select the user (CSR) whose data you want to see, or you can select All to see data for all CSRs. Click the down arrow at the right of the Users drop-down selection field to see the comprehensive list of CSR users from which you can select.

You can also set the timeframe for the report, the period of time that the report data covers.

The data table shows, for each activity completed by a CSR, the following data:

Date/Time
The date and time of the CSR activity.
CSR Name
The name of the CSR. Note that the names of all who perform a CSR activity are recorded, regardless of their assigned role or privileges.
Customer First Name
The first name of the customer whose record is affected by an activity, based on the record data. (can be abbreviated or absent.)
Customer Last Name
The last name of the customer whose record is affected by an activity, based on the record data. (can be abbreviated or absent.)
Customer Email
The email of the customer whose record is affected by an activity, based on the record data.
Activity ID
The unique, CRMS-assigned identification number for the activity.
Value
For some -- not all -- activity actions (see next field description), a value is added. For example:
  • For Deactivate account, the Value column displays an I.
  • For Reactivate account, the Value column displays an A.
  • For Added customer points, the Value column displays the number of points.
Activity Action Note
The name of the activity performed by the CSR. Here is a partial list (samples) of possible CSR activities:
  • Deactivate account
  • Reactivate account
  • Added customer points
  • Updated customer info
  • Added loyalty card
  • Enrolled Customer
  • Unenrolled Customer
  • Added customer points
  • Created customer info