Skip to main content

OE-50 CSR Ticket Analysis

This report works in conjunction with the CSR ticket system. This is an Excel export that will give a detailed listing of CSR tickets, along with summaries by CSR and brand showing numbers of tickets and average days to close a ticket.

REPORT PARAMETERS​

  • SORT BY: The report can be sort by invoice, CSR, or brand.
  • SALESPERSON: This option will let you select one or multiple salespeople. Access to this is based on security.
  • PRODUCT: This option will let you select one or multiple products.
  • BRAND: This option will let you select one or multiple brands.
  • STATUS: This is the invoice status; the options are All, Open and Finished.
  • DATE TYPE: The options are Start, Created, or Finished.
  • Date From & Date To: This is based on the status and date type selected. I.E. “Finish Date” if the status and date type is set to Finished and, if the status is set to Open, then it will be either “Invoice Start Date” or “Invoice Created Date”.
  • Cancel: Click Cancel to cancel the report.
  • Excel: You can export this report to Excel.

This report is broken out to 3 different reports. I.E. detailed report, CSR summary and brand summary.

Detailed Report: On the detail tab, you see every invoice and its current status. Depending if the report was run on Finish Date or one of the other dates, you will expect to see incomplete calls when using start date or created date.

CSR Summary: This tab gives you details how each CSR is doing compared to the others. It tracks how many tickets were opened, closed, and average days to close.

Brand Summary: This tab looks at brand. We see by brand what the complaints have been, the service that was performed along with opened/closed and average days numbers.

Click for more information on the CSR Ticket System.