WebSphere Commerce reports
From the Web Browser perspective you can log onto other WebSphere Commerce tools. One of those tools, the WebSphere Commerce Accelerator, has a reporting function especially for activity related to Customer Service Representatives. These reports can be generated by a Customer Service Representative, a supervisor or a system administrator and used to view performance-based data, such as revenue, sales/orders, price overrides, performance ranking, profit, quotations, organization account and customer territories.
There are two types of customer service reports, business intelligence reports and operational reports, which are used to generate information about an individual Customer Service Representative or a team of Customer Service Representatives.
Business intelligence reports
- Personal Revenue, Profit, and Ranking
- This report provides data about the revenue and profit generated by a specific Customer Service Representative.
- Revenue, Profit, and Ranking
- This report provides data about the revenue and profit generated by Customer Service Representatives or by a particular team of Customer Service Representatives.
- Price Quotes
- This report lists the prices a Customer Service Representative has quoted to customers.
- Quotes to Order Conversion Rate
- This report lists the number of price quotes per Customer Service Representative that are converted to orders, and the corresponding conversion rate.
- Price Overrides
- This report details price overrides made to items by a particular Customer Service Representative or by a particular team of Customer Service Representatives.
- Price Overrides Summary
- This report lists the total amount of price overrides made by a particular Customer Service Representative.
- Revenue by Product Category
- This report details the revenue by product category by a particular Customer Service Representative.
- Shipped Orders
- This report details the total shipped orders sold by a particular Customer Service Representative.
- Orders Pending Fulfillment
- This report details the orders pending fulfillment sold by a particular Customer Service Representative. These orders have been submitted to fulfillment but have not been shipped yet.
Operational reports
Organization Contact- This report lists the organization contacts assigned to a particular Customer Service Representative or a particular team of Customer Service Representatives.
- Customer Territories
- This report lists the customer territories owned by a particular Customer Service Representative or a particular team of Customer Service Representatives.
- Daily Revenue
- This report details the daily revenue generated by a team of Customer Service Representatives.