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:
Start and End Date: Search for actions within the selected dates and times
Campaign: The campaign customers are within
Campaign Category: Filter to a campaign category
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
Base Currency: Filter by a specific currency
Country: Filter by a specific country
Actions: see below
Partial - Incomplete order
New Sale Declined - New sale transaction not successful
New Sale Success - Successful new sale transaction
QA Declined - Quality assurance declined
QA Approved - Quality assurance approved
QA Pending - Order set to QA pending
Trial Started - Started recurring trial
Rebill Started - Rebill initiated
Trial Completed - Customer completed trial
Trial Failed - Trial transaction not successful
Rebill Forced - A user forced the rebill to occur immediately
Rebill Success - Rebill success
Rebill Failed - Rebill declined
Rebill Completed - Completed all billing cycles
Recycle Saved - Successful recycle billing transaction
Recycle Failed - Recycle billing transaction not successful
Order Reshipped - A user reshipped the fulfillment for an order
Void - A user voided a transaction on an order
Order Cancelled - Cancelled order
Rebill Restarted - Rebill restarted
Agent Note - Note added by agent
Customer Updated - Updated customer information
Purchase Updated - Updated recurring purchase
Order Updated - Updated order information
Fulfillment Updated - Updated the fulfillment record
Fulfillment Bundled - Fulfillment were bundled before sending to fulfillment house
Fulfillment Captured - Tied to customer history messages for capture on shipment being successful
Refunded - Successful refund transaction
Refund Failed - Refund transaction failed
Blacklisted - Customer added to blacklist
Chargebacked - Chargeback transaction
Membership Started - Customer added to membership (plugin)
Membership Cancelled - Customer removed from membership (plugin)
Membership Restarted - Customer restarted membership (plugin)
Autoresponder - Email sent to customer
SMS Autoresponder - SMS sent to customer
Trial Skipped - Cancelled recurring trial
Rebill Cancelled - Cancelled recurring purchase
Restart Billing - Billing cycle restarted
Rma Pending - Fulfillment set to pending return
Order Returned - Return received from customer
Order Shipped - Fulfillment shipped
Order Failed - Fulfillment failed
Order Frozen - Permanent hold on fulfillment
Account Update Success - Card was updated via CardSync
Account Update Failure - Card was not updated via CardSync
Fraud Result - A fraud result was given by a fraud plugin
Consent Received - Customer gave consent to rebill (Express Consent only)
Consent Denied - Customer denied consent to rebill (Express Consent only)
Fulfillment Address Hold - Fulfillment on hold at fulfillment house due to address validation
Order Export Successful - Order was exported via webhooks
Order Export Failed - Webhook export failed
Fulfillment Item Updated - The fulfillment item was changed or updated
Address Verify Success - Address was verified by SmartyStreets
Address Verify Failed - Address was not verified by SmartyStreets
Tax Collection Failed - Tax reconciliation failed
Fulfillment Cancel Failed - Fulfillment could not be automatically cancelled at fulfillment house
Tax Calculation Failed - Request to tax service plugin resulted in an error
...
Click on the Total amount of the action you are searching to see the Details tab:
...
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