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Reports Breakdown- CSR Guide

Reports Breakdown

Management Reports (Left Column)

This category focuses on high-level operational oversight, financial tracking, and system logs.

  • Key Focus Areas: Financial reconciliation, notification logs, and recurring plan activity.
  • Notable Reports:
    • Activation Report (PC61): For tracking new service sign-ups.
    • Payment Reports (PC655, PC553): For financial auditing and store-level revenue.
    • Prepaid Renewed/Next Renew (PC670, PC671): Essential for managing retention and predicting future revenue.
    • OSS API Log (PC742): Technical diagnostic log for system integrations.

Customer Reports (Center Column)

This category is the most granular, focusing on individual account status, payment history, and lifecycle events.

  • Key Focus Areas: Troubleshooting specific accounts, tracking payment failures, and managing customer account status changes.
  • Notable Reports:
    • Account Activations Report (PC962): Detailed account-level activation data.
    • Payment Declined Report (PC932): Critical for proactive billing collections.
    • Customers Reactivation/Disconnection Reports (PC139, PC157): For tracking churn and restoration activity.
    • Wallet/Balance Reports (PC935, PC619): For managing customer prepaid balances.

Agent Reports (Right Column)

This category is dedicated to workforce management and individual performance metrics.

  • Key Focus Areas: Employee productivity, compliance, and training efficacy.
  • Notable Reports:
    • Activity Report (PC191): General overview of agent tasks.
    • Agent Order Report (PC789): Measures sales volume by agent.

    • Enrollment/Handover Activity (PC151, PC152): Monitors how efficiently agents are moving customers through the enrollment and handover funnel.

Best Practices

  • If you are investigating a billing dispute: Start in the Customer Reports column (check Payment Detail Report PC951).
  • If you are checking team performance: Go directly to the Agent Reports column (check Enrollment Activity Report PC151).
  • If you are reconciling revenue for the day/month: Utilize the Management Reports column (check Invoice Report PC693 or Sales Channel Report PC131).