Standard reporting in Kustomer

The Revenue report provides insight on what revenue should be directly attributed to your support team for those scenarios in which they guided your customers through or influenced the purchase process.

In this article

• Understand attribution criteria
• Metrics
• Agent Breakdown table
• Channels Breakdown table

Understand attribution criteria

To access the Revenue report, go to Reportingand then select Revenue.

The Revenue report functions on the concept of order attribution - meaning that when an order is created in the Kustomer platform, we run a set of attribution criteria to determine whether or not your team members had an opportunity to influence the purchase journey.

Attribution criteria are the conversation attributes that are evaluated against when a Shopify order is created that determine whether or not it can be considered attributable to a team member.

By default, when a Shopify order is created, we look back to see if the same customer had a conversation last marked done within the previous 5 days. If there are conversations found, we then check to ensure they are currently in a done status, with at least one inbound message, and have the last done created by field set before establishing a link to a member of your team, defaulting the attribution to the last member of your team to mark this conversation as done.

At the data layer, the criteria used is summarized below:

• conversation.lastDoneCreatedAt is greater than or equal to shopifyOrder.createdAt minus 5 days
• conversation.customerId is equal to the shopifyOrder.customerId
• conversation.status is equal to done
• conversation.inboundMessageCount is greater than or equal to 1
• conversation.lastDoneCreatedBy is set

If an order is returned or discounted post-purchase, we will update the amount attributed to your team members accordingly.

You can filter  your report by the team member to which the revenue is attributed or the channel.

Metrics

The following metrics are shown:

• CX Total Revenue is the sum of revenue from all orders that met the criteria for attribution to your team members.
  
  
• CX Total Orders is the count of orders that met the criteria for attribution to your team members.
  
  
• CX Average Order Value is the average revenue value from all orders that met the criteria for attribution to your team members.
  
  
• CX Conversation Rate the percentage of eligible conversations that resulted in an order being attributed to your team members.

Agent Breakdown table

This table shows the revenue made during the selected date range broken out by agent.

Channels Breakdown table

This table shows the revenue made during the selected date range broken out by channel.