In our business, we often encounter duplicate or test orders that skew our closing percentage to the point where we can no longer rely on the report’s accuracy. For example, these orders alone have impacted our reported close rate by 10-30%. If the report allowed customization to exclude certain cancellation types — such as duplicates, test orders, or other internal entries — we could better assess performance. Additionally, having the flexibility to filter cancellation types would be valuable for times when we need to evaluate all cancellations, including those like "unable to reach" or failed closings, while still excluding irrelevant cancellations like canceled contracts that aren’t call agent-related. Currently, the report includes all cancellations without distinction, which has required extensive manual review across multiple reports and call logs to uncover discrepancies. In one instance, our report initially showed a concerning 43% close rate. After excluding duplicates and test orders, our actual close rate improved to 68%. Further refinement to remove non-agent-related cancellations ultimately revealed a 77% close rate — a significant difference that has a major impact on our understanding of business performance. Adding customizable filters for cancellation types would greatly improve our ability to track meaningful metrics and make informed decisions. We believe this enhancement could benefit many ISN users facing similar challenges. Thank you for considering this suggestion. I’d be happy to provide additional details if needed.
