Table of Contents
| REQUIRED USER ROLE Administrator or Team Manager |
Reports in the Sunsetting category are marked for deprecation because an enhanced or more recent version of the report is available or another report has taken its place.
Alternate Reports #
Use the list below to determine what report to replace a report in the sunsetting category. Generally speaking, anytime a report’s version moves to the Sunsetting category, you should begin using the non-sunsetting version of the report.
| Sunsetting Report | Alternate | Comments |
| Active Conversation Handle Time | Conversation Summary | Use the “Avg Conversation Handle Time” metric |
| Active Conversation Handle Time by Customer | Conversation Export | Use the “Conversation Handle Time” metric and the “Customer ID” field |
| Agent Utilization | Agent Summary | Use the “Away Time,” “Active Time,” and “Logged In Time” metrics |
| Channel Wait Time | Channel Wait Time (New) | Includes “Within Business Hours” metrics |
| Contact Export | Contact Export (New) | Includes “Within Business Hours” metrics |
| Contact Summary | Contact Summary (New) | Includes “Within Business Hours” metrics |
| Contacts by Agent by Channel | Agent Summary | Use the range of “Contacts Fulfilled,” “Contacts with Contact Handle Time,” or “Contacts Ended” metrics |
| Customers Helped by Channel | Contact Summary | Filter by channel, and use the “Unique Customers with Contact Fulfilled” |
| Declined and Missed Calls by Agent | Agent Summary | Use the “Contact Missed” and “Contact Declined” metrics for Phone Calls |
| Declined and Missed Contacts by Agent | Agent Summary | Use the “Contact Missed” and “Contact Declined” metrics |
| SLA Attainment by Channel | Contact Summary | Filter by channel, and use the “Contacts Fulfilled before SLA” metric or the “Service Level %” metric |
| SLA Percentile | Contact Summary | Use the “Service Level %” metric |
| Topic Usage by Agent | Agent Summary | Use the “Conversation Topic Added” and “Conversation Topic Removed” metrics |
Operational Summary #
| Metric from Sunsetting Report | Alternate Report | Comments |
| Created Conversations | Conversation Export or Conversation Timestamps | Use the count of Conversations in the Conversation Export report. Or, use the count of CONVERSATION/CREATED events in the Conversation Timestamps report. |
| Closed Conversations | Conversation Summary | Use the “Conversations Closed” metric |
| Closed [Channel] Conversations | No alternate report available | Determined that attributing the Conversations to a specific channel does not accurately reflect Conversations that span multiple channels. |
| [Channel] Responded To | Contact Summary | Filter to channel and use the “Contacts Fulfilled by Response” metric |
| Responses | Contact Summary | Use the “Contacts Fulfilled by Response” metric |
| Calls | Contact Summary | Filter to Phone Call channel and use the “Contacts Inbound” metric |
| Chats | Contact Summary | Filter to Chat Channel and use the “Contacts Inbound” metric |
| Incoming [Channel] | Contact Summary | Filter to the channel and use the “Contacts Inbound” metric. Or, use the “Avg. Messages from Customer” metric. |
| Outgoing [Channel] | Contact Summary | Filter to the channel and use the “Contacts Outbound” metric. Or, use the “Avg. Messages from Agent” metric. |
| Responses Over SLA | Contact Summary | Use the “Contacts Fulfilled after SLA” metric |
| % Within SLA | Contact Summary | Use the “Contacts Fulfilled before SLA” metric divided by the “Contacts Inbound” metric |
| Answered Chats | Contact Summary | Filter to Chat Channel and use the “Contacts Fulfilled by Response” metric |
| Answered Incoming Calls | Contact Summary | Filter to Phone Call channel and use the “Contacts Fulfilled by Response” metric |
| Answered Outgoing Calls | Contact Summary | Use the “Contacts Outbound and Answered” metric |
| Declined and Missed Chats | Contact Export | Filter to Chat Channel and use the “Missed” and “Declined” metrics |
| Unanswered Chats | Contact Summary | Filter to Chat Channel and subtract the “Contacts Fulfilled by Response” metric from the “Contacts Inbound” metric. |
| % Abandoned | Contact Summary | Use the “Contacts Abandoned” and “Contacts Inbound” metrics |
| Avg. Close Time | Conversation Export or Contact Export | Use the “Avg Created-to-First Closed Time” or “Avg Created-to-Last Closed Time” metrics in the Conversation Summary report. Or, use the “Created-to-First Closed Time” or “Created-to-Last Closed Time” metrics in the Conversation Export report. |
| Time To Close (Hours) | Conversation Export or Contact Export | Use the “Avg Created-to-First Closed Time” or “Avg Created-to-Last Closed Time” metrics in the Conversation Summary report. Or, use the “Created-to-First Closed Time” or “Created-to-Last Closed Time” metrics in the Conversation Export report. |
| Avg. Wait Time | Contact Summary | Use the “Avg. Queued-to-Fulfilled Time” metric. |
| Wait Time (Hours) | Contact Summary | Use the “Avg. Queued-to-Fulfilled Time” metric. |
| Answered Chat Time (Hours) | Contact Summary | Filter to Chat Channel and use the “Avg. Fulfilled-to-Ended Time” metric |
| Avg. Chat Time | Contact Summary | Filter to Chat Channel and use the “Avg. Fulfilled-to-Ended Time” metric |
| Avg. Incoming Talk Time | Contact Summary | Filter to Phone Call channel and use the “Avg. Fulfilled-to-Ended Time” metric |
| Incoming Call Talk Time (Hours) | Contact Summary | Filter to Phone Call channel and use the “Avg. Fulfilled-to-Ended Time” metric |
| Avg. Outgoing Talk Time | Contact Summary or Contact Export | Filter to Phone Call channel and use the “Avg. Outbound Contact Handle Time” metric in the Contact Summary report. Or, use the “Answered At” and “Ended At” fields in the Contact Export report. |
| Outgoing Call Talk Time (Hours) | Contact Summary or Contact Export | Filter to Phone Call channel and use the “Avg. Outbound Contact Handle Time” metric in the Contact Summary report. Or, use the “Answered At” and “Ended At” fields in the Contact Export report. |
| [Channel] Active Handle Time (Hours) | Contact Summary | Use the “Avg. Inbound Contact Handle Time” metric |
| Avg. [Channel] Active Handle Time (Hours) | Contact Summary | Use the “Avg. Inbound Contact Handle Time” metric |
| Avg. Handle Time for Closed Conversations | Conversation Summary | Use the “Avg Conversation Handle Time” metric |
| Avg. Chat Message Reply Time | Contact Summary | Filter to Chat Channel and use the “Avg. of Avg. Agent Reply Time” metric in the Contact Summary report. Or, use the “Avg. Agent Reply Time” metric in the Contact Export report. |
| Message Wait Time (Hours) | Contact Summary or Contact Export | Filter to Chat Channel and use the “Avg. of Avg. Agent Reply Time” metric in the Contact Summary report. Or, use the “Avg. Agent Reply Time” metric in the Contact Export report. |
| Avg. Chat Message Wait Time | Contact Summary | Filter to Chat Channel and use the “Avg. of Avg. Agent Reply Time” metric in the Contact Summary report. Or, use the “Avg. Agent Reply Time” metric in the Contact Export report. |
| Assigned Messaging Time (Hours) | Agent Summary | Use the “Messaging Work Session Time – Aggregate” metric |
| Assigned or Available Messaging Time (Hours) | Agent Summary | Use the “Messaging Contact Handle Time” or “Messaging Work Session Time – Union” metric |
| Avg. Concurrent Messages | Agent Summary | Use the “Messaging Concurrency” metric |
| Logged In Time (Hours) | Agent Summary | Use the “Logged In Time” metric |
| Utilized Time (Hours) | Agent Summary | Use the “Active Time” metric |
| % Utilized | Agent Summary | Use the “Active Time” metric divided by the “Logged In Time” metric. |
