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 |
| Abandoned Calls | Contact Summary (New) | Use the “Contacts Abandoned” metric |
| Active Conversation Handle Time | Conversation Summary | Use the “Avg Conversation Handle Time” metric |
| Active Conversation Handle Time by Agent | Agent Summary | Use the “Conversation Handle Time” metric |
| Active Conversation Handle Time by Agent by Channel | Agent Summary | Use the “Contact Handle Time” metric broken out by Channel |
| Active Conversation Handle Time by Channel | Contact Summary (New) | Use the “Avg. Inbound Contact Handle Time” metric |
| Active Conversation Handle Time by Customer | Conversation Export | Use the “Conversation Handle Time” metric and the “Customer ID” field |
| Active Conversation Handle Time by Topic | Conversation Export | Use the “Conversation Handle Time” metric and the “Topics” field |
| Agent Available Time | Agent Summary | Use the “Available Time” metric for “Any” or broken out by channel type |
| Agent Performance Summary | Agent Summary | See the table below for the range of metrics |
| 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 |
| Average Conversation Contacts | Conversation Summary | Use the “Avg Count of Contacts” metric |
| Channels in Multichannel Conversations | Conversation Export | Use the “Count of Channels” metric |
| 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 |
| Conversation 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. |
| Conversation Close Time by Agent | No alternate report available | Determined that attributing the Conversation Close Time to a specific Agent does not represent the work done by multiple Agents on the Conversation. |
| Conversation Close Time by Agent by Channel | No alternate report available | Determined that attributing the Conversation Close Time to a specific Agent does not represent the work done by multiple Agents on the Conversation. |
| Conversation Close Time by Channel | No alternate report available | Determined that attributing the Conversation Close Time to a specific channel does not accurately reflect Conversations that span multiple channels. |
| Conversation Data Export (Beta) | Conversation Export | Use the range of metrics |
| Conversation Reassignments | Conversation Export or Conversation Summary | Use the “Avg Count of Inboxes Assigned” and “Avg Count of Agents Assigned” metrics in the Conversation Summary report. Or, use the “Count of Inboxes Assigned” and “Count of Agents Assigned” metrics in the Conversation Export report. |
| Conversation Reassignments Received by Agent | Agent Summary | Use the “Contact Transferred To” metric |
| Conversation Reassignments Sent by Agent | Agent Summary | Use the “Contact Transferred From” metric |
| Costly Conversations | Conversation Export | Use the “Conversation Handle Time” metric |
| Created and Closed Conversations | Conversation Export, Conversation Summary, or Conversation Timestamps | Use the count of Conversations created and closed in the Conversation Timestamps report. Or, use the “Created At”, “First Closed At”, and “Last Closed At” metrics in the Conversation Export report. Or, use the “Conversations Closed” metric in the Conversation Summary report. |
| Created and Closed Tasks | Task Export, Task Summary, Task Timestamps | Use the Task Timestamps report for the most granularity. Use the count of Task Export for created. Use the “Count Total” metric in Task Summary for last closed. |
| Created and Closed Tasks by Agent | Agent Summary | Use the “Task Created” and “Task Closed” metrics |
| Customer Wait Time by Channel | Contact Summary | Use the “Queued to Fulfilled” metric |
| Customers Helped by Agent | Agent Summary | Use the “Contact Fulfilled” metric |
| 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 |
| First Contact Resolution | Conversation Summary | Use the “% FCR” metric. Note that the methodology for calculating FCR has been updated. |
| Inbound Contacts | Contact Export, Contact Summary | Use the total count from Contact Export, or use the “Contacts Inbound” metric from Contact Summary |
| Inbound Contacts by Channel | Contact Export, Contact Summary | Filter by channel, and use the total count from Contact Export, or use the “Contacts Inbound” metric from Contact Summary |
| Inbound Contacts by Customer | Contact Summary | Use the “Unique Customers with Inbound Contact Ended” metric |
| Inbound Contacts by Customer by Channel | Contact Summary | Filter by channel, and use the “Unique Customers with Inbound Contact Ended” metric |
| Multichannel Conversation Combinations | Conversation Export or Contact Export | Use the “First Channel”, “Second Channel”, “Third Channel”, and “Last Channel” metrics in the Conversation Export report. Or, use the “Channel” and “Conversation ID” fields in the Contact Export report. |
| Multichannel Conversations | Conversation Summary | Use the “% Multichannel” metric |
| Reopened Conversations | Conversation Export, Conversation Summary, or Conversation Timestamps | Use the count of Conversations reopened in the Conversation Timestamps report. Or, use the “Times Reopened” metric in the Conversation Export report. Or, use the “Avg Times Reopened” metric in the Conversation Summary report. |
| 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 |
| Task Activity by Agent | Agent Summary | Use the “Task Created,” “Task Reopened,” and “Task Closed” metrics |
| Task Close Time | Task Summary | Use the “Avg Created-to-First Closed Time” and “Avg Created-to-Last Closed Time” metrics |
| Task Close Time by Agent | No alternate report available | Determined that attributing the Task Close Time to a specific Agent does not represent the work done by multiple Agents on the Task. |
| Topic Usage by Agent | Agent Summary | Use the “Conversation Topic Added” and “Conversation Topic Removed” metrics |
| Transferred Calls | Contact Export | Filter on Phone Call channel, and use the total of “Transferred” metric |
| Transferred Calls Received by Agent | Agent Summary | Use the “Contact Transferred To” metric for Phone Calls |
| Transferred Calls Sent by Agent | Agent Summary | Use the “Contact Transferred From” metric for Phone Calls |
Agent Performance Summary #
| Alternate Report | Comments |
| Agent Summary | Use the “Contact Fulfilled”, “Contact Ended”, or “Message Sent” metric |
| Agent Summary | Use the “Conversation Closed” metric |
| Agent Summary | Use the “Active Time” metric |
| Agent Summary | Use the “Logged In Time” metric |
| Agent Summary, Agent Durations | Use the “Away Time” metric (in Agent Summary) for total, and the “Away” durations (in Agent Durations) for breakdowns by reason |
| Agent Summary | Use the “Conversation Handle Time” metric |
| Agent Summary | Use “Contacts with Contact Handle Time” and “Contacts with After Contact Time” |
| Agent Summary | Use the “Contact Handle Time” metric |
| Agent Summary | Use the “Contact Ended” (by channel) metrics |
| Agent Summary | Use “Contacts with Contact Handle Time” divided by “Contact Handle Time” |
| Agent Summary | Use the “Contact Fulfilled – Phone Call” metric |
| Agent Summary | Use the “Contact Handle Time – Phone Call” metric, which includes both inbound and outbound calls |
| Agent Summary | Use the “Contact Started – Phone Call” metric |
| Agent Summary | Use the “Contact Handle Time – Phone Call” metric, which includes both inbound and outbound calls |
| Agent Summary | Use the “Contact Ended – Chat” metric |
| Agent Summary | Use “Contact Fulfilled – Chat” or “Contact Ended – Chat” |
No alternate report available | |
| Agent Summary | Use the “Messaging Concurrency” metric |
| Agent Summary | Use the “Messaging Work Session Time – Aggregate” metric |
| Agent Summary | Use either “Messaging Contact Handle Time” or “Messaging Work Session Time – Union” |
| Agent Summary | Use “Contact Declined – Chat” and “Contact Missed – Chat” |
| Agent Summary | Use the “Contact Fulfilled – Chat” metric |
| Agent Summary | Use the “Message Sent – Chat” metric |
| Agent Summary | Though not precisely the same, consider using the “Avg Accepted-to-Fulfilled Time in seconds” metric |
| Agent Summary | Use either “Contact Fulfilled”, “Contact Ended”, or “Message Sent” divided by “Active Time” |
| Agent Summary | Use “Contacts with Contact Handle Time” divided by “Active Time” |
| Agent Summary | Use “Conversation Handle Time” divided by “Active Time” |
| No alternate report available | |
| Agent Summary | Use “Active Time” divided by “Logged In Time” |
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 |
| Abandoned Calls | Contact Summary | Use the “Contacts Abandoned” metric |
| 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. |
