Sunsetting

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 repor...

This report will be sunsetted soon. Please transition to use the Contact Export (New) report. Use the Contact Export report to get detailed information about individual Contacts. Use this information to dig into underlying data and run your ...

This report will be sunsetted soon. Please transition to use the Contact Summary (New) report. Use the Contact Summary report to track Customer Wait Time, Agent Handle Time, and more trends. How data in the report is measured The Con...

This report will be sunsetted soon. The Operational Summary report gives you a high-level snapshot of your contact center. There are three main sections to your Summary Report, as well as a downloadable CSV. Top Section - Vi...

This report will be sunsetted soon. Please transition to use the new Channel Wait Time report. Use the Channel Wait Time report to see trends in your Contacts in a visual way. The data provided here is a subset of the data provided in the ...

This report will be sunsetted soon. The Active Conversation Handle Time report can help you understand how efficient and timely your team is in handling Customer Conversations across your communication Channels. Metrics and Key Concepts ...

This report will be sunsetted soon. Please transition to use the Contact Export (New) report. The Active Conversation Handle Time by Customer report can help you see which Customers require the most time to be helped. Metrics and Key Conc...

This report will be sunsetted soon. The Active Conversation Handle (ACHT) Time by Topic report can help you understand which Topics are taking the most time to be handled by your Agents. Metrics and Key Concepts The Active Conversation ...

This report will be sunsetted soon. The Agent Utilization report can help you understand how efficient you are in utilizing your Agent’s time to help your Customers. Key Concepts and Definitions These are concepts and definitions you...

This report will be sunsetted soon. The Channels in Multichannel Conversations report can help you understand the number of Channels utilized across Conversations. Key Concepts and Definitions These are concepts and definitions you s...

This report will be sunsetted soon. The Contacts by Agent by Channel report can help you measure the number of Contacts your Agent can handle across your communication Channels. Key Concepts and Definitions These are concepts and def...

This report will be sunsetted soon. The Customers Helped by Channel report can you help you understand the Channels your Customers prefer to use if they need help. Metrics and Key Concepts The Customers Helped by Channel report uses t...

This report will be sunsetted soon. As an alternate, use the Contact Timestamps report to understand which Agents accepted, declined, or missed Contacts, like phone calls, routed to them. The Declined and Missed Calls report can help you un...

This report will be sunsetted soon. The Declined and Missed Contacts by Agent report can help you understand the number of missed and declined incoming Contacts your team is experiencing. Metrics and Key Concepts The Declined and Miss...

This report will be sunsetted soon. The First Contact Resolution (FCR) by Agent report can help you understand how effective your Agents are in resolving incoming Customer requests on the First Contact. Key Concepts and Definitions T...

This report will be sunsetted soon. The SLA Attainment by Channel report can help you understand how well your team is performing against meeting SLAs for each communication Channel for inbound requests. It will also help you understand how S...

This report will be sunsetted soon. The SLA Percentile report can help you understand how many of your contacts are meeting your SLA. How data in the report is measured The SLA Percentile report is measured by the following: Group...

This report will be sunsetted soon. The Topic Usage by Agent report can help you evaluate how often Agents are applying Topics to Conversations. Key Concepts and Definitions These are concepts and definitions you should be aware of t...

This report will be sunsetted soon. The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. You can use it to monitor how Customers are reaching out, and track the ef...