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Analytics Portal – Create Performance Report | AT&T Office@Hand
Article #11185

AT&T Office@Hand Performance Reports is an additional tool that enables you to research call records to determine your business unit performance. Performance Reports assists you in combining User, Queue, and Call Activity to evaluate performance using Key Performance Indicators (KPI) and targeted filters.

How to Create a Performance Report

  1. Go to Admin Portal > Reports > Analytics Portal > Performance Reports.
  2. Click the Calendar to set the date. You can select preset time periods or select Custom Ranges. Click Done to set.

    Click the Calendar to set the date. You can select preset time periods or select Custom Ranges. Click Done to set.

  3. Select the preferred Company Numbers report — Queues, Users, or Calls.
  4. Configure the settings for the selected report.
    Set KPIs for the Queues report
    Set KPIs for the Users report
    Configure a Calls report

    • Set KPIs for the Queues report
      Set the filters for Queues, Call Type, and Call Length, as needed. Click Select KPIs, then select the preferred KPIs from the list. Click Done.
      Data will be shown under the Trend and Queues sections once set.
      TIP: Click Show KPIs description to learn more information about each metric on the list.
    • Set KPIs for the Users report
      Set the filters for Queues, Call Type, and Call Length, as needed. Click Select KPIs, then select the preferred KPIs from the list. Click Done.
      Data will be shown under the Trend and Queues sections once set.
      TIP: Click Show KPIs description to learn more information about each metric on the list.
    • Configure a Calls report
      The Calls tab lets you search for calls, filter Users, Call Type, Queue Calls, and Call Length. The search result will then display the following information:

      • the callers’ numbers
      • the numbers called the
      • result of the call
      • the length of the call
      • the inbound handle time
      • the call’s start time
      • the call’s direction
      • the number of queues the call went through
      • the session map
  5. Download or Save your report.

    Download or Save your report.

    Note:

    • Reports can be downloaded in PDF or Excel formats.
    • When saving a report, you can enter a new name or overwrite the report using the same name. Saved reports can be accessed from the left pane by clicking Performance Reports.

      When saving a report, you can enter a new name or overwrite the report using the same name.

    • You can also subscribe to reports. See Analytics Portal – Create Subscriptions – AT&T Office@Hand for more information.

See Also:
Analytics Portal – Performance Report Overview | AT&T Office@Hand
Analytics Portal – Overview | AT&T Office@Hand

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