Analytics Portal – Overview & FAQ | AT&T Office@Hand
Article #11180

Overview
Frequently Asked Questions

Analytics Portal – Overview

This section describes the Analytics Portal on the Wireless Integrated for AT&T Office@Hand as well as its availability, supported browsers, how to access, and its tabs.

The Analytics Portal contains reports that can be accessed by Account Administrators on the Wireless Integrated for AT&T Office@Hand online account.

• Availability
• Supported Browsers
• How to access
• Tabs

Availability

The Analytics Portal is available to all Wireless Integrated for AT&T Office@Hand Office Standard, Premium, and Enterprise Edition Users, and can be accessed on the AT&T Office@Hand online account.

However, the Device Status Report (Reports > Analytics Portal > Phones & Devices) can only be accessed by Enterprise Edition Users.

Supported Browsers

Chrome, Firefox, Safari, and Edge.

How to access

The Analytics Portal can be accessed by Account Administrators on the Wireless Integrated for AT&T Office@Hand online account.

1. Log in to the Wireless Integrated for AT&T Office@Hand.
2. On the Admin Portal, go to Reports > Analytics.

Tabs

The Analytics Portal is composed of the following tabs:

• Adoption & Usage
• Performance Reports
• Device Status
• Quality of Service
• Alerts
• Subscriptions

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Analytics Portal – Frequently Asked Questions

1. Why am I seeing only one call queue in the Performance Report even if all queues are visible in the AT&T Office@Hand Online account?
2. Why is the User not seeing a link to the Analytics Portal under the Reports tab?
3. Why are there odd reports saved with “-P” and “-C” suffixes in the Performance and Company Numbers Reports?
4. I log in to pull up reports twice a week, is there any tool that can help me pull up reports easier?
5. I want to export information found in “session mapping.” How do I export the monthly history for a user group?
6. What is the difference between sessions and calls in Call Details?
7. How do you define refused calls in a Performance report?
8. Is it possible to name numbers so it is easier to decipher a report with many numbers?
9. Can you label numbers after users who have the numbers assigned to them?
10. I have already drilled down to the Call Details and filtered the queue. Why are the agents who abandoned or refused the call not showing, as well as the refused and abandoned calls?
11. What is the best way to identify the number of calls that rolled to another queue and were answered?
12. Can the reports be filtered via business hours/after hours?
13. A person was not at work today, however, the report showed that 17 calls were answered by him, instead of showing 0 calls. How did this happen?

1. Why am I seeing only one call queue in the Performance Report even if all queues are visible in the AT&T Office@Hand Online account?
   • As a rule, the Super Admin will see all Call queues and User groups.
   • A User who is a manager of a particular Call queue and/or User group will only see the Call queue or User group he/she manages in the Performance Report.
     A User who does not manage any Call queues or User groups will see all Call queues and Users in the
   • Performance Report if he/she was granted access to Reports.
     If you need to view all Call queues, but can see only one in the Performance Report, make sure you are not
   • managing a particular Call queue or User group. You can either stop being a Group manager or add your email address as manager to all Call queues.
2. Why is the User not seeing a link to the Analytics Portal under the Reports tab?
   Make sure the User has permission to view Reports. See User Roles and Permissions | AT&T Office@Hand for more information.
   Note: The Analytics Portal has the same permission as Historical Reports.
3. Why are there odd reports saved with “-P” and “-C” suffixes in the Performance and Company Numbers Reports?
   These are your saved reports exported from Historical Reports. You can always drop the unnecessary reports.
4. I log in to pull up reports twice a week, is there any tool that can help me pull up reports easier?
   You can create report subscriptions and set up when you prefer to receive it. You can set up a weekly subscription for saved reports. To receive reports twice a week, you can create 2 identical subscriptions with different days of delivery during the week.
   Note: Make sure the report you prefer to receive is saved in the Analytics Portal.
   See Analytics Portal – Create Subscriptions | AT&T Office@Hand for more information.
5. I want to export information found in “session mapping.” How do I export the monthly history for a user group?
   Unfortunately, this functionality is currently not supported.
6. What is the difference between sessions and calls in Call Details?
   A session is a call from caller’s perspective and it includes all user’s calls or phases. There could be several calls within one session.
7. How do you define refused calls in a Performance report?
   Refused calls are those that were not answered by a User. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to the User B. User B answered the call. The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.
8. Is it possible to name numbers so it is easier to decipher a report with many numbers?
   Yes, this can be done via the AT&T Office@Hand Online account. See Numbers – Set Company Phone Number Name or Label | Admin | AT&T Office@Hand for more information.
9. Can you label numbers after users who have the numbers assigned to them?
   No, we do not have the ability to add user names as labels. It is supposed that all users analytics are available in the Performance Report where you can find exhaustive data on their call activity.
10. I have already drilled down to the Call Details and filtered the queue. Why are the agents who abandoned or refused the call not showing, as well as the refused and abandoned calls?
    • There are no actual missed calls (as per person) for a Call queue because it is not possible to say that this exact person missed a queue call or that one.
    • For example, all users are busy with their calls, and the incoming call was not routed to anyone and was abandoned by the caller. Since it is the Call queue’s overall responsibility, the report will only show the calls that were actually answered by the queue’s members.
11. What is the best way to identify the number of calls that rolled to another queue and were answered?
    There is a specific metric for Queue report: #/% of Overflow Answered.
12. Can the reports be filtered via business hours/after hours?
    This feature is not available at the moment.
13. A person was not at work today, however, the report showed that 17 calls were answered by him, instead of showing 0 calls. How did this happen?
    This can possibly happen when a user does not set his status as not available for Queue calls. In this particular scenario, the calls were routed to the user but since he was unable to answer, the calls were forwarded according to the user’s call handling rules.
    See Call Queue – Set Do-Not-Disturb and Availability | AT&T Office@Hand for more information.

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For more information, you can check the following references:

Analytics Portal – Reports – Tabs of the Analytics Portal | AT&T Office@Hand

Key Words: 11180, Analytics Portal, AT&T Office@Hand, Online account, Overview, Admin Portal, 11110, 11187, 67883

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