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Analytics Portal – Performance Reports Overview | AT&T Office@Hand
Article #11127

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.

Performance Reports Overview

Features and Benefits
Limitation
Access to Performance Report
Performance Report Tabs

Features and Benefits

  • Key Performance Indicators (KPIs) for a deeper understanding of performance
  • Modern interface, with fast performance
  • Targeted filters available for all reports providing better investigation
  • Highly customizable reports to individualize reporting experience
  • Enhanced capabilities to better match customer behaviors

Limitation

The Performance Report does not provide data on ring groups or virtual extensions.

Access to Performance Reports

Go to Admin Portal > Reports > Analytics Portal > Performance Reports.

Go to Admin Portal > Reports > Analytics Portal > Performance Reports.

Performance Report Tabs

The Performance Reports has 3 tabs.

The Performance Reports has 3 tabs.

Queues

This portion is composed of the KPIs, Trend, and the Queues sections. The Queues tab allows you to filter the report according to Queues, Call Type, and Call Length.

Queue KPIs section

This section lets you customize which Queues metrics should be presented on the Trend section. Selected metrics appear as tabs that can be clicked.

Trend section

This part displays a graphical presentation of the selected data from the Queue KPIs section. The selected metrics data is presented on an hourly basis. Click on a different metrics from the KPIs section to switch to another graph.

Company Numbers section

This section displays a report with the following data: Name, Extension, Number of
Inbound, Number of Answered, Number of Abandoned, Number of Voicemail, Average Handle Time, and Average Speed of Answer. You may customize which metrics should appear as columns.

Users

User performance in the context of inbound and outbound calls for the call segment that is relevant to each user. If User Groups are in use (Ultimate and Premium plans), only users from queues and defined user groups are available for monitoring.

This portion is composed of the Total KPIs, Trend, and the Users sections. The Users tab allows you to filter the report according to Users, Call Type, Queue Calls, and Call Length.

Total KPIs section

This section lets you customize which Users metrics should be presented on the Trend section. Selected metrics appear as tabs that can be clicked.

Trend section

This part displays a graphical presentation of the selected data from the Total KPIs section. The selected metrics data is presented on an hourly basis. Click on a different metrics from the KPIs section to switch to another graph.

Users section

This section displays a report with the following data: Name, Extension, Total Calls,
Average Calls/Day, Number of Inbound, Number of Outbound, Number of Answered, Number of Voicemail, Number of Missed calls (with Voicemail), Total Handle Time of inbound calls, and Total Handle Time of outbound calls.

Calls

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

See Analytics Portal – Create Performance Report | AT&T Office@Hand for more information.

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

Key Words: 11127, performance reports, AT&T Office@Hand, Online account, Analytics Portal, Admin Portal