AT&T Office@Hand

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AT&T Office@Hand Reports Overview
Article #8585

What is AT&T Office@Hand Reports? How can I track the usage of my account? How can I view the graphical presentation of my account’s usage statistics?

AT&T Office@Hand Reports provides graphical representations of your account’s historical phone system usage. Five types of Reports can be accessed and generated— Summary, Queue Activity, User Activity, Phone Number, and User Call Details. Once generated, reports can be exported into a .csv format and can be opened using Excel or any spreadsheet program. Custom Reports can be created, saved and viewed later on.

Features and Benefits

• Date controls allow you to use any of preset relative dates or custom dates

• Collapsible filters provide you the flexibility to filter your results when you want to but hide them when analyzing results.

• Improved Custom Views lets you create a new custom view. Simply click the + or Add New button, set your filters and click the Save button.

Note:  Any customized views that you previously created, may not be carried over. You may need to re-create your custom views.

Availability

Account administrators, Users with administrative permission, and Group managers of all Office editions automatically have access to Reports.

See Office@Hand: Managing User groups to learn how Group mangers can access Reports.

This article demonstrates how you can access and view different types of Reports on your Office@Hand Online account. Click any of the links below to learn more. 

Accessing Reports on your Office@Hand Online account
Types of Reports you can generate
Summary
Queue Activity
User Activity
Phone Number
Call Detail
Reports Frequently Asked Questions

Accessing Reports on your Office@Hand Online account

  1. Log in as an Account administrator to your AT&T Office@Hand Online account.
  2. The Admin Portal is automatically displayed by default
    Click Reports.

    Click Reports.

    The Summary page view is automatically displayed.

    Summary page displays

You can view 5 different types of Office@Hand Reports.

Types of Reports you can generate

There are 5 types of Reports that can be generated using the Online account. Each view empowers a different role in your organization, making it possible for all Users to understand their phone usage patterns.

Click any of the links below to learn more.

Summary
Queue Activity
User Activity
Phone Number
Call Detail

Summary

The Summary Report provides a high-level usage overview of the entire phone system. Use the metrics to assess the volume of incoming and outgoing calls, or answered and missed calls, then review your business hours to ensure they’re consistent with caller patterns.

Data presented:

– Total Inbound and Outbound Calls 
– Number of Answered Calls
– Number of Voicemail
– Number of Missed Calls
– Trend of Inbound Call Volume per selected time frame

Summary Report

 

Queue Activity

The Queue Activity Report summarizes call queue activity and volume for historical activity. This Report presents data regarding the ratio of calls answered versus missed calls, call wait times, and average talk time on a call.

Note: Data from this view can be highly beneficial for group or department managers.

Analysis of Selected Call Queues

– Total Call Volume
– Tall Talk Time
– Average Call Duration
– Missed Calls
– Time to Answer

 

Analysis of Individual Call Queues

– Number of Answered Calls
– Number of Voicemail
– Average Call Duration
– Average Time to Answer

Queue Activity Report

 

User Activity

The User Activity Report summarizes inbound and outbound call volume and usage for selected users over a selected date range. Compare call volume metrics with a user’s job performance or workload to understand how to optimize the calls for best results. 

Note: Data from this view can be highly beneficial for team leaders.

Data Presented:

– Average Number of Calls per User
– Average Call Duration per User
– Total Calls
– Total Answered Calls
– Total Missed Calls
– Total Voicemails

Analysis of Individual User

Inbound:

– Total Inbound Calls
– Total Answered Calls
– Total Voicemails
– Total Missed Calls
– Total Duration of Inbound Calls

Outbound:

– Total Outbound Calls
– Total Duration of Outbound Calls

User Activity Report

Phone Number

The Phone Number Report summarizes the call activities of each purchased phone number over a selected date range, so you can understand which numbers receive the most calls, which numbers result in the highest placement results, and which calls are answered. 

Note: Data from this view can be highly beneficial for Marketing and Sales teams.

Data Presented:

– Total Number of Calls
– Total Answered Calls
– Total Missed Calls
– Total Voicemail
– Average Calls per Day
– Average Call Duration

Phone Number Report

Call Detail

The Call Detail Report (not available on the Mobile app) provides call log information, including caller ID, destination, call duration, and call results, to allow you to understand and control the usage of the company’s phone system.

Note: Data from this view can be highly beneficial for IT managers.

Data Presented:

– To and From Number
– Call Start Time
– Call Direction
– User Name
– Call Queue Name
– Dialed Number
– Call Duration
– Call Result

Call Detail Report

 

Reports Frequently Asked Questions

  1. What is AT&T Office@Hand Reports and how do I get it?

    Reports is a feature that allows you to create graphical representations of call activities on your AT&T Office@Hand phone system. The feature is available to all AT&T Office@Hand Office editions and can be viewed by Administrators, Users with administrative permission and Group managers.
  2. Will I be able to access Reports from the AT&T Office@Hand Mobile App?

    Yes, Reports can be accessed and generated from the AT&T Office@Hand Mobile app. However, the Call Detail Report is not available on the Mobile app.

  3. What type of Reports can be generated?

    You can generate a summary of all call activities. You can also filter it down to any of the following: Call Queue Activity, User Activity, Phone Number Activity and Call Detail.
  4. What types of calls are counted in the Calls Summary?

    Inbound and Outbound Calls are counted. Fax and extension-to-extension calls are not reported.
  5. Does AT&T Office@Hand offer real-time Reports?

    Yes, Reports can be exported as a .csv file which can be opened by Microsoft Excel or any spreadsheet program.
  6. Will I be able to schedule reports and get notified?

    Real-time reports are not yet available. 
  7. What time zone does the hourly activity chart default to?

    Generating reports can only be done manually.
  8. What filters can be used in Queue Activity tab?

    It defaults to the logged in user’s regional settings.
  9. What kind of customization can I do for a report?

    The table below summarizes the filters that you can use for each Report type. You can change the metrics that will be displayed on your Report by configuring the filters. 

    Queue Activity User Activity Phone Number  Call Detail

    Call Queue
    Dialed Number
    Call Type
    Call Length

    User
    Call Type
    Dialed Number User Call Type
  10. What kind of customization can I do for a report?

    Reports can be saved and customized based on their filters and run those each time. Data columns can also be customized.

See Also:
Office@Hand: Accessing and Generating a Report in your Online account
Office@Hand: Saving and Exporting a Report in your Online account

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