Creating and Managing Business Analytics KPIs Widgets │ AT&T Office@Hand

Article# 98767

This article provides information on how to manage your Business Analytics KPIs widgets in AT&T Office@Hand.

The Business Analytics KPI widget lets you create custom or preset Key Performance Indicators across various metrics. You can utilize the KPI widget for:

• Tracking performance: Users can build KPI widgets to track and monitor the performance of their queues or teams.
• Defining custom metrics: Users can create custom metrics utilizing all the filters available.
• Comparative analysis: Users can compare and analyze performance across different periods, regions, departments, and so forth. You can create multiple widgets and place them side by side on the dashboard.

Creating a KPIs widget

1. Click the Add Widget tile in your Business Analytics dashboard.
2. In the Add Widget popup, select KPIs.
3. Name your KPI widget in the Widget Name field.
4. From the left bar, double-click or drag and drop any of the Preset KPIs to add them to your dashboard.
   NOTE: Once you add a preset KPI, you can click it to see a description.

   

5. Click the toggle next to Formula Details to create a custom KPI.
6. Enter a new name in the KPI Name field.
7. Enter details about your custom KPI in the Description field (optional).
8. You can change the Formula fields, including:
   • Group By: Change the dimension and the users to include in the KPI metrics.
   • Apply Filters: Change how you filter data based on origin, direction (inbound/outbound), call types, and so forth.
   • Select Metric Type: Set a different type of metric for the custom KPI to display, as well as the number type (i.e., sum, average, percentage, etc.).
   • Includes: If you have call segments, you can look at data specifically for that group.
     NOTE: For descriptions of each formula field, refer to the Business Analytics data dictionary.

     

9. Click Save KPI As. A window will open.
10. Name your new KPI if you didn’t do so in step 5.
11. Check the box(es) if you want to:|
    NOTE: You must have at least one box checked to save the custom KPI.
    • Add Custom KPI in the Custom KPIs list: Save the custom KPI to your list for future widgets.
    • Add Custom KPI in the Widget Holder: Display your custom KPI in the current widget.
12. Click Save.

    

13. Repeat steps 5-7 as needed to add more custom KPIs.
14. Click Save at the top right.

Managing KPI widgets

Once you save a KPI widget, it will appear in your dashboard on the Business Analytics page. From here, you can perform several actions by clicking the three-dot More icon at the top right of the widget.

• Edit: Open the KPI widget page to make changes.
• Size: Resize the widget in the dashboard.
• Duplicate: Create a copy of the KPI widget.
• Delete: Erase the KPI widget.

  

Additional resources:

• Creating and Managing an AT&T Office@Hand Business Analytics Dashboard
• Creating and Managing Business Analytics Table Widgets
• Creating and Managing Business Analytics Graph Widgets
• Creating and Managing Call Records Widgets
• Creating and Managing Meetings Widgets

Key Words: AT&T Office@Hand, Business Analytics, Analytics, KPIs, Widgets, Business Analytics

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