AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

Back to product page

Accessing and Generating a Report in your Online Office@Hand account
Article #8592

How can I access Reports in the Office@Hand Online account? How do I generate Reports in the Online account? How can I customize Report columns?

Reports are graphical representations of your AT&T Office@Hand account’s call activities that can be generated by account administrators. These Reports can be generated as a Summary, based on Queue Activity, based on User Activity, based on Telephone Number and based on Call Detail. Once generated, reports can be exported into a .csv format and can be opened using Excel or any spreadsheet program. The data columns can be customized to aid in analysis or visualization later.

IMPORTANT: When generating a Report, some filters will display No data when it is not available for the said period. Some filters will display Loading while data is being generated, so just wait until it has finished loading the Report.

Note: Check Office@Hand: Saving and Exporting a Report in your Online account to learn how you can save and export data generated from this article.

This article demonstrates how Account administrators can access and generate Reports, as well as customize its filters in the Office@Hand Online account. Click any of the links below to learn more. 

Accessing Reports in your Office@Hand Online account 
Generating a Summary Report 
Generating and customizing a Queue Activity Report 
Generating and customizing a User Activity Report 
Generating and customizing a Phone Number Report 
Generating and customizing a Call Detail Report 
Customizing Report Columns

 

Accessing Reports in your Office@Hand Online account

  1. Log in to your Office@Hand online account as an account administrator.
  2. The Admin Portal is automatically displayed by default.

    Click Reports.

    Click Reports.

    Once the Reports page has been loaded, the Summary page is automatically displayed. Click any of the other tabs to view other types of Reports, such as Queue Activity, User Activity, Phone Number, and Call Detail

    Reports page.

 

Generating a Summary Report

The Summary Report provides an at-a-glance, 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.

  1. Click SUMMARY.

    Click Summary.

  2. Select your preferred date range for the Report – click the Date Filter box which displays Last 7 days by default. You may select Last 7 days, Yesterday, Last 30 days, Last 60 days, or set a Custom Date Range. Click GO to proceed.

    Click GO to proceed.

    The Summary Report will be displayed.

    Summary Report displays

  3. Save or export your Report.
    Note: This step is optional. You may save Reports if you regularly generate the same data.

Generating a Queue Activity Report

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.

  1. Click QUEUE ACTIVITY.

    Click Queue Activity
    Note: Click EXPAND to see the filter options for the report.

  2. Select your preferred date range for the Report – click the Date Filter box which displays Last 7 days by default. You may select Last 7 days, Yesterday, Last 30 days, Last 60 days, or set a Custom Date Range. Click GO to proceed.

    Click GO to proceed.
    Note: Data loading may take awhile.

  3. Set the following filters for QUEUE ACTIVITY.

    Set the following filters for queue activity.

    • Filter by Call Queue – Select Queues
    • Filter by Dialed Number – Select Numbers
    • Filter by Call Type
    • Filter by Call Length
      Note: Click Clear All to reset the filters.
  4. Click Apply All to generate a report with your filters applied.

  5. Save or export your report.
    Note: This step is optional. You may save reports if you regularly generate the dame data.

Generating a User Activity Report

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. 

This section shows how you can generate a report for all Users and for specific Users.

  1. Click USER ACTIVITY.

    Click User Activity

  2. Select your preferred date range for the Report – click the Date Filter box which displays Last 7 days by default. You may select Last 7 days, Yesterday, Last 30 days, Last 60 days, or set a Custom Date Range. Click GO to proceed.

    Click GO to proceed.

  3. Set the following filters for USER ACTIVITY.

    Set the following filters for user activity.

    • Filter by Users – Select Extensions
    • Filter by Call type
      Note: Click Clear All to reset the filters.
  4. Click Apply All to generate a report with your filters applied.

  5. Save or export your report.
    Note: This step is optional. You may save reports if you regularly generate the same data.

Generating a Phone Number Report

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.

This section shows how you can generate a report for all Phone Numbers and for a specific Phone Number.

  1. Click PHONE NUMBER.

    Click Phone Number.
    Note: Click EXPAND to see the filter options for the report. 

  2. Select your preferred date range for the Report – click the Date Filter box which displays Last 7 days by default. You may select Last 7 days, Yesterday, Last 30 days, Last 60 days, or set a Custom Date Range. Click GO to proceed.

    Click GO to proceed.

  3. Set the following filters for PHONE NUMBER.

    Set the following filters for phone number.

    • Filter by Dialed Numbers – Select Numbers
      Note: Click Clear All to reset the filters.
  4. Click Apply All to generate a report with your filters applied.

  5. Save or export your report.
    Note: This step is optional. You may save reports if you regularly generate the same data.

Generating a Call Detail Report

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.

  1. Click CALL DETAIL.

    Click Call Detail.
    Note: Click EXPAND to view filtering options for the report.

  2. Select your preferred date range for the Report – click the Date Filter box which displays Last 7 days by default. You may select Last 7 days, Yesterday, Last 30 days, Last 60 days, or set a Custom Date Range. Click GO to proceed.

    Click GO to proceed.

  3. Set the following filters for CALL DETAIL.

    Set the following filters for Call Detail

    • Filter by Users – Select Extensions
    • Filter by Call Type
  4. Click Apply All to generate a report with your filters applied.

  5. Save or export your report.
    Note: This step is optional. You may save reports if you regularly generate the same data.

Customizing Report Columns

Data columns can be customized to display selected columns when the Report has been generated. The data columns differ from each of the report you can generate

  1. Click Select Columns.

    Click Select Columns.

  2. Different data columns are available for each report. Columns are given a description to assist you on what you need to retain or remove from the report columns. You need to retain at least five columns, Uncheck the box of the column/s to be removed form the report, then click Save.
    Note: You can restore the removed column/s later by clicking Select Columns then checking the unchecked column/s.

    Queue Activity – Queue name column cannot be unselected.

    Queue name column cannot be unselected.

    User Activity – User column cannot be unselected.

    User column cannot be unselected.

    Phone Number – Dialed number cannot be unselected.

    Dialed number cannot be unselcted.

    Call details – Calls from / Calls to cannot be unselected.

    Calls from / Calls to cannot be unselected.

See Also:
Exporting a Report in your AT&T Office@Hand account
Office@Hand: Reports Overview

Keywords:  8592, reports, how to generate report, tracking reports, track reports, customize reports, save a report, access reports, customize report columns,