Intro to AT&T Office@Hand Business Analytics

Article# 98327

This article provides information on AT&T Office@Hand Business Analytics.

AT&T Office@Hand Business Analytics provides customizable dashboards and reports to help you assess your team’s performance. Its tools are designed for managers in communications roles, such as sales, customer support, and training.

Business Analytics provides historical call aggregations that can be used for:

• Ad-hoc analysis that provides a comprehensive understanding of your team’s performance.
• Creating visualizations to uncover call patterns, such as peak call hours, that can help you make staffing decisions.
• Defining, creating, and monitoring Key Performance Indicators (KPIs) for your business.
• Downloading data and visualizations to keep your leadership up to date.

There are two subscription plans for Business Analytics:

• The Essentials plan provides basic dashboards.
• The Pro plan is fully customizable, and offers longer data-retention terms.

  

Data visibility

Business Analytics has data visibility controls that display metrics for individual users. This data is based on the user roles and permissions that you’ve created in the AT&T Office@Hand Admin Portal.

A dashboard’s privacy setting – private, public, or shared – is independent of a user’s predefined role in AT&T Office@Hand. However, the user’s preset role affects the data available to them in the dashboard. Users’ abilities to view dashboard data is also determined by your organization’s Business Analytics subscription plan.

The Essential plan offers only private viewing mode; the Pro plan offers all three viewing modes.

NOTES:

• Admin and super admins who can set company roles can view data for your organization’s entire account.
• Admins whose roles let them access only a specific site will only be able to view Business Analytics data from that same site.
• Standard users (those who have no additional roles) will be able to view only their own data.
• Managers of user groups and queues will be able to view their personal data as well as the data for the group(s) and/or queue(s) they manage.

Additional resources:

• Creating and Managing an AT&T Office@Hand Business Analytics Dashboard
• Adding Widgets to a Business Analytics Dashboard
• Creating and Managing Business Analytics Table Widgets
• Creating and Managing Business Analytics Graph Widgets
• Creating and Managing Business Analytics KPIs Widgets
• Creating and Managing Call Records Widgets
• Creating and Managing Meetings Widgets
• Business Analytics Data Dictionary

Key Words: AT&T Office@Hand, Business Analytics, analytics, Admin Portal, Online Account

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