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One Talk Portal - Manage Reporting and Analytics

2025-07-03 14:47:53.496
Here's how to view call data reports for your One Talk lines via My Verizon for Business.
Refer to the One Talk admin portal simulator for interactive demos.
Follow these instructions to easily monitor usage and generate reports for One Talk lines across your business account.
Expand All
  1. Sign in to My Business.
  2. Click
    Manage
    (top of screen).
  3. Mouse over
    Product Portals
     then click
    One Talk
    .
    If necessary, click
    View all
    .
    Click One Talk
  4. From the 'I want to' section, click
    Manage Reporting and Analytics
    .
  5. From the Dashboard screen, view the data summary for each reporting type.
    The 'Date range' dropdown menu allows you to choose between four different time frames, which are reflected in the timestamp in the upper-right corner of the screen:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
    • Custom
    Dashboard view
  6. To view more detail, select
    Call Detail
    .
  7. From the dashboard, click the
    Details arrow
     Details icon in the lower-right corner of the 'Call detail' section.
  8. The Call Detail page displays an overview of all calls for the selected group in your organization.
    Call Detail overview page
  9. Click the
    Download report button
     (upper-right) to download the Call Detail report in CSV or PDF format.
    Refer to
    Report Detail
     for more info on data included in the report download.
    Download report button
  10. If desired, navigate to the Hunt Group or Auto Receptionist reports by clicking the
    Details arrow
     below the appropriate summary view.
  1. Sign in to My Business.
  2. Click
    Manage Account
    .
  3. From the Product Tools section, click
    One Talk
    .
    If necessary, click
    View all
    .
    To navigate, mouse over each option.
    Click One Talk link
  4. From the 'I want to' section, click
    Manage Reporting and Analytics
    .
  5. From the Dashboard screen, view the data summary for each reporting type.
    The 'Date range' dropdown menu allows you to choose between four different time frames, which are reflected in the timestamp in the upper-right corner of the screen:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
    • Custom
    Dashboard view
  6. To view more detail, select
    Hunt Group Answered Calls
    .
  7. From the dashboard, click the
    Details arrow
     Details icon in the lower-right corner of the 'Hunt group answered calls' section.
  8. The Hunt Group page displays a summary of all incoming calls to the selected Hunt Group.
    Hunt Group overview page
  9. The top 5 agent metrics are visible on the right side of the report page.
    Only calls answered by a member of the Hunt Group appear here.
  10. Click
    View all
     to see details for all agents in the Hunt Group.
    Top 5 agent metrics
  11. Click
    Close
     (lower-right) to return to the Hunt Group report page.
    Agent metrics view
  12. If desired, click the
    Download report button
     (upper-right) to download the Hunt Group report in CSV or PDF format.
    Refer to
    Report Detail
     for more info on data included in the report download.
    Download report button
  13. To navigate to any of the other available report types, click the Menu icon Menu icon (upper-left) then select the desired report from the list.
    Select another report
  1. Sign in to My Business.
  2. Click
    Manage Account
    .
  3. From the Product Tools section, click
    One Talk
    .
    If necessary, click
    View all
    .
    To navigate, mouse over each option.
    Click One Talk link
  4. From the 'I want to' section, click
    Manage Reporting and Analytics
    .
  5. From the Dashboard screen, view the data summary for each reporting type.
    The 'Date range' dropdown menu allows you to choose between four different time frames, which are reflected in the timestamp in the upper-right corner of the screen:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
    • Custom
    Dashboard view
  6. To view more detail, select
    Auto Receptionist
    .
  7. From the dashboard, click the
    Details arrow
     Details icon in the lower-right corner of the 'Auto receptionist' section.
  8. The Auto Receptionist page displays a summary of all incoming calls to the Auto Receptionists for the selected group.
    Auto Receptionist overview page
  9. The top 5 destinations are visible on the right side of the report page.
    Only calls answered by an Auto Receptionist appear here.
  10. Click
    View all
     to see details for all Auto Receptionists.
    Top 5 destination metrics
  11. Click
    Close
     (lower-right) to return to the Auto Receptionist report page.
    Top destinations view
  12. If desired, click the
    Download report button
     (upper-right) to download the Auto Receptionist report in CSV or PDF format.
    Refer to
    Report Detail
     for more info on data included in the report download.
    Download report button
  13. To navigate to any of the other available report types, click the
    Menu icon
     Menu icon (upper-left) then select the desired report from the list.
    Select another report
  1. Sign in to My Business.
  2. Click
    Manage Account
    .
  3. From the Product Tools section, click
    One Talk
    .
    If necessary, click
    View all
    .
    To navigate, mouse over each option.
    Click One Talk link
  4. From the 'I want to' section, click
    Manage Reporting and Analytics
    .
  5. From the Dashboard screen, view the data summary for each reporting type.
    The 'Date range' dropdown menu allows you to choose between four different time frames, which are reflected in the timestamp in the upper-right corner of the screen:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
    • Custom
    Dashboard view
  6. To view more detail, select
    Call Volume
    .
  7. From the dashboard, click the
    Details arrow
     Details icon in the lower-right corner of the 'Call volume' section.
  8. The Call Volume page displays a summary of incoming and outgoing calls for user lines in the selected group.
    To switch between inbound and outbound call views, click the 'Inbound calls' or 'Outbound calls' tab in the 'Call trend' section.
    Call Volume overview page
  9. If desired, click the
    Download report button
     (upper-right) to download the Call Volume report in CSV or PDF format.
    Refer to
    Report Detail
     for more info on data included in the report download.
    Download report button
  10. To navigate to any of the other available report types, click the
    Menu icon
     Menu icon (upper-left) then select the desired report from the list.
    Select another report
There are 4 different detailed downloads available (one for each report type above). Each report has the same layout and columns:
Reports exported in PDF format contain the field definitions followed by the report details.
Reports exported in CSV format contain two tabs: one for field definitions and another containing the report details.
  • Called Number
    : The number that was called.
  • Group
    : The One Talk group name.
  • Time Call Ended
    : Time when the call was released (disconnected).
  • Call Key
    : Unique call identifier.
  • Calling Number
    : Number of the calling party.
  • Forwarded Number
    : The number to which a call was forwarded.
  • Call Duration
    : The time between the call being answered and subsequently released.
  • Start Time
    : The time the call started (local to the user's time zone).
  • Agent number
    : Identifies the agent who answered the call.
  • Direction
    : 'Originating' signifies outbound calls, while 'Terminating' signifies inbound calls.
  • Date
    : Date of the call.
  • Time Call Answered
    : The time when the call was answered.
  • Call Status
    : Signifies whether the call was Answered, Forwarded or Unanswered.
  • Agent name
    : Name of the agent who answered the call.