Phantom
Phantom Call List - 365 Analytics
What Is This Section? In this section, you can analyse your call data broken down into inbound and outbound calls, separated into call type (operator, IVR, ABOP, ringback, etc.), helping to highlight calling patterns. Getting Started On the 365 ...
Weekly Agent Report - 365 Analytics
What Is This Section? Filter the data in this section by agent ID to view a comprehensive weekly breakdown. This includes total hours worked, call outcomes, and call connection data. You can also assess raw performance data such as average handling ...
Agent Ranking - 365 Analytics
What Is This Section? This section provides a quick overview of your top and underperforming agents based on several key metrics. Here, you can view booking non-completion rates, time spent on pause and missed call counts, helping to highlight areas ...
Agent Detail - 365 Analytics
What Is This Section? Track individual or multiple agent activity in detail. Here you can see when each agent was on the phone across weekdays and calendar days. Assess their engagement by checking how many calls they answer during their shifts, ...
Agent Analysis - 365 Analytics
What Is This Section? In Agent Analysis, you can explore a high-level overview of your agent's performance. Analyse key metrics such as average call length, total calls answered, how many of the jobs were completed, cancelled or no job and average ...
Weekly Summary - 365 Analytics
What Is This Section? Here you can understand how your call centre is performing weekly. View total answered calls broken down by agent, which shifts are missing the most calls and explore missed vs. connected call trends over time. Getting Started ...
Call Centre - 365 Analytics
What Is This Section? Use this section to get a high-level overview of your call centre performance, including call volume trends across the week, agent supply versus average calls answered, and average wait times before calls are answered. You can ...