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, percentage of time spent on pause and average calls handled per hour.

Getting Started

On the 365 Portal, select the Analytics tile. Navigate to Phantom > Agent Detail.

How It Works

Your data is automatically imported and updated in Analytics, where you can explore it using built-in filters for a more targeted view. You also have the option to export your visualised data in Excel format, enabling deeper analysis and easier sharing with others.

Filter Button () - Click the Filter icon to open it. After adjusting the filter, click anywhere on the page to close the window.

You can filter your data by:

• Date - Use the slider or calendar buttons to configure a date range to include data from.
• Agents - Select one or more agents from the dropdown menu to display only their data.

Focus Mode () - Hover over the different graphics and use this button to enlarge the report visual to see more detail. 

You cannot filter your data whilst in focus mode; your existing filter will remain until changed. Your current filters remain active while you are in focus mode. To change your filters, click 'Back to report,' make your adjustments, and then return to focus mode.

Exporting Data

To export your data:

1. Hover over a visual to export.

2. Click the Three Dots ( ... ) icon in the top-right corner.
   

   Note: Depending on the visual you are exporting will determine whether you can choose the type of format it is exported in.
    
   Tables can be exported as 'Data with current layout' and 'Summarised data'. 
   
   Visualised data such as graphs can only be exported as 'Summarised data'. 
   
   If exporting as 'Summarised data', you can use the File Format dropdown to select whether to export as .xlsx or csv.

3. Press the Export button.
4. Your file will then begin downloading. Once downloaded, you can open your file from your file explorer.