You can download a CSV file containing aggregated metrics (such as total number of calls, average call duration, and total call duration), grouped by circuit and user, for the specified aggregation period.

Create a report

1. Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.

2. Click Open MiiTel Call Center.

3. Click the Report tab.
4. Click Create a report.

1. Select the Date range, target Phone number (Circuit name) and user for aggregation, and Time range, then click Create. If you do not need to create a report for the Circuit list or User list, uncheck that report name.

First, set the aggregation period, target circuits or users, and the time range, then click Create.

If you do not wish to create a report (either the Circuit list report or the User list report), uncheck the box next to that report name.

Items in the Incoming call flow report

The Incoming call flow report aggregates the flow path from the time an inbound call is received to when it is connected to a user.

The following items are displayed in the report.

• Circuit name: The circuit name selected as the target of the Incoming call flow report
• Rule name: The name of the answering rule applied
• Action: The type of action executed in the Incoming call flow (Call all users in a group, Play sound, Voicemail, Automatic call forwarding, Queueing, Send a message (SMS), IVR, etc.)
• Group name: The group name configured for the action (A value is entered only when the action is Call all users in a group or Queueing; otherwise, it is blank)
• Sound name: The name of the sound file configured for the action (A value is entered only when the action is Play sound, Queueing, or IVR; otherwise, it is blank)
• Queue name: The name of the queue configured for the Queueing action (Blank if the action is not Queueing)
• Call flow: The path of the flow through which the incoming call passed (e.g., IVR > Call a specific user > Play sound)
• DTMF flow: The number entered during an IVR action. If multiple IVRs are set in the answering rule, they are displayed separated by >. If there is an IVR where no button was pressed, it is blank (e.g., if 3 IVRs are set in the answering rule and no button was pressed during the second IVR, it is displayed as 1 > > 3)
• Total: The total number of incoming calls received by the applicable answering rule during the target period
• Incoming calls: The number of incoming calls answered by users (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Incoming calls within 20 seconds: The number of incoming calls answered by users within 20 seconds (A value is entered for Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Missed incoming calls: The number of incoming calls that ended without being answered (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Short abandoned calls: The number of missed calls that ended within 5 seconds (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Overflow calls: The number of incoming calls that overflowed due to exceeding the queue limit (A value is entered when the action is Queueing; otherwise, it is blank)
• Response rate (%): The ratio of incoming calls answered by users (Ratio of response = Number of incoming calls / Total x 100. A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Avg. ring time (sec): The average number of seconds from an incoming call to the user answering (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Max ring time (sec): The maximum number of seconds from an incoming call to the user answering (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Min ring time (sec): The minimum number of seconds from an incoming call to the user answering (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Avg. talk time (sec): The average number of seconds of calls with users (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Max talk time (sec): The maximum number of seconds of calls with users (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Min talk time (sec): The minimum number of seconds of calls with users (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Avg. duration (sec): The average number of seconds from an incoming call to the call ending
• Max duration (sec): The maximum number of seconds from an incoming call to the call ending
• Min duration (sec): The minimum number of seconds from an incoming call to the call ending
• On hold count: The number of times a hold occurred (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Avg. hold time (sec): The average number of seconds a call was held (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Max hold time (sec): The maximum number of seconds a call was held (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Min hold time (sec): The minimum number of seconds a call was held (A value is entered only when the action is Call all users in a group, Call a specific user, or Queueing; otherwise, it is blank)
• Answered operators: The number of unique users who answered incoming calls (e.g., even if User A answers 2 times, the value is 1)

Items in the Circuit list report

The following items are displayed in the report.

• Call (total number of calls): Total number of calls during the aggregation period (including the number of predictive call(s))
• Call (average time): Average call time during the aggregation period (including the call duration and number of predictive call(s))
• Call (total time): Total call time during the aggregation period (including the start and end times of predictive call(s))
• On hold (total number of calls): Number of calls put on hold (including the number of predictive call(s) put on hold)
• On hold (total time): Total time calls were on hold (including the time predictive call(s) was on hold)
• On hold (average time): Average time calls were on hold (including the hold time during predictive call(s))
• Total incoming calls: Total of incoming calls and missed incoming calls
• Missed incoming calls: Number of missed incoming calls (including voicemail and automatic call forwarding)
• Incoming calls: Total number of answered incoming calls
• Response rate (%): Percentage of incoming calls answered by users (Response rate = Incoming calls / Total incoming calls x 100)
• Incoming calls within 20 seconds: Total number of incoming calls answered by users within 20 seconds
• Service level (%): Percentage of service level for each circuit
  Service level = (Number of incoming calls answered within 20 seconds / Incoming calls) x 100
• Voicemail: Number of incoming calls that resulted in a voicemail action in the answering rules
• SMS: Number of incoming calls that resulted in an SMS action in the answering rule
• Repeat calls: Number of times incoming calls were received from the same phone number 2 or more times
• Repeat call rate: Percentage of incoming calls received from the same phone number 2 or more times
  Repeat call rate = Number of repeat calls from the same phone number / Incoming calls × 100
  (If 3 calls are received from the same phone number, the number of repeat calls is 2, and if 4 calls, it is 3)
• Total outgoing calls: Total of outgoing calls and missed outgoing calls (including the number of predictive call(s) and missed predictive call(s))
• Missed outgoing calls: Number of outgoing calls that were not answered
• Outgoing calls: Number of calls made by users (including the number of predictive outgoing call(s) that were answered by the called party)
• Connection rate (%): Outgoing calls / (Outgoing calls + Missed outgoing calls) x 100
  (including the number of predictive outgoing call(s) and missed predictive outgoing call(s))
• Maximum simultaneous outgoing calls: Maximum number of simultaneous outgoing calls (including the number of predictive outgoing call(s). Excluding internal call(s), monitoring, and transfers)
• Hold rate: Percentage of calls with holds out of total calls
  • Circuit list: Hold rate = (Number of calls with holds for each circuit / Total number of calls*) × 100
    * Number of calls = Incoming calls + Outgoing calls
    (The number of calls that include extension transfers and predictive calls that were put on hold one or more times are included in the number of calls with holds. Internal calls, three-way calls, whisper, and monitoring calls are not included.)
• Short abandoned calls: Number of missed incoming calls with a ring time of 5 seconds or less
• Missed incoming calls (with ringing): Number of incoming calls that rang to the user but were missed

Items in the User list report

The following items are displayed in the report.

• User name: The name set for the user
• Utilization rate: The percentage of time spent on phone operations (calls and after-call work) out of the total time logged in to MiiTel Phone
  Utilization rate (%) = (Total call time (including on hold) + After-call work time) /  Total time across all MiiTel Phone statuses (excluding Offline and No data)
• Working time: The total duration across all statuses, excluding the "Offline" and "No data" statuses
• CPH: The number of calls per hour out of the total time logged in to MiiTel Phone
  CPH = (Total number of calls (including predictive calls)) /  Total time when MiiTel Phone statuses were set to Waiting, Outbound only, After-call work, On call, or On hold
• Calls (total count): The total number of calls during the aggregation period (including predictive calls)
• Calls (average duration): The average call duration during the aggregation period (including predictive call duration and count)
• Calls (total duration): The total call duration during the aggregation period (including the time from the start of a predictive call to the end of the call)
• Inbound calls: The total number of inbound calls answered by the user
• Inbound calls (average duration): The average duration of inbound calls answered during the aggregation period
• Inbound calls (total duration): The total duration of inbound calls answered during the aggregation period
• Outbound calls: The number of calls made by the user (excluding missed outbound calls; includes predictive outbound calls where the callee answered)
• Missed outbound calls: The number of outbound calls where the callee did not answer
• Outbound calls (average duration): The average duration of outbound calls made during the aggregation period (including predictive call duration and count)
• Outbound calls (total duration): The total duration of outbound calls made during the aggregation period (including the time from the start of a predictive call to the end of the call)
• Holds (total count): The number of times a call was put on hold (including predictive calls put on hold)
• Holds (average duration): The average time a call was on hold (including the hold time and count for predictive calls)
• Holds (total duration): The total time a call was on hold (including the hold time for predictive calls)
• Average handling time: The time required per call from the start of the call to the end of after-call work
  Average handling time = (On call* + After-call work*) / Total calls**
  *Status names. The time each status was set
  **Includes predictive calls
• Average answer speed: The average time from receiving an inbound call until the user answers
• Average outbound ring time: The average time from when the user places an outbound call until the customer answers
  Average outbound ring time = Total outbound ring time / Total outbound calls
• Connection rate (%): Outbound calls* / (Outbound calls* + Missed outbound calls) x 100
  *Includes predictive outbound calls and missed outbound calls
• Occupancy rate (%): The percentage of time the user was actually handling customers during business hours
  Occupancy rate = (On call* + After-call work*) / (On call* + After-call work* + Waiting* + Outbound only*)
  *Status names. The time each status was set
• Inbound calls answered within 20 seconds: The total number of inbound calls answered by the user within 20 seconds
• Service level (%): The percentage of the user's service level
  Service level = (Inbound calls answered within 20 seconds / Inbound calls) x 100
• Waiting: The total time the applicable status was set
• Outbound only: The total time the applicable status was set
• After-call work: The total time the applicable status was set
• Short break: The total time the applicable status was set
• Lunch break: The total time the applicable status was set
• Admin work: The total time the applicable status was set
• Meeting: The total time the applicable status was set
• Training: The total time the applicable status was set
• Away: The total time the user-created away status was set
• Communication error: The total time the applicable status was set
• Hold rate: The percentage of calls where a hold occurred out of the total number of calls
  • User list: Hold rate = (The number of calls where a hold occurred* / Total calls**) × 100
    *Includes extension transfer calls and predictive calls that were put on hold one or more times. Does not include extension, three-way call, whisper, or monitoring calls
    **Total calls = Inbound calls + Outbound calls + Extension transfer calls

FAQ

Q. How often does MiiTel Call Center update the data for the report？

A. MiiTel Call Center will update the data every 15 minutes and save the calculation results on the server.

Q. What will the report look like if I set the date on a future date？

A. If the date and time range include a period for which the processing has not been completed, only the results for the period when the calculation was completed will be displayed on the preview screen.

Q. Can I see the date and time range from the preview screen？

A. Yes, you can see the period at the top of the preview screen.

Q. Suppose our business hours end at 5:00 pm. At 5:00 pm, can I create a report that includes the data of all business hours?

A. You would need to create a report from 5:15 pm to include all data up to 5:00 pm.

Q. What is work rate (%)？

A. The ratio of time spent on tasks related to phone calls compared to the time logged in to MiiTel Phone.

The work rate is calculated by the following formula.

Work rate (%) = (Call (total time) + Post-call) / total time of all MiiTel Phone's statuses (excluding offline and network errors)

Q. What is CPH？

A. The average number of calls responded per hour while the user was logged in to MiiTel Phone. 

The CPH is calculated by the following formula.

CPH = Total number of calls / total time of the following statuses: Available, Outgoing calls only, Post-call, On call


Q. How is the average response time (ASA) calculated？

A. The average response time is calculated by the following formula.

Average response time = (Call start time - Incoming start time*1) / Answered calls2

1 The incoming start time is the time when the circuit receives the call. Please note that this time differs from the MiiTel Phone's ring time.

Example #1: If you create an incoming call rule with multiple actions:

The start time of the action (in which the user picked up the call) will be the incoming call time.

Example #2: If you have set the queue:

2 The following calls are not included.

・Internal calls

・Group calls

・Whispering

・Internal transfer

Q. What is the ratio of answered calls (%)？

A. The ratio of outgoing calls that were answered compared to the total number of outgoing calls.

The following formula is used for calculation.

Ratio of answered calls (%) = Total number of outgoing calls that were answered / total number of outgoing calls x 100

Q. What is the occupancy rate (%)？

A. The ratio of time users spent responding to customers during their working hours.

The following formula is used for calculation.

Occupancy rate = (On call + Post-call) / (On call + Post-call* + Available* + Outgoing calls only*)

*This is the status name and the time each status was set.

Q. What is ATH？

Average time spent per call. (From the start of the call to the end of the Post-call.)

The following formula is used for calculation.

AHT = (On call* + Post-call*) / Total number of calls

*This is the status name and the time each status was set.

Q. What would the report look like if we added a user with no data?

A. This user will not be included in the report.

Q. Can we select a deleted user in the User name?

A. No.

Q. How can we add a deleted user to the report?

A. If you don't select any users in the User name, all users' (including the deleted users) data will be included in the report.