You can collect the data of each user's status, like the work rate, total number of calls, average time, total time, etc., and download the report in CSV.
Contents
Download the report in CSV
- Visit https://account.miitel.jp/v1/signin and log in to MiiTel Analytics.
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Click
Open MiiTel Call Center.
- Click the Report tab.
- Click Create a report.
- Click Create after setting the date range, time range, and user name.
If you want to change the date range or time range or user name after you create a report, click Edit on the top right of the screen.
NOTE
- It may take several minutes for the report to be created.
- If you refresh the screen while the report is being created, the process will be canceled.
- While the report is being created, you can open a new tab.
- If you are opening a tab other than Report, the following pop-up will appear after the report is created.
- For the date range, you can set it from May 1, 2023.
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If you want to create a report with data that overlaps the dates, you can set the date range and time range as below.
E.g., June 1, 9:00 am to June 2, 2:00 am
Date range: June 1 to June 2
Time range: 9:00 pm to 2:00 am
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 calls*2
*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 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 User name?
A. No.
Q. How can we add a deleted user to the report?
A. If you don't select any users in User name, all users' (including the deleted users) data will be included in the report.