You can use the real-time monitor to check all users' current statuses and the elapsed time of that status. 

Circuit list

From the circuit list, you can check the live usage status of the circuit. You can also click the field name to change the order. (With this, you can check the circuit with the most in the queue, the lowest ratio of answering calls, etc.)

You can check the following data on the circuit list.

• Circuit name: Circuit name that is set in the phone number management.
• Phone number: Phone number you use for MiiTel.
• On call: Number of currently active calls (not including extension calls and automatic call forwarding).
• On hold: Number of calls put on hold (not including extension calls and automatic call forwarding)
• Dialing: Number of calls that are currently being dialed.
• Forwarding: Number of incoming calls that are currently being transferred automatically.
• Incoming calls: Total number of incoming calls answered by the users.
• Missed incoming calls: Number of missed calls. (Including voicemails and automatic call forwarding)
• Total incoming calls: Total number of incoming calls. (Incoming calls + Missed incoming calls)
• Short abandoned calls: The number of missed incoming calls where the ring duration was five seconds or less.
• Missed incoming calls (with ringing): The number of incoming calls that were missed after ringing.
• Response ratio: Ratio of the user answering the call (Ratio of response = number of incoming calls / total incoming calls x 100).
• Service level: Ratio of the service level per line.
  Service level = (number of incoming calls answered within 20 seconds / number of incoming calls) x 100
• In queue: Number of waiting calls.
• Maximum waiting time: Longest waiting time in the current queue.
• Outgoing calls: Number of phone calls made by the users.
• Missed outgoing calls: Number of phone calls made by the users in which the receiver did not answer the call.
• Connection rate: Number of outgoing calls / (number of outgoing calls ＋ number of missed outgoing calls) x 100
• Maximum number of simultaneous calls: Maximum number of simultaneous outgoing calls (excluding internal calls, monitoring, and call forwarding).
• On hold (Total number of calls): Number of calls placed on hold (not including extension calls and monitoring
• On hold (Total time): Total hold time (not including extension calls and automatic call forwarding)
• Hold rate: The ratio of calls placed on hold to the total number of calls.
  Hold rate = (Number of calls placed on hold per circuit ÷ Total number of calls* per circuit) × 100
  * Total number of calls = Number of incoming calls + Number of outgoing calls
     (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)
• Repeat call ratio: Ratio of calls received from the same phone number multiple times.
  Repeat call ratio = Number of repeat calls / Number of incoming calls × 100
  (If you received three calls from the same phone number, the number of repeat calls will be 2. If you received four calls, the number of repeat calls will be 3.)

User list

From the user list, you can check each user's current status, elapsed time of that current status, the number of incoming calls, average call duration, and more. 

You can check the following data in the user list.

• User name: User's user name.
• Work status: Overall time of each status.

• Status: Current status that is being set on MiiTel Phone. (Users with administrative privileges for MiiTel Call Center can click to change the status.)

• Occupancy rate: The ratio of time users spent responding to customers during their working hours.
  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.
• Service level: Ratio of the service level per user.
• Circuit name: If the user is on the call, the circuit name of that user will be displayed.
• Elapsed time: Elapsed time of the current status.
• Incoming calls: Total number of incoming calls answered by the users.
• Outgoing calls: Number of phone calls made by the users.
• Missed outgoing calls: Number of phone calls made by the users in which the receiver did not answer the call.
• On hold (Total number of calls): Number of calls put on hold
• On hold (Total hold time): Total hold time of phone calls.
• On hold (Average time): Average hold time of phone calls.
• Hold rate: The ratio of calls placed on hold to the total number of calls.
  Hold rate = (Number of calls placed on hold per user ÷ Total number of calls* per user) × 100
  * Total number of calls = Number of incoming calls + Number of outgoing calls + Number of transferred calls
     (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)
• ASA: Average time to answer the incoming call.
• Incoming call (Average time): Average duration of incoming calls and transfers.
• Outgoing call (Average time): Average duration of outgoing calls only.
• AHT: Average time spent per call. (From the start of the call to the end of Post-call.)
  AHT = (On call* + Post-call*) ÷ Total number of calls
  *This is the status name and the time each status was set.
• Average outgoing ring time: Average time from when a user makes an outgoing call to when the customer answers
  Average outgoing ring time = Total outgoing ring time / Total outgoing calls
• Account name/Phone number: If the person's phone number is registered in Contacts, their account name and phone number will be displayed on this list. If the number is not registered, the list will show as "Unknown company / Unknown contact / 03-0000-0000."
• CPH: The average number of calls responded per hour while the user was logged in to MiiTel Phone. 
  CPH = Total number of calls / total time of the following statuses: Available, Outgoing calls only, Post-call, On call, On hold
• Ratio of answered calls: Number of outgoing calls / (number of outgoing calls ＋ number of missed outgoing calls) x 100
• Extension number: User's extension number.

Customize the display items of the default view

The items in the circuit list and user list of the default view can be customized according to your business needs.

1. Log in to MiiTel Call Center with a user who has the Call center administrative privileges.
2. Click the Settings tab.
3. Click Organization Default Display Items > Circuit List or User List.
4. Drag and move the item name you want to display or hide.
5. Click Save.

Status

From the user list, you can check the user's operation status by the following 12 statuses.

User details screen

If you click the user name in the user list, the user details screen will be displayed.

You can check the following data on the user details screen.

• Status: The status currently being set on MiiTel Phone and the usage status of MiiTel Phone.
• Elapsed time: The duration of the current status.
• Circuit name: If a user is on a phone call, the circuit name being used will be displayed.
• Account name: If the caller's phone number is saved in Contacts, the account name will be displayed. If not, it will be displayed as an Unknown company.
• Contact person name: If the caller's phone number is saved in Contacts, the contact person's name will be displayed. If not, it will be displayed as Unknown contact.
• Work status
  • Call (Total time): Total call duration of phone calls made during the time period.
  • Call (Total number of calls): Total number of calls made during the time period.
  • Call (Average time): Average call duration of phone calls made during the time period.
  • Incoming calls: Total number of answered calls during the time period. (From external phone numbers) 
  • On hold (Total number of calls): Number of calls put on hold
  • Work rate: The ratio of time spent on tasks related to phone calls compared to the time logged in to MiiTel Phone.
    Work rate (%) = (Call (total time) + Post-call) / total time of all MiiTel Phone's statuses (excluding offline and network errors)
  • Ratio of answered calls: Number of outgoing calls / (number of outgoing calls ＋ number of missed outgoing calls) x 100
• Total call duration: The total time each status was set during the time period. (The actual time may differ due to network conditions, etc.)

You can check the transcription results of the user currently on a phone call in real-time.

Also, you can do the following with the user.

• Internal call
• Whispering
• Monitoring
• Group call

Set an alert to the user list

If the queue, ratio of response, or elapsed time exceeds the set value, the user list will show an alert for these fields with a red or yellow background color. 

1. Click the Settings tab.
2. Click Display rules > Alert.

1. Set a numerical value for the field in which you want to show the alert on the list.
2. Turn ON the toggle switch to enable the alert.

1. Click Save.

Set the time period to gather data

You can set the time period of the data to be displayed on the real-time monitor.

For example, if you set your business hours for the time period, only the data generated during the business hours can be checked.

1. Click the Settings tab.
2. Click Display rules > Time period of gathering data.
3. Enter the start time and end time. If you want to set the time period to 24 hours, you don't need to enter anything, as you can check Set to 24 hours.

1. Click Save.

Real-Time monitor update timing

Within the Time period of gathering the data

• Items that increment or decrement upon an event occurrence (e.g., On call, In queue)

  • Updated at the start and end of the triggering event.

    Examples:

    • Dialing: Increment at the start of the outgoing call, decrement at the end of the dialing or at the end of call.
    • In queue: Increment at the start of queueing, decrement at the end of queueing.
    • On hold: Increment at the start of hold, decrement at the end of hold.
• Items that accumulate upon an event occurrence (e.g., Outgoing calls, Incoming calls, Total call duration)

  • Updated at the end of the triggering event.

    Examples:

    • On hold: Increment at the end of the hold event.
    • Ratio of response: Increases at the end of the call.
• Items that accumulate based on MiiTel Phone and MiiTel Phone Mobile status (e.g., Elapsed time, CPH, Occupancy rate)

  • While a status continues, update whenever the cumulative time increments.

    Examples:

    • Elapsed time: Continually update while the current status continues.
    • CPH: Continually update when the status is any of Available, Outgoing calls only, Post-call, On call, or On hold

Outside the Time period of gathering the data

• Items that increment or decrement upon an event occurrence (e.g., On call, In queue)
  • No items are updated.
     
• Items that accumulate upon an event occurrence (e.g., Outgoing calls, Incoming calls, Total call duration)
  • No items are updated.
• Items that accumulate based on MiiTel Phone and MiiTel Phone Mobile status (e.g., Elapsed time, CPH, Occupancy rate)
  • While a status continues, update whenever the cumulative time increments.