In Summary, you can check the real-time data of the details displayed on the real-monitor.
Permissions or subscriptions required
- In order to use this feature, you would need to subscribe to MiiTel Call Center. For more details, please contact your sales representative or customer success.
- Users who have permission to use the dashboard can see the real-time monitor.
There are four areas you can check from Summary.
NOTE
-
Click
on the top-left of the screen to check the Summary. To close the Summary, click
.
Current status
On call: Number of active calls. (Excluding internal calls. In the case of predictive calls, they are included in the call count once the user answers.
Outgoing calls: Number of calls made by the user. (Out of the number of active calls)
In queue: Number of waiting calls.
- For predictive calls, include the period from when the contact answers until the user answers in the queue.
- When you click a number, the details panel appears on the right side of the screen.
- "Call to" number, "Call from" number, and Circuit name, and the waiting time since entering the queue are displayed.
- You can switch the queue order to the following:
- By elapsed time: Display in descending order, starting with the queue with the longest elapsed time.
- By circuit name: Display in descending order by circuit name, starting with the queue with the longest elapsed time.
- By queue name: Display in descending order by queue, starting with the queue with the longest elapsed time.
- By user group name: Display in descending order by user group, starting with the queue with the longest elapsed time.
Maximum waiting time: Longest time of a call that has been waiting in the queue.
Available users: Number of users (in the user list) whose status is Available.
Active users: Number of users who are logged in to MiiTel Phone and available (users whose status is not gray)
NOTE
- You can customize the display fields of Current status by clicking Settings > Default display fields for your organization > Summary > Current status.
- For In queue of Current status, you can set an alert that will be displayed in red or yellow when the number of calls in queue exceeds a certain number. This setting can only be configured by users with Call center administrative privileges. (Settings > Alert > In queue (summary))
Today's summary
Incoming calls: Total number of incoming calls answered by the users.
Missed incoming calls: Number of missed calls. (Including voicemails)
Total incoming calls: Total number of incoming calls. (Incoming calls + Missed incoming calls)
Ratio of response: Ratio of incoming calls answered by the users. (Ratio of response = Incoming calls / Missed incoming calls)
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.
Ratio of answered calls: Number of outgoing calls / (number of outgoing calls ＋ number of missed outgoing calls) x 100
Repeat call ratio: Ratio of calls received from the same phone number multiple times.
Repeat call ratio = Number of repeat calls / Number of answered 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.)
NOTE
- You can customize the display fields of Current status by clicking Settings > Default display fields for your organization > Summary > Today's summary.
- For Ratio of response, you can set an alert that will be displayed in red or yellow when the ratio is lower than a certain number. This setting can only be configured by users with Call center administrative privileges. (Settings > Alert > Ratio of response)
Queue and call status
The total of on-calls for Current status and queues will be 100%, and you can check the ratio of each status in a pie chart. You can cover your mouse over the chart to check the details (number and ratio) of the status.
User status
You can check the ratio of each status set by the users. The total number of statuses other than Offline or None will be 100%. You can cover your mouse over the chart to check details (number of users and ratio) of the status.
You can click the legend to include or remove the status from the chart.