Real-time monitor

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

  Permissions or subscriptions required

  • To use this feature, you would need to subscribe to MiiTel Call Center. For more details, please contact us.
  • Users who have permission to use the dashboard can see the real-time monitor.

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Contents

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 of the data. (With this, you can check the circuit with the most in the queue, the lowest ratio of answering calls, etc.)

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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).
  • Dialing: Number of calls that are currently being dialed.
  • Incoming calls (Missed): Number of missed calls.
  • Outgoing calls: Number of outgoing calls.
  • Outgoing calls (Missed): Number of calls (from users) that were unanswered.
  • In queue: Number of waiting calls.
  • Ratio of answered calls: Number of outgoing calls / (number of outgoing calls + number of outgoing calls (missed)) x 100
  • Maximum waiting time: Longest waiting time in the current queue.
  • Hold time: Total hold time (not including extension calls and automatic call forwarding)
  • Forwarding: Number of incoming calls that are currently being transferred automatically.
  • Incoming calls: Total number of the following: incoming calls, incoming calls (missed), voicemails, and automatic call forwarding
  • Answered calls: Total number of calls that were answered by the users.
  • On hold: Number of calls put on hold (not including extension calls and automatic call forwarding)
  • Ratio of response: Ratio of the user answering the call (Ratio of response = number of answered calls / incoming calls x 100).
  • Maximum number of simultaneous calls: Maximum number of simultaneous outgoing calls (excluding internal calls, monitoring, and call forwarding).

  NOTE

  •   The number of maximum simultaneous calls is different depending on the circuit. If you want to check this number, please contact us.
  •   Users with administrative privileges for MiiTel Call Center can change the display fields by clicking the Settings tab > Default display fields > Circuit list.

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Operator list

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

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You can check the following data in the operator list.

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

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

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  NOTE

  • 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.
  • Answered calls: The number of calls that were answered by the user.
  • On hold: Number of calls put on hold (not including extension calls and automatic call forwarding)
  • ASA: Average time to answer the incoming call.
  • Average call duration: Average call duration of phone calls.
  • Average hold time: Average hold time of phone calls.
  • Total hold time: Total hold time of phone 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 outgoing calls (missed)) x 100
  • Extension number: User's extension number.

  NOTE

  •   Users who have administrative privileges for MiiTel Call Center can customize the default view's display items from the Settings tab > Default display fields for your organization > Operator list.
  •   The values in the circuit list and operator list will reset every midnight. (If the real-time monitor is still open, the values will not reset. Please refresh the tab to reset.)
  •   The average response time is calculated by the following formula.
    Average response time = (Call start time - Incoming start time) / Answered calls
    For more details, check the FAQ in Download the report in CSV (MiiTel Call Center)
  •   The details about the user being monitored that appear in the operator list will only be displayed as follows.
    ・If the user who is checking the real-time monitor has administrative privileges for MiiTel Call Center, they can check the work status of all users being monitored.  
    ・If the user who is checking the real-time monitor is monitoring, they can only see their own work status.

Status

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

Status name Description
On call The user is currently on a call.
On hold The user is putting the call on hold.
Available MiiTel Phone is open, and the user is available to receive phone calls.
Outgoing calls only The user is not available to receive phone calls.
Post-call The user is currently entering the call memo or doing administrative tasks for the post-call.
Short break The user is on a short break. Not available to receive phone calls.
Lunch The user is on a lunch break. Not available to receive phone calls.
Admin tasks The user is currently doing administrative tasks. Not available to receive phone calls.
Meeting The user is currently at a meeting. Not available to receive phone calls.
Training The user is currently participating in a training program. Not available to receive phone calls.
Network error MiiTel Phone is not able to update the status due to network issues.
Offline MiiTel Phone is closed.
None The status has not been updated for the past week.

User details screen

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

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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
    • Total call duration: Total call duration of phone calls made during the time period.
    • Total number of calls: Total number of calls made during the time period.
    • Average call duration: Average call duration of phone calls made during the time period.
    • Answered calls: Total number of answered calls during the time period. (From external phone numbers) 
    • On hold: Number of calls put on hold (not including extension calls and automatic call forwarding)
    • 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 outgoing calls (missed)) 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 speech recognition 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 operator list

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

  Permissions or subscriptions required

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

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  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.

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  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.

Permissions or subscriptions required

  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.

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  1. Click Save.

  NOTE

  •   If you open the real-time monitor outside of the time period, the data from the previously set time period will be displayed.
  •   Even outside of the time period, the data related to the statuses will be updated.
  •  Only the phone calls that started during the time period will be displayed and counted.
  •   If a phone call was made during the time period, but the call start time was outside the time period, this phone call will not be counted in the data.
  •   If a phone call started during the time period but the call ended outside the time period, this phone call will be counted in the data.
  •   When you change the time period and save the change, this change will immediately be applied to other users.

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