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).
• 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)
• Total incoming calls: Total number of incoming calls. (Incoming calls + Missed incoming calls)
• Ratio of response: Ratio of the user answering the call (Ratio of response = number of incoming calls / total 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.
• Ratio of answered calls: 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: Number of calls put on hold (not including extension calls and automatic call forwarding)
• Hold time: Total hold time (not including extension calls and automatic call forwarding)
• 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.
• 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.
• 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.
• 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.
• 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 missed outgoing calls) x 100
• Extension number: User's extension number.

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
  • 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.
  • Incoming 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 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.