Confirmation of individual call analysis results (answering history)

In the call history screen, you can play the recorded data of each call, view the voice analysis results, and register comments. To open the call history screen, click the "Call History" icon on the left side of the screen.

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If you have Salesforce activity history integration, you can also check the Salesforce record of the corresponding customer from the response history. Please check Check MiiTel Activity History created in Salesforce Activity History. You can also easily check the call history of the source and destination from the call history you forwarded and the call history after forwarding. Please refer to How to check the response history of the forwarder and recipient.
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Contents

Voice Search

  • You can search by user name, caller, caller's phone number, business partner company name, business partner person's name, or comment content.

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  • The "Search Options" feature allows you to narrow down your search by specifying detailed criteria.

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Response Voice Playback

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1 ○ Drag the shape icon and play the audio from any point

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2 To play the audio, click the [▶︎ Play] button. To stop it, click the [Stop] button

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3 To change the playback speed, click [▶︎▶︎ Play Speed] and select the desired speed

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1 Periods of 3 seconds or more in which neither the user nor the business partner speaks will appear black in the Silence bar

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2 Periods in which there was more than 1 second of speech between the user and the business partner are shown in black in the [covered] bar

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Speech Analysis Results

  • Shows the result of analyzing the response.

  • For the explanation of each analysis result item, hover the mouse pointer over the i button to display the explanation.

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    Item Description Recommended values
    1

    The overall score is calculated on a scale of 0 ~ 100 using the following formula.

    Overall score = 50 + add/subtract points based on call duration + (-1 x (Talk ratio - 40)) + (number of times covered per minute x -10) + (number of times silenced per minute x -10)

    <Add/drop points based on the duration of the call>

    Under 5 minutes : +0 points

    5 minutes or more but less than 10 minutes : +30 points

    10 minutes or more but less than 20 minutes: +50 points

    20 minutes or more but less than 30 minutes: +50 points

    30 minutes or more but less than 40 minutes: +30 points

    40 minutes or more but less than 50 minutes: +0 points

    50 minutes or more but less than 60 minutes: -10

    60 minutes or more : -20 points

    If you customize the scoring rules, the customized scoring rules will be applied. .

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    2 The Talk:Listen ratio is the ratio of the time the user was talking (Talk) to the time the business partner was talking (Listen). 40 : 60
    3

    A time is counted as one if there is a period of three seconds or more in which neither the user nor the business partner speaks. The score is calculated as follows.

    (Silence)

    (Total number of silences ÷ Total call time (minutes)) × -10 points

    0.3 / min
    4

    One time is counted when the overlap between the user's and the business partner's speech exists for more than one second. The score is calculated as follows.

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    (Total number of overlaps ÷ Total call time (minutes)) × -10 points

    0.3 / min
    5 Number of times the speaker switched About 15 times per minute
    6 This is the height of the voice. Typically, it is 85 - 180 Hz for adult males and 165 - 255 Hz for females. -
    7 This represents the high and low variations in speech. The value is larger when the speech is spoken with a high and low pitch in the voice. 25 - 30 points
    8 The speed of the conversation. If there is a lot of ambient noise, the output may be low. If the speaking time is short, it may not be displayed. The difference with the business partner is less than 10 %
    9 When a pre-registered keyword is found, the start time of the sentence and the keyword are output. -
    Items that could not be analyzed due to short speech, few speech segments, low volume, or high noise may be output as "-".

    Speech Recognition Results (Beta)

    • Blue shows the user's speech and red shows the client's speech.

    • Speech recognition may fail for proper nouns, uncommon terms such as internal company terminology, fast speech, and unclear speech.

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