Customizing call scoring rules

After the call history data is accumulated from the start of use, we can change the score for each analysis item to score it in a way that is appropriate for your organization.

  1. In MiiTel Analytics [Settings] __________2019-10-01_18.33.51.png.
  2. Click on Scoring Rules.
  3. Check the "Enable scoring rule customization" checkbox.

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  1. Customize the items you need.
  • Base score: the first score the user has
  • .
  • Call duration: rated by the length or shortness of the call
  • .
  • Talk : Listen ratio: the ratio of time the operator is speaking to the time they are listening
  • .
  • Number of silences: Number of times neither the operator nor the customer speaks for more than 3 seconds
    Score = (Total number of silences ÷ Total call time (minutes)) × -10 points.
  • Collisions: Number of times the operator and customer's speech overlapped for more than 1 second
    Score = (Total collisions ÷ Total call time (minutes)) × -10 points.
  • Score Adjustment: Set the minimum and maximum values that determine the range of the total score
  • .
  1. After customizing the score, enter the value in the "Simulation" in the rightmost column of each item to see how the score will be calculated with the rules you set.

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  1. After setting, click the [Save] button.

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