Call Type: The following call types are displayed: Incoming call, Incoming call (No Answer), Outbound calls, Outbound call (No Answer), Call forwarding, Internal call (No answer), Internal Call, Answering machine (No Answer), and Answering machine.
Sequence ID: An ID assigned to each call history in MiiTel Analytics (used to save the sequence of PBX side process and other processes such as analytics and front desk)
User name: Varies by the type of incoming calls
- Incoming call: The name of the user who picked up the call will be displayed.
- Incoming call (No Answer): "-" will be displayed.
- Outbound call: The name of the caller will be displayed.
- Outbound call (No Answer): "-" will be displayed.
(In the case of an unanswered call for a predictive call, "predictive call" will be displayed.)
- Call forwarding/Internal call (No Answer): "Call forwarding" will be displayed.
- Internal call/Answering machine (No Answer): "Internal call" will be displayed.
Call from: Caller's phone number or extension number
Call to: Other person's phone number or extension number
Account name: The name of the account (name of company) registered in the contact list
Contact person name: The name of the contact person registered in the contact list
Dial begin time: Time the dial has started
Call begin time: Time the call has started. Blank for missed calls of outbound and inbound calls where no call was made
Call end time: Time when the call or dial ended
Ringing time: Time when the call was placed
Call duration: Total time of the call
Call memo: Memo of the call that was registered
Overall: The score is calculated on a scale of 0 ~ 100 using the following formula.
Overall = 50 + add/subtract points based on call duration + (-1 x (Talk ratio - 40)) + (number of overlaps per minute x -10) + (number of silences per minute x -10)
<Add/subtract 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 points
60 minutes or more: -20 points
If you customize the scoring rules, the customized scoring rules will be applied.
Number of silences: Number of times neither the operator nor the customer spoke for more than 3 seconds
Number of overlaps: Number of times the operator and customer overlapped their talk for more than 1 second
Talk:Listen: Ratio of the time between the user was talking (Talk) to the time the other person was talking (Listen)
Fundamental frequency (Operator): User's frequency (Unit: Hz)
Fundamental frequency (Customer): Customer's frequency (Unit: Hz)
Intonation strength (Operator): Intonation strength of the user
Intonation strength (Customer): Intonation strength of the customer
Speech rate (Operator): User's speech rate (characters per second)
Speech rate (Customer): Customer's speech rate (characters per second)
Speech rate (Operator - Relative): Rate at which the user is speaking faster or slower than the customer
Speech rate (Customer - Relative): Rate at which the customer is speaking faster or slower than the user
Number of Rallies: Number of times the speaker has switched
Keywords (Operator): Keywords spoken by the user (Parentheses: number of times)
Keywords (Customer): Keywords spoken by the customer (Parentheses: number of times)
Parent sequence ID: An ID assigned to the parent call; the same Parent sequence ID is used for the same series of call history.
Sequence ID: An ID assigned to each call history in MiiTel Analytics (used to save the sequence of PBX side process and other processes such as analytics and front desk)
Previous sequence ID: Sequence ID of the previous action (blank if there was no previous action)
Call type: Type of calls
・play: Indicates that the sound set in the incoming call rule has been played
・outbound: Outbound call/Outbound call (No Answer)
・incoming: Incoming call/Incoming call (No Answer)
・forward: Call forwarding/Automatic transfer
・internal: Internal call
・read: When IVR is set, an indication that the caller has pushed the number according to the voice will be done. (This is the method of playing the voice to accept DTMF push along with playing the voice used during IVR, etc.)
Method: Details of call type
・PLAY_ACTION: Play sound
・OUTBOUND: Outbound external call
・INBOUND: Incoming external call
・INTERNAL: Internal call
・INTERNAL_ATXFER: Internal transfer
・AUTO_TRANSFER: Automatic transfer
・AUTO_RECORD: Answering machine
・READ_ACTION: Push number by IVR
Action / Action key / Action value will be displayed as follows, depending on the call type
<Normal calls/Group call transfer>
Action: group
Action_key: Group ID for received/transferred calls
Action_value: The name of the group that received the incoming call is displayed
<When transferring a call to an individual extension number>
Action: user
Action_key: User ID of the other person (transferred calls)
Action_value: User ID
<DTMF(READ)>
Action: dtmf
Action_key: dtmf number
Action_value: dtmf number
<For queuing>
Action: queue
Action_key: queue ID
Action_value: Name of queue
User name: Name of the user who answered the call
Call from: Caller's phone number
Call to: Other person's phone number
Dial begin time: Time the dial has started
Call begin time: Time the call has started. Blank for missed calls of outbound and inbound calls where no call was made.
Call end time: Time when the call ended
Account name: The name of the account (name of company)
Contact person name: The name of the representative for the company
File name: File name of the audio file (m4a format), which was downloaded from MiiTel Analytics
Call memo: Memo of the call that was set up in history
Keywords (Operator): Keywords spoken by the user (Parentheses: number of times)
Keywords (Customer): Keywords spoken by the customer (Parentheses: number of times)
Overall: Overall score
Number of silences: Number of silences
Number of overlaps: Number of overlaps
Talk:Listen: Ratio of the time between the user was talking (Talk) to the time the other person was talking (Listen)
Fundamental frequency (Operator): User's frequency (Unit: Hz)
Fundamental frequency (Customer): Customer's frequency (Unit: Hz)
Intonation strength (Operator): Intonation strength of the user
Intonation strength (Customer): Intonation strength of the customer
Speech rate (Operator): User's speech rate (characters per second)
Speech rate (Customer): Customer's speech rate (characters per second)
Speech rate (Operator - Relative): Rate at which the user is speaking faster or slower than the customer
Speech rate (Customer - Relative): Rate at which the customer is speaking faster or slower than the user
Number of Rallies: Number of times the speaker has switched