Call Type: The following call types are displayed: Incoming call, Incoming call (No Answer), Outbound call, 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/Internall 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)