Word frequency report

With the word frequency report, you can collect the data of frequently used words spoken by your organization's MiiTel users by the period, each user, each phone number, etc.
You can analyze and visualize users' speaking habits and high performer's talking skills with this report, and you can also use it as a guide for registering keywords

  IMPORTANT

  •   On the word frequency report, you can check the frequently used words from the call histories based on the history's retention period. By default, you can check the words on the report from the day when the call history was created to the end of the following month. (E.g., Call histories from April 1 to April 30 will be reflected in the report until May 31.) If you want to save the call histories in MiiTel Analytics for a longer period, you need to subscribe to the MiiTel data storage extension. For more details, please contact us.

This page provides the details of the reports you can check from the word frequency report.

Contents

Select the speaker

You can switch between the user and customer to check the word cloud, list, and the trend of the frequently used words spoken. After switching, all data for this speaker will be reflected on this screen.

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Filtering conditions

You will set the Date range, Call memo, Call type, etc., to create a word frequency report by the call histories or scores that meet the set conditions. (For call memos, you must create a call memo beforehand from MiiTel Admin.)

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  • If you select This week or Last week for Date range, the aggregation period will be from Sunday to Saturday.
  • For the Phone number, you can enter the number with or without hyphens.
  • If you check Select all of positive calls for Call memo, the search results will only include the call memos with Mark as positive impression.
  • For the following fields, you cannot set multiple values.
    • Comment
    • Transcript
    • Customer company name
    • Customer name

Ranking of words by frequency of usage

  NOTE

  •  The deleted words will only be removed from the word frequency report of the user who deleted them from the list.
  •  The deleted words will only be removed from the word frequency report of the User or Customer that is currently being displayed.
  •  You can check the deleted words by clicking Deleted words. If you want to show these words again in the word frequency report, check those words and click Restore.
  •   If icon.png is displayed, it means that the word cloud includes words from some of the call histories that were randomly selected due to having many call histories during the period set in the filtering conditions. (You can scroll your mouse on info-circle-solid.svg to check the ratio of call histories that includes the word.)

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  •   Only words mentioned in three or more calls during the period set in the filtering conditions will be included in the report. (The frequently used word must be mentioned during the call.)

Trend of word frequency

You can check the number of call histories with the mentioned word for each day by a line graph. (You can select three words for this graph.) 

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  NOTE

  •   Only words mentioned in three or more calls during the period set in the filtering conditions will be included in the report. (The frequently used word must be mentioned during the call.)

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