With the word frequency report (beta), 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 fee. For more details, please contact us.
This page provides the details of the reports you can check from the word frequency report (beta).
Contents
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.)
- 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
NOTE
- If you want to save the filtering conditions, click Filter, then bookmark the page on your browser.
Ranking of words by frequency of usage
You can check the top 300 frequently used words.
1Frequently used words: Frequently used words. (Top 300 words with the highest score)
2Score: The most frequently used word will be scored 100 points. Normally, the word included in most call histories tends to have a higher score, but the scores for words such as "to" or "about," which are mentioned in many call histories, will be lower.
3Frequency: Total number of call histories with the mentioned word.
4User or Customer: You can check the words separately by the user and customer.
NOTE
- If
is displayed, it means that the ranking 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
to check the ratio of call histories that includes the word.)
- 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.)
Word frequency cloud
For the words that are used more frequently, they will be displayed in a large font. You can also check the data separately between the user and the customer.
NOTE
- If
- 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.)
1User or Customer: You can check the data separately by the user and customer.
2Word: You can set three words out of the top 300 words with the highest score.
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.)