On July 1, 2026, we will make the following changes to the reports:

• Add the Overflow calls item to the Circuit list report
• Display values that include the number of Predictive calls in certain items in the User list report

Scheduled change date

Night of Wednesday, July 1, 2026

Affected customers

Customers who use the MiiTel Call Center report

Newly added item

The following item will be added to the Circuit list report.

Item name: Overflow calls

Position: To the right of the Short abandoned calls item

Items with changed display values

The following items in the User list report will display values that include the number of Predictive dialer calls. Due to this change, values for the following items may be larger than before.

• Call (Total number of calls): Includes the number of Predictive calls
• Call (Average time): Includes the time and number of Predictive calls
• Call (Total time): Includes the time from the start to the end of Predictive calls
• Outgoing call (Number of calls): Includes the number of Predictive calls
• Outgoing call (Average time): Includes the time and number of Predictive calls
• Outgoing call (Total time): Includes the time from the start to the end of Predictive calls
• On-hold calls (Total number of calls): Includes the number of holds that occurred during Predictive calls
• On-hold calls (Average time): Includes the time and number of holds that occurred during Predictive calls
• On-hold calls (Total time): Includes the total hold time that occurred during Predictive calls
• Connection rate (%): Includes the number of Predictive outbound calls in the calculation
• Hold rate (%): Includes the number of Predictive calls that were put on hold at least once in the calculation
• CPH: Includes the number of Predictive calls in the calculation
• AHT: Includes the number of Predictive calls in the calculation

If you have any questions, please contact us.