The values for "Tags" and "Topics" in the Table tab of the Video dashboard (Beta) can now be switched between percentage and number display.

Note that when downloading CSV from the Table tab, the items displayed will be output to the file.

Scheduled Change Date

Night of January 28, 2026 (Wed)

Change Details

A button will be added to the Table tab of the meeting dashboard (beta version) to switch between percentage and number display.

• Tags
• Topics

Note that when downloading CSV from the Table tab, the items displayed will be output to the file.

• When percentage display is selected: Only items displayed as percentages will be output
• When number display is selected: Only items displayed as numbers will be output

If you have any questions, please contact us.

For tenants newly opened on or after January 15, 2026, only tags created in advance in MiiTel Admin will be available.
On MiiTel Phone, the tag input screen Create new tag will no longer be displayed, and new tags cannot be created.

Affected customers

Customers using MiiTel Phone on tenants newly opened on or after January 15, 2026 (Thu)

Changes

• The Create new tag on the tag input screen will no longer be displayed, and new tags cannot be created

Note

• New tags can be created in MiiTel Phone Analytics Call History.
• Only tags created in MiiTel Admin Tag settings will be available to use.
• If you want to Edit the list of tags displayed on MiiTel Phone, please refer to Pre-configure tag items.

Please note that we plan to discontinue the new tag creation feature on MiiTel Phone for all tenants in the future. We will inform you again once a detailed schedule is decided.

If you have any questions, please Contact us with Support.

For tenants newly opened on or after January 15, 2026, the tag registration screen will be displayed by default at the end of calls on MiiTel Phone. 
(In MiiTel Admin > Tag > Basic setting, Tag Input Settings will be opened with "Tag Input" enabled)
If you have set up tag items in MiiTel Admin Tag Settings, you can select and save tags after the call ends. 

If not configured tags, a message prompting you to configure tag settings will be displayed.
By saving tags, you can efficiently categorize and manage call content, talk, and response quality, making them visible. This can be used to analyze customer needs and issues. Please make use of it.

Affected customers

Customers using MiiTel Phone on tenants newly opened on or after January 15, 2026 (Thu)

Changes

• At the end of calls on MiiTel Phone, the tag registration screen will be displayed by default

If you have any questions, please contact us.

The Summary and the Circuit list displayed on the MiiTel Call Center Real-time monitor now include the number of predictive calls.

Items included in the number of predictive calls

Summary:

• Current status
  • On call
  • In queue
  • Maximum waiting time
• Today's summary
  • Outgoing calls
  • Missed outgoing calls
  • Connection rate

The Circuit list of the Real-time monitor :

• On call
• Outgoing calls
• Missed outgoing calls
• In queue
• Maximum waiting time
• Connection rate
• Maximum simultaneous outgoing calls
• On hold
• Number of holds
• Hold time
• Hold rate

Starting the night of January 8, 2026 (Thu), values displayed in MiiTel Call Center reports will be shown to one decimal place. This change will allow for a more detailed analysis of the data.

Effective date

Night of January 8, 2026 (Thu) night

Affected customers

Customers who use the report features in MiiTel Call Center.

Scope of impact

All numerical values displayed in the following reports:

• User list
• Circuit list

Details of Changes

All numerical values in the User list and the Circuit list reports will now be displayed to one decimal place.

On January 14, 2026, we will add the “Login time” item to the User List reports. This update will allow for analysis based on work hours in exported CSV files.

Scheduled addition date

January 14, 2026 (Wed)

Additional items

The “Login time” item will be added. “Login time” is calculated as follows:

Login time = Total duration of all statuses, excluding "Offline" and "No Data" statuses.

Placement of the additional items

In the User list report, this new “Login time” item will be inserted between the Utilization rate (%) item and the CPH item.

Starting February 4, 2026 (Wed), we will change the method used to calculate the median values displayed on the Dashboard and the Video Dashboard (Beta).

Effective date

February 4, 2026 (Wed)

Affected customers

Customers who have selected "Median" as an aggregation condition on the Dashboard and the Video Dashboard (Beta)

Scope of impact

All items where numerical values for the following dashboards are displayed:

• Dashboard
• Video Dashboard (Beta)

Details of Changes

Before the change:

• For an even number of values, the median is calculated as the average of the two middle values.

After the change:

• For an even number of values, the median will be calculated as the largest value closest to the median.

The figure below illustrates an example of the median calculation displayed in the Aggregation tab of the Dashboard.

If you have any questions, please get in touch with us.

With the release of Salesforce template types, we will be changing the specifications for integrating meeting minutes from the Video Analytics to Salesforce Opportunity and Event records, effective January 28, 2026 (Wed).

From that date onward, integrating meeting minutes to Salesforce records from the Video Analytics will only be possible for minutes created using a Salesforce template. Meeting minutes created with a Section template can no longer be integrated with Salesforce records.

Effective date

Night of January 28, 2026 (Wed).

Affected customers

Customers are using the Salesforce Video History Integration.

Details of Changes

Meeting minutes created with the Section template type can no longer be integrated from the Video Analytics to Salesforce Event and Opportunity records.

Note: Meeting minutes integrated to Salesforce records prior to January 28, 2026 (Wed) will not be deleted after the change.

The MiiTel Meeting Analytics > Video Dashboard has been modified to display only meeting histories for which speech analysis has been completed.
Along with this change, we added “Recording status” as a search option in the Video List.
If you want to filter for meeting histories where speech analysis has not yet been completed, please use this option.

Recording status

You can search meeting histories by the following statuses:

• Any: All meeting histories
• Ready: Playable meeting histories
• Processing: Meeting histories undergoing audio analysis
• Processing failed: Meeting histories where audio analysis failed
• Not uploaded: Meeting histories where recordings have not been uploaded

If you have any questions, please contact us.

Starting November 27, 2025 (Thu), three new items to the Real-time monitor of the MiiTel Call Center will be available, and they can also be output to reports. 

This will enable a more accurate understanding of operator handling status and allow for speedier decision-making for call center improvements.

Scheduled Date

November 27, 2025 (Thu)

Added Items

• Short abandoned calls: The number of missed incoming calls where the ring duration was five seconds or less.
• Missed incoming calls (with ringing): The number of incoming calls that were missed after ringing.
• Hold rate: The ratio of calls placed on hold to the total number of calls.
  • Circuit list: 
    Hold rate = (Number of calls placed on hold per circuit ÷ Total number of calls* per circuit) × 100
    * Total number of calls = Number of incoming calls + Number of outgoing calls
       (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)
  • User list: 
    Hold rate = (Number of calls placed on hold per user ÷ Total number of calls* per user) × 100
    * Total number of calls = Number of incoming calls + Number of outgoing calls + Number of transferred calls
       (Transferred calls are included in the number of calls placed on hold. Internal calls, group calls, whispering, and monitoring calls are not included.)

Where to Find the New Items

The User list of the Real-time monitor

• Hold rate (Added to the default view upon release.)

The Circuit list of the Real-time monitor

• Short abandoned calls
• Missed incoming calls (with ringing)
• Hold rate (Added to the default view upon release.)

The User list report

• Hold rate

The Circuit list report

• Short abandoned calls
• Missed incoming calls (with ringing)
• Hold rate

If you have any questions, please contact us.