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.