On May 14, 2026, we will make the following changes to the circuit list in the Report.

• Add the Number of voicemails item
• Add the Number of SMS item
• Display values that include Predictive call counts for specific items

Scheduled change date

Night of May 14, 2026 (Thu)

Affected customer

Customers using the report feature in MiiTel Call Center

New items

The following two items will be added.

Item name: Number of voicemails
Added location: To the right of the "Service level (%)" item

Item name: Number of SMS
Added location: To the left of the "Repeat calls" item

Items that will include predictive call counts

The following items will display values that include Predictive call counts. For details, see Download reports as CSV (MiiTel Call Center).

• Call (Total number of calls): Includes Predictive call counts
• Call (Average time): Includes Predictive call duration and count
• Call (Total time): Includes time from the start to the end of Predictive calls
• On hold (Total number of calls): Includes the number of times Predictive calls were put on hold
• On hold (Total time): Includes the total time Predictive calls were on hold
• On hold (Average time): Includes the time and count for Predictive calls being put on hold
• On hold rate (%): Includes the number of Predictive calls that were put on hold one or more times
• Total outgoing calls: Includes Predictive call outgoing calls
• Outgoing calls: Includes the number of outgoing Predictive calls where the recipient answered
• Missed outgoing calls: Includes the number of outgoing Predictive calls where the recipient did not answer, or the user could not answer
• Connection rate (%): Includes Predictive call outgoing calls
• Maximum simultaneous outgoing calls: Includes Predictive call outgoing calls

If you have any questions, please contact us.