From July 4, 2024, you can check the following types of data in MiiTel Call Center.

Real-time monitor

• Occupancy rate *1
• AHT *2

Summary

• Repeat call rate *3

Report

• Occupancy rate
• AHT

*1: Occupancy rate is the ratio of time users spent responding to customers during their working hours. Occupancy rate = (On call* + Post-call*) ÷ (On call* + Post-call* + Available* + Outgoing calls only*)
*This is the status name and the time each status was set.

*2: Average handling time (AHT) is the average time spent per call. (From the start of the call to the end of Post-call.)
AHT = (On call* + Post-call*) ÷ Total number of calls
*This is the status name and the time each status was set.

*3: Repeat call ratio is the ratio of calls received from the same phone number multiple times.
Repeat call ratio = Number of repeat calls / Number of answered calls × 100
(If you received three calls from the same phone number, the number of repeat calls will be 2. If you received four calls, the number of repeat calls will be 3.)