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.)

For more details, see Set up single sign-on (SSO) using SAML with Microsoft Entra ID.

Anda sekarang dapat menyesuaikan status away Anda di MiiTel Phone dan real-time monitor (MiiTel Call Center).

Anda juga dapat menyembunyikan status default atau memindahkannya ke bagian bawah daftar. Untuk detail lebih lanjut, periksa Kustomisasi status Away Anda.

Mulai dari 20 Juni 2024, cara untuk mencari nomor telepon di beberapa layanan MiiTel akan diubah.

Jadwal

June 20, 2024

Apa yang akan berubah?

Metode pencarian nomor telepon akan berubah dari pencocokan parsial menjadi pencocokan tepat saat mencari nomor telepon di bidang-bidang berikut.

• Phone Number (Circuit title) di MiiTel Phone (Call History > Filter)
• Phone Number (Circuit title) di Call History List
• Phone Number (Circuit title) di opsi pencarian Call History.
• Phone Number (Circuit title) di Dashboard filtering conditions