Although sales agents and customer support agents have an important role in being the direct representative of the company to the potential/existing customers, nobody knows why their performance varies depending on each agent. This is because conversations between agents and customers are black box. Agents must be able to “read” the situation by understanding customer’s pain points, answering questions, handling objections and challenges, and more. MiiTel analyzes and visualizes “what” and “how” sales agents are talking with customers ( ex.talk:listen ratio, interruption, talk speed, call transcriptions etc.). Agents are able to improve their sales/support skills by themselves based on these quantitative.