(Note: I didn't call them, you can check the original tweet and the audio from null_hxh on Twitter but I will keep this conversation as "me" because I think that's going to be easier to translate/read)
me: Can you please tell me why explaination for "internal data" keeps changing?call center agent: I think it's a misunderstanding because although we explain the same thing over and over again, it looks like the fans don't understand it well. Please allow me to explain again, internal data is the summing up of all artist' data from 2015 November 19th until 2016 November 18th. Now, it doesn't matter how many times the artist wins the 1st place during this one year period. The key points are- how many songs were sold and streamed/used. If you ask us "Why didn't EXO win the award when they won the first place more than BTS?", our answer is "the number of times the artist win on the chart is not the important factor. The artist gets a higher score if they stay longer on top 50 during the one year period and not how many times they win the 1st place.". Even when we explain this to the fans, they still want to check the internal data without trying to understand our (Melon) position so that is why they say we keep changing our words.
me: So you mean "internal data" = "external data"?
call center agent: Yes. The artist will get better scores if people listen and search them regualarly throughout 1 year than voting and streaming their songs for a month or two before the actual award. Internal data is the total of real time, weekly, monthly data.
The reason why we can't reveal our internal data is because we need to keep the record of all singers so we can't reveal it.
me: So if the award is delievered to an artist based on accurate information, you will not make changes?
call center agent: Yes. This happened to IU last year too but we give the award to the artist who scored the highest during the 1 year period.
me: You will not award again or reverse the winner? (asked again)
call center agent: Yes, we won't.
Take out with full credits!