Analytics and Data Feeds

Measure and evaluate performance at every level

At a Glance

Data points for every state change of every entity

Real-time and historical data

Highly flexible & configurable visualisation tool

Output to any relational database

Output to any 3rd party reporting tools

Export in CSV or Excel formats

Reporting solutions to fit any requirement

As customer contact sessions are conducted, data events and duration statistics are generated at every point, and at many levels of the ecosystem – session, agent, queue, campaign.

Softdial Contact Center™ (SCC) provides several reporting solutions, described below, for capturing, viewing and analysing these data points to suit the different requirements of individual contact centers.

1. Softdial Reporter™ 5

Softdial Reporter 5 is Sytel’s sophisticated web-based reporting application with a highly flexible and configurable user interface.

It allows for a rich variety of reports, with clear visuals of all information feeds from SCC. All reports can be added, deleted and resized as required, all from the same dashboard.

Reporter 5 allows users to create and modify their own reports. They can monitor progress online or schedule printed reports to be sent to them. It adds new KPIs and encompasses all agent activities across all media content including text-based sessions such as web chat, chat and email.

Explore the capabilities of Softdial Reporter here >>

Softdial Reporter

2. Reporting feeds

A simple stream of event data that can be received by one or more external reporting applications. The information can be used for reporting on campaign, queue, agent or telephony operations.

By subscribing for status updates in SCC, end users can generate more customised reports.

Find out how reporting feeds work here >>

Did you know?

No more need for an army of support staff gathering and publishing performance data. SCC’s enhanced reporting tools enables companies to slash their analytics budget by 50%.

3. Database feeds

All activities in the contact center generate individual data events which are sent to SCC. These events can be fed to a relational database and utilised by end users who wish to do their own reporting.

SCC offers historical as well as real time feeds of literally all event data in the system. Histories of all media sessions are kept within SCC and can be retrieved at any time.

Find out more about database feeds here >>

Explore more of SCC’s capabilities:

All Media Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions on any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

IVR, Bots and Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context