At a Glance
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 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.
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.
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.