Reporting Feeds

Feed historical and live event data into external reporting tools

At a Glance

Reporting and Data Feeds

Subscribe to receive the precise event data you need

Reporting and Data Feeds

Connect over TCP sockets or HTTPS

Reporting and Data Feeds

Subscribe to receive events for queue/ campaign, agent or media

Reporting and Data Feeds

Multiple subscriptions to feed multiple tools

Subscribe to data feeds for custom reporting

Sytel offers a range of reporting options that allow contact centres to extract key data to give them information about how their system is performing. Ready-made solutions such as Softdial Reporter™ 5 and Softdial Publisher™ database feeds cover most needs.

However, end users who need more specific and customised reporting can programmatically connect to the Sytel solution and ‘subscribe’ to notifications of status change events, which can be used to generate data.

Notifications of status change

Subscribers can receive notifications for:

  • campaign
  • agent
  • queue
  • telephony


Diagram showing external applications subscribing to CallGem to receive status updates which can then be fed into external reporting tools.
Diagram showing external applications subscribing to CallGem to receive status updates which can then be fed into external reporting tools

Subscription examples

Some examples of how this process of subscription might be used are:

  • An application might subscribe to track each status change on an agent’s application such as when a user switches focus from one session to another
  • Subscribe to receive the content of each chat message for storage in an external database
  • Receive campaign status changes and store the data in an application that can be used to show campaigns states to supervisors.


Subscription methods

SCC offers several methods for developers to subscribe and receive update messages:

  • TCP Sockets connection – suitable for local network connections
  • HTTP connection – there are several subtypes. These are ideal for connection over the internet from either a client application or a server application that stores status update data in a database.


See also ...

Softdial Reporter™ 5

Fully customisable performance reports across all channels, at a glance

Analytics and Data Feeds

Measure & evaluate the performance of agents, queues & campaigns

Softdial Publisher™

Comprehensive data output to build your own reports

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, 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

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & 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 to conversations


Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


Secure, highly-configurable multichannel communications for excellence in patient care