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), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or 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 Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

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 Types

All Media Types

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app