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

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

  • Contact Center as a Service (CCaaS)

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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

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

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

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

  • 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

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™

    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™

    Best-of-breed predictive dialer; maximum 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app