At a Glance
What is Softdial Publisher™?
Softdial Publisher allows customers to create their own reports, using both real-time and historic data. It has the capacity to feed these statistics to a 3rd party database or reporting system.
Every activity in the contact center generates a data event that is sent to Sytel’s Softdial Contact Center™ (SCC) ‘s command and control center. The Softdial Publisher service can track these data messages and feed them to a relational database that customers can use to build their own reports.
Having access to this information enables tailored reports to be built that are unique to the customer providing them with information that focusses on specific areas relevant to them. The reports can be changed at any time and can be run as frequently as needed or be scheduled to run at specific times.
Data may be output to any relational database suitable for the customer. Using the data supplied by CallGem, Publisher populates schemas which makes it straight forward for customers to manipulate in their chosen relational database.
If an outage situation occurs the recovery mechanisms built in to Softdial Publisher ensures that when connection between the CallGem server and Publisher is restored, the flow of data from CallGem to Publisher will resume with no loss of data.
Examples of data provided by Softdial Publisher
- Agent information – agent name state changes (e.g. logins/logouts)
- Sessions – call / session start time / end time / outcome
- Queue activity – count of queued / answered / SLA status
- Campaign activity – abandon count
See also ...
Softdial Reporter™ 5
Fully customisable performance reports across all channels, at a glance
Feed historical and live event data into external reporting tools
Analytics and Data Feeds
Measure & evaluate the performance of agents, queues & campaigns