Softdial Publisher™

Comprehensive data output to build your own reports

At a Glance

Captures every state change of every entity in the contact center

Data can be output to ANY relational database

Provides flexibility for users to tailor reports to their needs

Real-time and historical data

Automatic data recovery ensures no loss of data

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.

Tailored reports

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.

Publisher ODBC Configuration

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

Learn more about SCC’s modules:

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 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