Softdial Reporter™ 5

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

At a Glance

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Multimedia session data displayed visually

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Presented on one dashboard using widgets

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Shared folders with easy navigation

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Web application/ browser based

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Set threshold limits – colour alerts

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Information on both real-time and historical data

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Schedule reports for export

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Fully customisable

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Export to CSV or Excel

About Softdial Reporter™ 5

Softdial Reporter™ 5 is your complete view on how the contact center is performing. This quick to install and activate service allows you to display the information that is relevant to you in a style that suits your needs. All the data you need to track is displayed in discreet individual sections known as widgets, housed in a dashboard display using a layout that is specified by you.

Data can be displayed in a range of styles – raw data tables, big numbers and highly refined graphs such as; pie, bar, line and area.

All reports can be exported to CSV or Excel formats.

Reporter features

Softdial Reporter is a feature-rich reporting tool. It’s features include:

  • All media types
    All multimedia sessions; voice, chat, email and sms, both inbound and outbound, passing through the SCC can be reported on.
    • Data anywhere, anytime
      The web-based service gives you freedom to access the information you have specified in any location. For example, to show the contact center key information on the main wall board for all to see but keep an eye on specific areas using your tablet while on the move – no limitations and no restraints.
    • Custom KPIs
      All multimedia sessions; voice, chat, email and sms, both inbound and outbound, passing through the SCC can be reported on.
    • Shared folders
      Standard reports are available in shared folders for everyone to use. Intuitive folder layout enables easy navigation to quickly access the required report. Additional reports can be generated as required, providing full flexibility to report on ad-hoc or non-standard information.
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    Since moving to Softdial Reporter, it’s ease of use and enhanced reporting options have not only sped up our analytics output, it’s resulted in half as many people needed to produce in-depth reports.

    The quality of reports has helped us identify areas that require improvement which we’d previously overlooked.

    • Export frequency
      Reports can be generated for export to CSV and Excel formats. These reports can be one-off or scheduled to run at user defined pre-set intervals.
    • Set thresholds
      You may have certain measurements that need to stay within specific limits. Applying thresholds to widgets ensures that every time those measurements meet or exceed the given threshold the colour of the data changes, thereby quickly drawing your attention to the situation.
    • More/ less detail
      There are times when the information displayed in the widget just needs a bit a more explanation. By hovering over with a mouse, or using your finger on a touchscreen, additional information will appear in the context menu, such as; the description and its value. Widgets can also be minimized leaving only the header visible. Simply double clicking on the header will revert the widget back to full size.
    • Build your own
      There are no constraints – a template widget is available for your complete customization of items. Let your imagination and business needs guide you.

    See also ...

    Softdial Publisher™

    Comprehensive data output to build your own reports

    Reporting Feeds

    Feed historical and live event data into external reporting tools

    Analytics and Data Feeds

    Measure & evaluate the performance of agents, queues & campaigns

    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

    • 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 Media Blending

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

    • Predictive Dialing

      Best-of-breed performance under compliance

    • Intelligent 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 dialing 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