At a Glance
Multimedia session data displayed visually
Presented on one dashboard using widgets
Shared folders with easy navigation
Web application/ browser based
Set threshold limits – colour alerts
Information on both real-time and historical data
Schedule reports for export
Fully customisable
Export to CSV or Excel
About Softdial Reporter™ 5
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 Channels
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.
Export frequency
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
Build your own
The quality of reports has helped us identify areas that require improvement which we’d previously overlooked.
Softdial Reporter dashboard examples
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
Learn more about SCC’s modules:
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What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
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Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
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Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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 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™
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
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care