Softdial Reporter™ 5

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

At a Glance

Softdial Reporter™ 5

Multimedia session data displayed visually

Softdial Reporter™ 5

Presented on one dashboard using widgets

Softdial Reporter™ 5

Shared folders with easy navigation

Softdial Reporter™ 5

Web application/ browser based

Softdial Reporter™ 5

Set threshold limits – colour alerts

Softdial Reporter™ 5

Information on both real-time and historical data

Softdial Reporter™ 5

Schedule reports for export

Softdial Reporter™ 5

Fully customisable

Softdial Reporter™ 5

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 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

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.
{
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.

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:

Latest posts

4 Strategies to Lower Customer Wait Times

4 Strategies to Lower Customer Wait Times

Predictive Dialers – The Measurement that Matters Most

Predictive Dialers – The Measurement that Matters Most

CCaaS for Enterprise – Is it Time to Jump?

CCaaS for Enterprise – Is it Time to Jump?

The Enterprise ACD as a Cloud Service: Facing the Challenge

The Enterprise ACD as a Cloud Service: Facing the Challenge

Is Your CCaaS Platform Architecture Fit for Purpose?

Is Your CCaaS Platform Architecture Fit for Purpose?

Moving to Cloud-Based CCaaS – 5 Must-Haves

Moving to Cloud-Based CCaaS – 5 Must-Haves

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
  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • 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

Automated, ‘best available’ decisions to manage agents and balance work load, 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

Collections

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