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
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.
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
