Softdial Reporter™ 5

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

At a Glance

R
Multimedia session data displayed visually
R
Presented on one dashboard using widgets
R
Shared folders with easy navigation
R
Web application/ browser based
R
Set threshold limits – colour alerts
R
Information on both real-time and historical data
R
Schedule reports for export
R
Fully customisable
R
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.
    {

    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.

    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

    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

    Flexible Contact Center Platform

    Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

    Contact Center as a Service (CCaaS)

    Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

    Blended Media Desktop

    Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

    Work Anywhere

    Work Anywhere

    Browser-based tools, no software installation required

    Cloud Or On-Premise, Multi-Tenant

    Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

    Customise, Localise, White Label

    Customise, Localise, White Label

    Design all user interfaces to individual requirements

    Integration Via APIs

    Integration Via APIs

    'Swap out' components and integrate with 3rd party apps

    World Class Development

    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

    All Media Channels

    Voice, chat, email, social, etc - fully integrated and blended

    Agent Multi-Tasking

    Agent Multi-Tasking

    Work with multiple live contact sessions of any media channel

    Dynamic Workforce Management

    Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

    Predictive Dialing

    Predictive Dialing

    Best-of-breed performance under compliance

    Optimised Inbound Routing

    Optimised Inbound Routing

    Smart rules and 'best-available' decisions to drive great customer service

    Agent Scripts

    Agent Scripts

    Help agents achieve and maintain excellence

    Voice and Screen Recording

    Voice and Screen Recording

    See and hear exactly how agents are interacting

    Analytics and Data Feeds

    Analytics and Data Feeds

    Measure and evaluate performance at every level

    IVR, Bots & Conversational AI

    IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

    Customer Journey Tracking

    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™

    Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

    Softdial Scripter™

    Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

    Sytel AI Dialer™

    Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

    Softdial Pathfinder™

    Softdial Pathfinder™

    Precise routing rules for 'best available' connection

    Softdial Media Server™

    Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

    Softdial Reporter™ 5

    Softdial Reporter™ 5

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

    Softdial Publisher™

    Softdial Publisher™

    Comprehensive data output to build your own reports

    Softdial Recording Monitor™

    Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

    Softdial Campaign Manager™

    Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

    Softdial Repository™

    Softdial Repository™

    Central storage and configuration of common resources

    Sytel Global Compliance™

    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

    Customer Service

    Connect quickly to well equipped agents

    Sales & Telemarketing

    Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

    Healthcare

    Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

    Market Research

    Market Research

    Best-of-breed predictive dialing with CATI integration

    Collections

    Collections

    Automated inbound/ outbound blending integrated with any debt management app