Sytel's Softdial Contact Center™ (SCC) product provides several reporting solutions to suit different requirements. These range from a simple stream of event data that can be received by one or more external reporting applications to a simple database feed to a relational database, to a complete web-reporting application with a highly flexible and configurable user interface. This product sheet contains information about custom reporting using data streams.
Subscribing for Status Updates in SCC
Sytel offers a range of reporting options that allow contact centres to extract key data to give them information about how their system is performing. Ready-made solutions such as Reporter5 and Publisher reporting solutions cover most needs. However, end users who need more specific and customised reporting can programmatically connect to the Sytel solution and 'subscribe' for events which can be used to generate data.
Subscription messages can be divided into the following categories:
Diagram showing external applications subscribing to CallGem to receive status updates which can then be fed into external reporting tools.
Some examples of how this process of subscription might be used are:
Sytel offer several methods for developers to subscribe and receive update messages: