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 publishing event data to a relational database.
Softdial Publisher provides the facility for customers to create their own reports, using both real-time and historic data.
Figure 1—Publisher ODBC Configuration
Every activity in the contact center generates a data event that is sent to Sytel's Softdial CallGem, the brain within SCC. The Softdial Publisher service can track these data messages and pass them to a relational database that customers can access to build their own reports. Having access to this information enables tailored reports to be built that are unique to the customer providing them with information that focusses on specific areas relevant to them. The reports can be changed at any time and can be run as frequently as needed or scheduled to run at specific times.
Data may be output to any relational database suitable for the customer. Using the data supplied by CallGem, Publisher populates schemas which makes it straight forward for customers to manipulate in their chosen relational database.
If an outage situation occurs the recovery mechanisms built in to Softdial Publisher ensures that when connection between the CallGem server and Publisher is restored, the flow of data from CallGem to Publisher will resume with no loss of data.
Some examples of data provided by Publisher are:
Agent information; agent name state changes (e.g. logins/logouts)
Sessions; call / session start time / end time / outcome
Queue activity; count of queued / answered / SLA status
Campaign activity; abandon count