Sytel's 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:

  • Campaign
  • Agent
  • Queue
  • Telephony events

Diagram showing external applications subscribing to CallGem to receive status updates which can then be fed into external reporting tools

Examples
Some examples of how this process of subscription might be used are:

  • An application might subscribe to track each status change on an agent's application such as when a user switches focus from one session to another.
  • Subscribe to receive the content of each chat message for storage in an external database.
  • Receive campaign status changes and store the data in an application that can be used to show campaigns states to supervisors.

Subscribing methods
Sytel offer several methods for developers to subscribe and receive update messages:

  • TCP Sockets connection – suitable for local network connections.
  • HTTP connection – there are several subtypes.  These are ideal for connection over the internet from either a client application or a server application that stores status update data in a database.

Features

  • Specify exactly what category of data you want to pull
  • Pull metrics using different connection technologies
  • Pull metrics from different sources
  • Can use more than one system for pulling different information