Analytics and Data Feeds

Assess and appraise performance across all levels comprehensively.

At a Glance

Reporting solutions tailored to meet any specific requirement.

During customer contact sessions, Softdial Contact Center™ (SCC) continuously generates data events and duration statistics at various levels within the ecosystem, including session, agent, queue, and campaign. SCC offers a range of reporting solutions to capture, view, and analyze these data points, accommodating the diverse needs of individual contact centers. These reporting solutions are outlined below:

1. Softdial Reporter™

Softdial Reporter 5 stands as our advanced web-based reporting application, featuring an exceptionally flexible and customizable user interface.

This tool empowers users to generate a diverse array of reports, presenting all information streams from SCC in a visually clear and comprehensible format. The unique advantage of Reporter 5 lies in its ability to add, remove, and resize reports as needed, all from a single, unified dashboard.

Reporter 5 goes even further by granting users the autonomy to craft and adjust their own reports, allowing for real-time online monitoring of progress or the scheduling of printed reports for delivery. Moreover, it introduces new Key Performance Indicators (KPIs) and comprehensively covers all agent activities across various media, encompassing text-based sessions like web chat, chat, and email interactions.

Delve into the extensive capabilities of Softdial Reporter by clicking here >>

2. Reporting feeds

A reporting feed is a straightforward stream of event data that can be received by one or more external reporting applications. This information serves as the foundation for generating reports related to campaigns, queues, agents, or telephony operations.

By subscribing to status updates within SCC, end users can harness this data to create highly customized reports tailored to their specific needs.

For an in-depth understanding of how reporting feeds operate, please visit Find out how reporting feeds work here >>.

Did you know?

You no longer require a large support staff to gather and publish performance data. SCC’s advanced reporting tools empower companies to significantly reduce their analytics budget by up to 50%.

3. Database feeds

Every action within the contact center generates individual data events that are transmitted to SCC. These events can be seamlessly directed to a relational database, opening up opportunities for end users who prefer to conduct their own reporting.

SCC goes above and beyond by providing both historical and real-time feeds for every event within the system. The histories of all media sessions are diligently preserved within SCC and can be readily retrieved whenever needed.

For additional information on database feeds, please visit