Softdial Publisher™

Extensive data export options for creating your custom reports.

At a Glance

What is Softdial Publisher™?

Softdial Publisher empowers customers to craft their own reports, utilizing both real-time and historical data. It possesses the capability to transmit these metrics to external databases or reporting systems.

Customized reports

Every action and event that occurs within the contact center generates a data event. These data events are transmitted to the Softdial Contact Center™ (SCC) command and control center. The Softdial Publisher service is designed to track and capture these data messages, and then transfer them to a relational database that customers can utilize to create their own customized reports.

This access to data empowers the creation of tailored reports that cater specifically to each customer’s unique needs, focusing on the specific aspects that matter most to them. These reports can be easily modified, scheduled to run at specific times, or generated on-demand as frequently as required.

The data can be exported to any relational database that suits the customer’s infrastructure. Publisher simplifies this process by populating schemas based on the data supplied by CallGem, making it straightforward for customers to manage within their chosen relational database.

In the event of an outage, Softdial Publisher is equipped with recovery mechanisms that ensure the uninterrupted flow of data from CallGem to Publisher when the connection is restored, preventing any data loss.

Examples of data provided by Softdial Publisher

Data made available by Softdial Publisher includes:

Agent information – This encompasses details like agent names and state changes such as logins and logouts.
Sessions – It provides information about call and session start times, end times, and outcomes.
Queue activity – This includes data on the count of queued calls, answered calls, and SLA (Service Level Agreement) statuses.
Campaign activity – It covers metrics like the count of abandoned calls within campaigns.