Softdial Reporter™ 5

Completely adaptable performance statistics, visual representations, and reports for all communication channels

At a Glance

Visual representation of multimedia session data
Displayed within a single dashboard using widgets
Folders that can be shared with straightforward navigation
Browser-based web application
Establish threshold limits and receive color-coded alerts

About Softdial Reporter™ 5

Softdial Reporter™ 5 offers a comprehensive view of your contact center’s performance. It’s a quick and easy-to-install service that lets you customize the displayed information to suit your specific requirements. The data is presented in discrete sections called widgets, arranged in a dashboard layout of your choice.

You can choose from various display styles, including raw data tables, prominent numerical figures, and sophisticated graphs like pie charts, bar graphs, line charts, and area charts. Moreover, all reports can be exported in CSV or Excel formats for further analysis and sharing.

Reporter features

Softdial Reporter is a feature-rich reporting tool with the following capabilities:

All Media Channels

You can generate reports for all multimedia sessions, including voice, chat, email, social media and SMS, both inbound and outbound, that pass through the SCC.

Data anywhere, anytime

The web-based service provides the flexibility to access the specified information from any location. For instance, you can display key contact center information on the main wall board for everyone to see, while also monitoring specific areas using your tablet while on the go. There are no limitations or restraints.

Custom KPIs

You can generate reports on all multimedia sessions, including voice, chat, email, social media and SMS, both inbound and outbound, that pass through the SCC.

Shared folders

You can access standard reports stored in shared folders that are available for everyone to use. The intuitive folder layout makes it easy to navigate and quickly access the desired report. Additionally, you have the flexibility to generate additional reports as needed, allowing you to report on ad-hoc or non-standard information.

Export frequency

You can generate reports for export in both CSV and Excel formats. These reports can be generated as one-time exports or scheduled to run at user-defined pre-set intervals.

Set thresholds

You can set threshold limits on widgets to quickly draw your attention to situations where certain measurements meet or exceed specified limits. When thresholds are breached, the color of the data changes, making it easy to notice and address these situations promptly.

More / less detail

At times, you might need more detailed information from the widget display. You can hover over a widget with your mouse or use your finger on a touchscreen to access additional information in the context menu, which includes descriptions and their respective values. Widgets can also be minimized, showing only the header. Double-clicking the header will return the widget to its full-size view.

Build your own

You have complete freedom – a template widget is provided for your full customization of items. Let your imagination and business requirements be your guide.