Reporting

To access the Softdial Reporter™ user interface, the user must first log in to SCC. See Accessing Client Applications.

On successful login, the web client Home page appears.

Fig. 1 - Client Applications

Click on Reporter. Softdial Reporter™ 5 will open.

To confirm the login, click the Main Menu icon (top right). The first line is (User: <your username>).

This menu also allows direct navigation to other SCC client applications.

The following terms are used when describing its usage:

Term	Description
Widget	A configurable data visualisation, showing user-specified data in one of a variety of forms. For details, see Widgets - Using Widgets
Dashboard	A collection of widgets in a single window, or dashboard. For details, see Dashboards
Static Report	A 'snapshot' report of filtered call center metrics over a specified period of time. For details, see Static Reports

Fig. 2 shows the data flow in Softdial Reporter™ 5.

Fig. 2 - Softdial Reporter™ 5 Data Flow

The data flow process is as follows:

1. As a campaign (or project) is running, Softdial CallGem™ generates SDMP enumeration messages which contain the details of all agent, campaign, queue and session events.
2. The Data Integrity Layer tags each of these messages and stores them in persistent storage before passing them on to the RvAggregator. This greatly improves resilience by providing immunity from network or database latency issues. Even if there is a catastrophic failure further down the process, the event data is saved and can be processed when the system is recovered.
3. The Aggregator produces aggregated data over a rolling 5 minute window and sends this data as a 'Status Collection' to the MongoDB every 3 - 10 secs. Hourly and daily aggregations are also saved. Some data (such as agent activity and session event data) is logged as discrete events.
4. The RvReports Server provides access to the aggregated and non-aggregated data for the web clients. It also holds 'mapping' information (like 'schema' data for an SQL database) which can be requested by the web client.
5. The Web Client requests mapping information from the Reports Server and uses this to match the data received from MongoDb to user defined report 'views'. These 'views', or report definitions may be saved as 'dashboards' in MongoDb via the RvStorage Server.
6. The Web Server used to deliver pages to the web client is IIS.