Reports

More facts. Less fiction.

"As a general rule, the most successful man in life is the man who has the best information."

Benjamin Disraeli

Let's say that you have analysed your call durations and found that X% of your calls are over N minutes long and you would like to figure out why. Your telephone system will probably tell you all you need to know about these calls from the perspective of telephony events (what numbers they came from, what time of day they came at, which agents handled them and so on) but it will tell you absolutely nothing about the content of these conversations even though their results may exist in various business databases. Perhaps there is one minor change you could make which would at a stroke cut the length of these long calls in half. Without being able to link these calls to their content you will be confined to nothing but educated guesswork.

Why Choose Synthesys™

Why Choose Synthesis
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    Linking telephony and call content

    Because of the unique blend of features that forms Synthesys™, ingeniously straddling telephony, multimedia, CRM and your own applications, the systems allows call centre managers to do something which is truly remarkable, being able to produce and analyse reports which link business transactions and agent performance.

    From a telephony perspective, a call is nothing more than a collection of noises sometimes tagged with a time stamp, DDI, the occasional CLI and the user who was responsible. On the other hand, from business perspective, the same call is nothing more than zero, one or more transactions.

    Most contact centres are not able to link these two ways of looking at a customer interaction.

    With Synthesys™ this can be achieved with ease. Whether you want to analyse the relationship between agent skills and sales values or between time of day and conversion rates, it is all just a few mouse clicks away.

    For most of our customers this is just like the lifting of a heavy fog to reveal the true nature of their call centre operation and what can easily be done in order  to massively improve performance.

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    A very useful data-rich real time Live Monitor utility

    The Synthesys™ Live Monitor is an invaluable tool that provides a constant stream of real-time, clear and extensive information to contact centre administrators, team leaders and managers about the current activities of their contact centre.

    The Synthesys™ Live Monitor provides hundreds of statistics from 5 different perspectives:

    • By Team
    • By Campaign/List
    • By Agent
    • Dialler stats
    • Licence usage

    Because of the tight integration between the Synthesys™ Scripting, Synthesys™ Dialler and Synthesys™ Voice the Live Monitor can provide up to the second information relating to agent activity.

    For instance, a supervisor can know within a few seconds what script each agent is using, what customer they are talking to, how long they have been on the call and even how long they have been spending on each screen of their current script.

    The Synthesys™ Live Monitor presents the data either in either tabular or graphical form (charts, graphs, etc.). The data views are refreshed every 5 seconds.

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    A set of predefined “out of the box” standard reports

    Synthesys™ records all data in its underlying Microsoft SQL Server database. The database is open, fully documented and includes three types of tables:
    • System tables (such as users, sessions, telephony stats, etc.)
    • CRM tables (such as entities, history, etc.)
    • Script specific tables (these are script specific and are automatically customer defined)

    As the only tables that come as standard are the system tables and the other two types are customer defined, there is a limited amount of reports that Synthesys™ can provide "out of the box".

    Having said that, Synthesys™ does provide a set of standard reports providing generic information regarding agent and campaign performance. These reports provide both a "drill down" and a "grouping" facility so that they can be viewed in a variety of ways, depending on user preference.

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    Report scheduling and multimedia delivery module

    Synthesys™ provides an MI (Management Information) scheduling tool called Campaign Manager. This tool, amongst other things, makes it easy to plan the delivery of customer defined reports using a variety of reporting tools and delivery mechanisms.

    Synthesys™ provides an MI (Management Information) scheduling tool called Campaign Manager. This tool, amongst other things, makes it easy to plan the delivery of customer defined reports using a variety of reporting tools and delivery mechanisms.

    Reports can be scheduled for delivery in many different ways. Here are some examples:

    • Monthly
    • Weekly or multiple times weekly
    • Daily or hourly
    • Every few minutes
    • Each time a call is taken
    • When a workflow event occurs

    Also, the Synthesys™ Campaign Manager controls the way in which such reports are delivered. Whether is via email to a predefined or dynamic distribution list or on paper via a choice of printers or even to a file in a predefined set of folders you can rely on the fact that your reports will be there on time.

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    Reporting portal for hosting your own reports

    The collection of “out of the box” Synthesys™ standard reports have been built using Microsoft SSRS (SQL Server Reporting Services) and can be easily accessed and run within the framework of the Synthesys™ reporting portal which hosts these reports in a user friendly environment.

    The same framework is designed to be extensible in the sense that users can add their own reports and run them by setting run-time parameters (such as time period, teams, campaigns, etc.) in a consistent and visually intuitive environment.

    In addition, specific reports can also be hosted within the agent interface so that agents and team leaders can analyse their own and their team performance, typically during the time between calls.

    The ability to view easily these type of reports directly at the front line of customer contact is of huge importance both as a motivating factor and also as a way of identifying weaknesses rapidly, before they develop into commercially damaging problems.

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    Visual Export Wizard for real time data export

    Quite often instead of forming the basis of reports, customer contact data needs to be exported either in its raw or processed form so that it can be fed into other systems for a wide variety of reasons, ranging from fulfilment to storage into external data warehouses of various kinds.

    As part of Noetica's philosophy of enabling non-technical users to perform tasks which were previously thought of as technically beyond their reach, data export is facilitated via graphical and easy to understand wizards.

    Whether the data needs to be exported into files of various formats, database tables or other means, Synthesys™ makes this a relatively simple task. Once the user defines the parameters and structure of each export type, these will run automatically, in near real-time fashion after the end of each customer interaction.

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