Resource Software Int'l Ltd. (RSI) is a world leader in producing products, training and resources that manage, control and increase adoption of collaboration systems resulting in a more productive communication ecosystem. Visit www.telecost.com.
Monday, December 19, 2022
Shadow All In One Analytics for RingCentral
Shadow All-In-One Analytics for RingCentral offers
a cloud-based solution for capturing, processing, reporting, and
archiving transactions across all RingCentral configurations including
single and federated deployments. Organizations now have complete
visibility across the entire spectrum of a corporate collaboration
ecosystem for any length of time. The product offers historical call
accounting, call center reporting, call recording playback, real-time
agent/queue dashboards, team collaboration adoption metrics, custom
integrations, and emergency notification. By leveraging the latest
technologies, Shadow All-in-One Analytics empowers enterprises to
increase adoption of new technologies, remove bottlenecks, reconcile
expenses, facilitate team collaboration, improve customer experience and
Cradle-to-Grave Call Tracking & Call Accounting
All-in-One Analytics provides cradle to grave management reports which
highlight long duration, missed calls, excessive cost, and IVR routing
summaries. All activity may be pinpointed to a particular agent,
extension, voice mailbox, hunt group, endpoint, or corporate
level. Hundreds of pre-canned report templates can be generated to meet
regulatory compliance standards, perform long term trend analysis, and
accelerate adoption. A powerful report builder can be utilized for
unlimited other templates.
also offers professional services for custom reports/views such as IVR
Prompt Summary, Federated Account Consolidation, and Real-Time
Dashboards tailored to customer specifications. All reports can be
scheduled and automatically delivered to authorized personnel.
Historical & Real-Time Agent/Queue Dashboards
All-In-One Analytics can utilize historical metrics for any time period
to create trend line analysis of customer experience accounting for
seasonal change, workforce levels, and business growth. Real-time
metrics from agent and queue activity are presented in dynamic
customizable dashboards that can be presented on wallboards or
desktops. These dashboards empower supervisors with instantaneous
metrics about their communication facilities and offer agents immediate
Team Collaboration (Messages, Video, and Phone)
All-in-One Analytics utilizes RingCentral APIs to gather collaboration
metrics for messages (SMS, Fax, VM, Tasks), meetings, and calling
activity. Managers now have the ability to monitor, measure, and manage
their entire ecosystem in one place. Tailored dashboards can present
current call center activity, number of meeting by host or participants,
most actively posting teams, and total call activity. There are
hundreds of potential widgets that can be configured to meet the
customer use case.
Alert & Emergency Notifications
can be defined to alert on specific agent status, service levels, wait
times, abandoned calls, user inactivity, or 911 emergencies. Managers
can view statistics for multiple communication facilities from one
browser or be alerted via email, text message, audible alarm, lamplight,
screen flash, network broadcast, or team collaboration spaces.
Utilizing a REST-ful API, Shadow A1 notification messages can be sent to
most compliant (and IFTTT ready) solutions anywhere.
Call Recording Queries & Playback
recordings are coupled with the call detail records and stored for
future queries and or playback. The messages and their transcriptions
(if available) are stored for any time period as dictated by corporate
policy and compliance. Recordings can be searched based on the number
dialed, date, time, duration, sentiment, and/or query tags.
Add Call Center Functionality
Optionally, add Shadow Agent for RingCentralalso
available in the RingCentral App Gallery. Shadow Agents allows
users to add disposition codes, AUX Codes (i.e. bathroom break, on
lunch), account and verified account codes, presence override by
management, and leaderboards.
digital transformation helping to lower costs, identify fraudulent
network usage and increase adoption of collaboration systems by
examining all communication activity including voice, video and chat.
quality of experience allowing for workforce, training and network
adjustments that can result in more efficient communications and lower
agents in real-time and improve customer interaction enabling
administrators to highlight bottlenecks and overflows as well as track
response times which can result in a more dynamic and effective
communication ecosystem.*Enhance public safety in case of emergencies by
providing corporate officials and first responders with critical
on-premise location information.
Software International Ltd. (RSI) is a world leader in producing
products, training and resources that proactively manage, control and
reduce the expense of communication facilities resulting in a more
dynamic, responsive and productive communication ecosystem. RSI is a
RingCentral ISV Premier Partner.
Browsers: Firefox, Chrome, Safari and Microsoft Edge
(Please consult with RSI to discuss compatibility with other internet browsers)
RingCentral MVP Admin Account username and password to access RC APIs
For Video and Meetings, you must have RingCentral Video enabled.
For some call handling, queue management features, you may require the RingCentral MVP Premium license