Shadow Agent
Shadow Agent by Resource Software International Ltd. (RSI)
is a software solution that extends advanced call center capabilities to
unified communications platforms. It integrates seamlessly with RingCentral
(including RingCentral RingEX and RingCX), Zoom Phone, and Webex Calling by
Cisco, bringing contact-center-style features to these systems at a fraction of
the cost of traditional call center licenses. Shadow Agent acts as a “wrapper”
around existing phone and contact center services, unifying the user experience
and providing tools like real-time dashboards, call tagging, and agent status
management. Businesses can leverage Shadow Agent to bridge the gap between
UCaaS and CCaaS, equipping standard call queues, agents and agentic AI
resources with rich functionality formerly reserved for full contact centers.
The result is a unified dashboard and analytics suite that empowers both
supervisors and agents with greater insight, efficiency, and control over voice
interactions.
Core Features and Integrations
Shadow Agent integrates with leading cloud communication
platforms using vendor APIs, allowing consistent tools and reports across
services. It adds advanced call center features such as call tagging, real-time
dashboards, supervisor controls, intelligent callback options, and unified
heads-up displays (HUDs) to existing platforms like RingCentral EX and CX
without requiring full contact center licenses.
Call Disposition, Activity, and Incident
Codes
Agents can tag calls with standardized disposition or
incident codes to capture call type, reason, outcome, and required actions.
These labels become part of the call record and can be aggregated for analysis
to help identify trends, improve customer experience, and optimize workflows.
Real-Time Presence Dashboards and
Leaderboards
Real-time dashboards show live call and agent activity, with
customizable views per team or department. Leaderboards highlight performance
metrics and service level indicators such as calls in queue and average wait
times. These tools support fast decision-making and team motivation.
Agent Status Tracking with AUX/Presence
Codes
Shadow Agent supports AUX codes that allow agents to
indicate reasons for unavailability (e.g., On Break, Lunch, Training). These
can be manually or automatically applied and help managers track agent
productivity, after-call work time, and manage shift activity more accurately.
Enterprise Analytics and Historical
Reporting
Integrated with Shadow All In One Analytics, Shadow Agent
provides detailed historical reports on call volume, wait times, agent
activity, and more. The system includes prebuilt reports and customizable
dashboards for deep insights, trend tracking, and operational planning.
AI Receptionist Monitoring and Agentic AI
Dashboards
Shadow Agent monitors AI-based agents (like RingCentral AI
Receptionist) alongside human agents. Real-time and historical dashboards show
how many calls were resolved by AI and how many required human intervention,
helping assess and optimize virtual agent effectiveness.
Cradle-to-Grave Call Journey Analysis
Shadow Agent enables complete call journey visibility across
platforms, showing each step a call takes from IVR to queues to agent
transfers. It links call segments between RingCentral EX and CX, providing a
full timeline for performance evaluation and service optimization.
Conclusion
Shadow Agent delivers a unified, cross-platform call center
experience for RingCentral, Zoom, and Webex users. It combines real-time
monitoring, advanced analytics, and AI integration, empowering organizations to
manage call lifecycle interactions with insight, efficiency, and
cost-effectiveness.