Monday, March 31, 2025

Shadow Agent

 

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.