You open the report to answer a simple question: did the support hunt group have enough people logged in when the calls came? Then you discover the history you need is thinner than the question deserves.
If you run Intermedia Unite, Elevate or Contact Center, you probably know the feeling. Intermedia’s own reporting covers a lot, but some questions need more granular history, more detail on agents, or a live view your team can watch. That’s the space Shadow Analytics is built to fill.
Go deeper on hunt groups and agents
Hunt groups and agent activity are where staffing decisions get made. Shadow Analytics adds more granular, historical hunt-group and agent metrics for Intermedia, along with login and logout reporting, so you can see who was available, when, and how that lined up with demand.
Illustrative example. Demand holds through lunch while coverage drops, a pattern a daily total would never show.
Because the data is historical, you can compare weeks and months instead of guessing from memory. That makes questions like “do we need a lunchtime shift?” answerable with evidence.
Put real-time wallboards on the wall
Historical reports explain yesterday. Wallboards protect today. Shadow Analytics provides real-time and historical dashboards, plus alerts and notifications, so supervisors can see a queue building and act before customers feel it.
Spot the patterns before they become problems
Pattern intelligence and trend analysis show demand, peak periods and performance movement over time, across every entry point of your collaboration ecosystem. Instead of reacting to a bad Monday, you can see that Mondays are always like this and plan for it.
Follow the customer, cradle to grave
A call rarely stays in one place. It might start in an IVR, reach an agent, move to an AI resource and finally reach a resolution. Shadow Analytics gives you cradle-to-grave visibility along that whole journey, highlighting service levels, transfers and outcomes, so you can find the step where customers get stuck.
See every channel in one view
Customers don’t think in channels. Shadow Analytics brings calls, messaging, video and AI-driven interactions into a single view, so performance, customer experience and ecosystem health can be measured consistently.
As AI agents take on more customer interactions, the same reporting lens extends to them: interactions handled by AI, transfers to human agents, and how blended teams perform.Ask for the report you want
Shadow Analytics includes hundreds of pre-built report templates and a report builder for unlimited custom templates, designed to support regulatory compliance and long-term trend analysis. For everything else there’s AI Builder: describe the analysis in plain language and get a custom report or dashboard without waiting on a developer.
The AI Report Builder: describe the insight you want and turn communication data into a report. General product screen, not specific to Intermedia.
Prefer to stay inside your favorite assistant? Shadow Analytics MCP lets AI tools such as Claude, ChatGPT and Microsoft Copilot, or your own in-house agents, query call volumes, agent performance and customer journey data on demand. And if your organization wants reporting depth without AI, a master configuration switch turns the AI tooling off completely.
Built for Intermedia, ready for the rest of your ecosystem
Shadow Analytics is available for the Intermedia platforms below, and RSI supports a wide range of other communication platforms too, which helps if you run more than one:
Intermedia UniteIntermedia ElevateIntermedia Contact Center
The takeaway
Good reporting answers the question behind the question. For Intermedia customers, Shadow Analytics adds deeper hunt-group and agent history, login and logout reporting, live wallboards, customer journeys and AI-driven insight, all in one place.
See what your Intermedia data has been trying to tell you.
Request a Shadow Analytics demonstration for Intermedia, or read more on the RSI Intermedia page.
Request a demonstrationResource Software International Ltd. (RSI) · www.rsicloud.com · sales@rsicloud.com
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