Shadow Agent for RingCentral app integration

Shadow Agent turbo charges RingCentral with enhanced functionality at a fraction of the cost of call center seat licenses. The client adds many of the features that customers demand including disposition codes, forced and voluntary account codes, auxiliary codes, presence override and powerful local Heads-Up Display (HUD).

Disposition, Activity, or Incident Codes

Shadow Agent allows users to tag calls with disposition codes or labels that indicate the call type, reason for the call, the outcome of the call, and the required action. The metrics can later be dissected to provide better insights into product stability, customer experience or resource allocation.

Forced and Voluntary Account Codes

When using the built-in dialer, Shadow Agent can restrict outbound calls to a range of verifiable account codes (sometimes called client/matter numbers or authorization pin). Failure to enter a valid code will not allow the call to proceed. Forced account codes are generally used in professional environments that want to bill for their time spent on calls. Similarly, Shadow Agent offers voluntary account codes for environments that want to optionally tag a call without call restriction.

Auxiliary Codes & Wrap Mode

Auxiliary Codes (or AUX codes) are used to track the time a RingCentral user has deliberately chosen to not accept calls. Shadow Agent allows for customizable AUX codes such as On Break, Bathroom Break or On Lunch. Timed states can automatically be set for a user after a call. These states are known as Wrap or After Call Work modes.

Enhanced Heads-Up Display Dashboard, Leaderboards and Presence Override

Shadow Agent includes a powerful dynamic local Heads-Up Display (HUD) that can be configured to show specific queues, departments, or users. Real time leaderboards can highlight user or agent activity and performance. User administrators (or queue managers) have the ability to change the presence status of their teams. This is especially important when users forget to login/out of specific queues or DND states.

Call Handling and Control

Shadow Agents offers several call queue control features. Agents can optionally be removed from call queues if they ignore or fail to answer a call. Similarly, when an agents put themselves into invisible state, Shadow Agent can optionally manage their queue presence.

Enterprise Analytics and Call Center Reporting

Shadow Agent tightly integrates with Shadow All In One Analytics (see link: https://link.telecost.com/shadowa1) for account level enterprise reporting, billing integration and real time dashboarding.  

About RSI

Resource 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 Premier Partner. 

Requirements

Browser Users:

Chrome, Edge, Firefox or Safari (latest version)

Desktop Users:

Free download of Shadow Agent Desktop (64-bit)

Windows 10 (recommended)

System:

RingCentral

Any User Login (User Admin credentials for configuration)

Access to Integration Portal