Shadow All In One Analytics app integration

Shadow Analytics for RingCentral unifies every call, message, recording, customer journey and AI-driven interaction into a unified analysis — turning fragmented communication data into clear insights, confident decisions and measurable business outcomes.

Live monitor the health of your ecosystem.

Real time and historical dashboards, alerts and notifications keep your team ahead of problems before customers feel them.

Turn voice interactions into customer insights.

Monitor the pulse along the entire customer journey — from IVR to agent to AI resource to resolution — with cradle-to-grave visibility that highlights service levels, transfers and outcomes.

Pattern intelligence and trends.

Understand demand, trends, and performance movement over time — historical and real-time traffic analysis across every entry point of your collaboration ecosystem, highlighting volume trends, peak periods and capacity needs.

Omnichannel performance insights.

Understand how your organization communicates across every channel. Calls, messaging, video and AI-driven interactions are brought together into a single, unified view of your communication ecosystem — so performance, customer experience and ecosystem health can be measured consistently across every channel and platform.

Robust reporting, built in.

Hundreds of pre-built report templates plus a powerful report builder for unlimited custom templates — built to meet regulatory compliance and long-term trend analysis needs.

Ask complex questions. Build insights faster.

Turn natural language queries into meaningful business insights without custom reports — build custom AI-driven reports and dashboards without a developer, tailored to your organization's exact KPIs.

Monitor human and AI-driven interactions together.

As AI agents take on more customer interactions, Shadow Analytics extends the same reporting and quality lens to agentic AI activity — interactions handled by AI, transfers to human agents, and blended-team performance.

Automated ecosystem health check.

Train Shadow Analytics to watch for business bottlenecks, anomalies and potential outages across your communication ecosystem.

Shadow Analytics MCP

Connect Shadow Analytics directly into your AI tools and agentic workflows with our new MCP integration layer. AI agents and assistants — including Claude, ChatGPT, Microsoft Copilot, and custom in-house agent frameworks — can query call volumes, agent performance and customer journey data on demand, without a custom integration project.

Add call center features without call center licenses

Optionally, add Shadow Agent CX for RingCentral also available in the RingCentral App Gallery. Shadow Agents allows users to add disposition codes, AUX Codes (i.e. bathroom break, on lunch), cherry pick, intelligent callback, supervisor control, leaderboards, campaign management and live reporting.

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 ISV Premier Partner.

Requirements

1. Browsers: Firefox, Chrome, Safari and Microsoft Edge
2. (Please consult with RSI to discuss compatibility with other internet browsers)
3. RingCentral Admin Account username and password to access RC APIs