bathroom break, on lunch), account and verified account codes, presence override by management, and leaderboards. Shadow Agents allows users to add disposition codes, AUX Codes (i.e. Optionally, add Shadow Agent for RingCentral with Verizon also available in the RingCentral with Verizon App Gallery. Call Recording Queries & PlaybackĬall recordings are coupled with the call detail records and stored for future queries and or playback. The messages and their transcriptions (if available) are stored for any time period as dictated by corporate policy and compliance. Recordings can be searched based on the number dialed, date, time, duration, sentiment, and/or query tags. Utilizing a REST-ful API, Shadow A1 notification messages can be sent to most compliant (and IFTTT ready) solutions anywhere. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamplight, screen flash, network broadcast, or team collaboration spaces. Triggers can be defined to alert on specific agent status, service levels, wait times, abandoned calls, user inactivity, or 911 emergencies.
There are hundreds of potential widgets that can be configured to meet the customer use case. Tailored dashboards can present current call center activity, number of meeting by host or participants, most actively posting teams, and total call activity. Managers now have the ability to monitor, measure, and manage their entire ecosystem in one place. Shadow All-in-One Analytics utilizes RingCentral APIs to gather collaboration metrics for messages, meetings, and calling activity. Team Collaboration (Messages, Video, and Phone) Shadow All-In-One Analytics can utilize historical metrics for any time period to create trend line analysis of customer experience accounting for seasonal change, workforce levels, and business growth. Real-time metrics from agent and queue activity are presented in dynamic customizable dashboards that can be presented on wallboards or desktops. These dashboards empower supervisors with instantaneous metrics about their communication facilities and offer agents immediate feedback. Historical & Real-Time Agent/Queue Dashboards
#Verizon in home agent for frontier professional#
RSI also offers professional services for custom reports/views such as IVR Prompt Summary, Federated Account Consolidation, and Real-Time Dashboards tailored to customer specifications. All reports can be scheduled and automatically delivered to authorized personnel. Hundreds of pre-canned report templates can be generated to meet regulatory compliance standards, perform long term trend analysis, and accelerate adoption. A powerful report builder can be utilized for unlimited other templates. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.
Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, missed calls, excessive cost, and IVR routing summaries. Cradle-to-Grave Call Tracking & Call Accounting Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time. The product offers historical call accounting, call center reporting, call recording playback, real-time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience and empower productivity. Shadow All-In-One Analytics for RingCentral with Verizon offers a cloud-based solution for capturing, processing, reporting, and archiving transactions across all RingCentral configurations including single and federated deployments.
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