Call Journey Analysis

Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, wait times, hold and missed calls. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.

Historical Reporting

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.
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.

Scheduled Reportings

Schedule any set of reports for periodic delivery to any email, SFTP or public folder for consumption by different users, managers or groups. Reports can be produced and consumed in different formats for import into business intelligence tools.

Quality of Service

Monitor traffic quality allowing for proactive network and resource adjustments that can result in more efficient communications and lower costs.