Shadow Agent for RingCentral now offers live dashboards of traditional resources (IVR, Agents, Queues) and the new RingCentral AI Receptionists. Manage your human and virtual resources in one place.Avoid potential bottlenecks and misinformation from poorly trained agentic resources! Manage the health of your ecosystem with greater certainty and efficiency. Visit us (more)...
Shadow Agent, developed by Resource Software International Ltd. (RSI), is an innovative application designed to consolidate your communication ecosystem. .Key Features:Disposition CodesTag calls with detailed labels indicating call type, reason, outcome, and necessary actions. This enables in-depth analysis of customer interactions and ensures consistent record-keeping.Account CodesRestrict outbound calls to verified account codes, ensuring calls are tied to appropriate clients or projects. This feature enhances accountability and facilitates billing processes.Auxiliary Codes & Wrap ModeAuxiliary Codes: Track agent activity during non-call periods with customizable AUX codes, such as "On Break" or "On Lunch."Wrap Mode: Automatically set a timed state after calls to allow agents to complete necessary after-call work before receiving another call.Enhanced Heads-Up Display (HUD)Configure dynamic local HUDs to display real-time data about queues, departments, or specific users. This provides supervisors and team members with visibility into agent activity and performance metrics.Presence OverrideAllow administrators or queue managers to adjust team members' presence statuses, ensuring accurate visibility into availability and status updates.Advanced Call Handling FeaturesVIP Call Prioritization: Cherry-pick high-priority calls for immediate handling.Callback Options: Offer customers callback features for abandoned or voicemail calls.Barge/Listen Modes: Provide supervisors with the ability to monitor and intervene during calls.Auto-Logoff: Automatically log (more)...
RingCentral EX (formerly MVP) is widely acknowledged as the market-leading UCaaS solution, offering a single-app experience, unmatched reliability, seamless integration with existing business apps, and a global footprint in 110+ countries. RingCentral EX's undeniable benefits, as well as how easy it is for organizations with Mitel equipment to get started, is why thousands of organizations have successfully migrated to RingCentral thus far. Additionally, many partners recognize the immense value of the Mitel’s partnership with RingCentral. Coupled with RingCentral EX, RSI Shadow Agent adds popular functions such as custom break codes, states, agent/queue supervisor management, auto-logoff, queue call backs, expected wait times, real time leaderboards and queue KPIs. Discover how to tag calls with disposition or incident codes for better understanding of customer interaction. Shadow Agent also introduces cradle to grave timelines, transcription, call recording playback, sentiment analysis, RingCX integration and enterprise grade analytics using RSI Shadow All In One Analytics.Find out how RSI can provide CX features without licenses.https://www.telecost.com/ringcentral#RSI #POPULAR #BLOG (more)...
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