Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together to get more done in a frictionless video environment. Their easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems. Zoom helps enterprises create elevated experiences with leading business app integrations and developer tools to create customized workflows.
Shadow All-in-One Analytics provides cradle to grave management reports which highlight long duration, missed calls, excessive cost, and IVR routing summaries. All activity may be pinpointed to a particular agent, extension, voice mailbox, hunt group, endpoint, or corporate level.
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. 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.
Triggers can be defined to alert on specific agent status, service levels, wait times, abandoned calls, user inactivity, or 911 emergencies. 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 spaces.
Call 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, and/or query tags.
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.
Shadow Agent includes a powerful dynamic local presence dashboards that can be configured to show specific queues, departments, or users. Real time leader boards can highlight user or agent activity and performance. Queue dashboards show real time calls waiting, in progress or service levels.
Auxiliary Codes (or Presence Codes) are used to track the time an agent 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.
Shadow Agent tightly integrates with Shadow All In One Analytics for account level enterprise reporting, billing integration and real time dashboards.
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