Tag 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.
Restrict 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: 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.
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.
Allow administrators or queue managers to adjust team members' presence statuses, ensuring accurate visibility into availability and status updates.
VIP 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 out inactive agents to maintain system efficiency.
Provide callers with accurate estimated wait times for UC call queues, improving customer experience and reducing frustration.
Integrate with Shadow All-In-One Analytics for robust reporting capabilities, real-time dashboards, and billing integration. Gain insights into performance trends, call volumes, and other critical metrics to optimize operations.
Shadow Agent now supports RingCX, enabling customers to leverage a consolidated solution for both real-time and historical metrics. This integration enhances the ability to monitor and analyze customer interactions across all communication channels.
Shadow Agent is ideal for organizations seeking to enhance their communication systems with cost-effective call center functionalities. By leveraging features like disposition tagging, break codes, callback, detailed phone, message and video reporting, dynamic presence leaderboards, businesses can improve customer interactions, streamline operations, and boost team productivity.
For more information or to explore how Shadow Agent can enhance your RingEX and RingCX experience, visit www.telecost.com
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