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RSI Shadow Agent Coupled with RingEX are a natural tandem for migrating Mitel customers.

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. #POPULAR #BLOG (more)...


Resource Software International Ltd. (RSI) Enhances Agent Productivity with Webex by Cisco

 PRESS RELEASETORONTO - April 3, 2024 -- RSI, a global cloud communications analytics provider, today announced its partnership with Webex by Cisco, a leading provider of collaboration technologies powering hybrid work, to provide real time dashboards to mutual customers. Shadow Agent is a new integration that layers onto Webex Calling implementations to provide real time visibility to user, agent and queue metrics for data scientists, queue managers, agents and remote workers."Shadow Agent gives Webex Calling customers real time insights about queue and agent performance, service levels and user presence," said Rito Salomone, President, RSI. "RSI is delighted Shadow Agent has successfully integrated with Webex Calling. This new offering will give our mutual customers better business insights, leading to better decisions and better outcomes."Shadow Agent is a seamless integration with Webex Calling and can be activated by the account administrator. Shadow Agent provides a dashboard of key metrics , including presence status, queue membership and login state, daily leaderboards (more)...


Shadow Agent - Leaderboard Updating Incorrectly

 April 17, 2024, 8:40 AM ET  Symptoms:  Shadow Agent Leaderboards missing or showing inaccurate user details.Problem:Starting April 17, 8:30 AM ET,  a reported incident involving small subset of Shadow Agent customers, are experiencing issues with live summary totals.We are working to provide a resolution as soon as possible.RESOLUTION:Pending.FINAL RESOULTION:   RSI Support #EXPIRY:3 #RSI #ALERT#BLOG #RSI#POPULAR#SERVICES (more)...