Resource Software International Ltd. (RSI)
Shadow All-In-One Analytics for Zoom offers a cloud-based solution for capturing, processing, reporting communication transactions. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time. The product offers historical call accounting, call recording playback, real-time agent dashboards,r and emergency notification. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience and empower productivity.
Shadow All-in-One Analytics provides cradle to grave management reports which highlight every step of the call journey including transfer, call park and hold times. 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. All reports can be scheduled and automatically delivered to authorized personnel.
Triggers can be defined to alert on specific agent status, abandoned calls, excessive duration or 911 emergencies. Managers can view statistics for multiple communication facilities from one browser or be alerted via email, text message, audible alarm, lamplight, network broadcast, or team collaboration spaces.
Call recordings are coupled with the call detail records and stored for future queries and or playback. The audio can be 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 device.
May include user name, display name, picture, email address, phone number, job information, stated locale, account, user ID, contact lists added by the account or user (which may include contact information a user imports from a third-party app), and other profile information.
Information about participants’ computers, phones, and other devices, which may include information about speakers, microphone, and camera, OS version, hard disk ID, PC name, MAC address, IP address (and general location at the country level derived from it), and other device information.
May include access to calendar of scheduled Zoom meetings and webinars, and related details about those meetings and webinars.
Preferences and settings, which may include whether a passcode or a waiting room is required, permitted event capacity, screen sharing settings, and other settings and configuration information.
May include name, display name, email address, phone number, user ID, and other profile information.
Content generated in Zoom products, which may include audio, video, messages, transcriptions, feedback, responses to polls and Q&A, and files, and related context , such as invitation details, meeting or chat name, and meeting agenda.
Information people provide when registering for a Zoom meeting, webinar or recording, which may include name and contact information, responses to registration questions, and other registration information.
Information about how people and their devices interact with Zoom products, which may include when participants join/leave, whether participants sent messages and who they message with, performance data, and other usage information and metrics.
Recording
recording:read:admin
User
user:read:admin
Phone
phone:read:admin