Shadow Agent for Zoom Phone

Shadow Agent for Zoom Phone

Resource Software International Ltd. (RSI)

How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
How it works: Shadow Agent for Zoom Phone
Categories:
Overview

Shadow Agent adds enhanced functionality to Zoom Phone including disposition codes, account codes, custom auxiliary codes, agent or extension presence, queue status and real time daily leaderboards.


Disposition, Activity, or Incident Codes

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.


Auxiliary Codes & Wrap Mode

Auxiliary Codes (or AUX codes) are used to track the time a Zoom Phone user 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.


Enhanced Agent / User Presence, Leaderboards

Shadow Agent includes a powerful dynamic local presence dashboard that can be configured to show specific queues, departments, or users. Real time leaderboards can highlight user or agent activity and performance.


Enterprise Analytics and Call Queue Reporting

Shadow Agent tightly integrates with Shadow All In One Analytics in the Zoom App Marketplace (link: https://link.telecost.com/shadowa1z) for account level enterprise reporting and real time dashboarding.  


Requirements:

Zoom Phone
Admin Role for Configuration

For Browser Users:
Chrome, Edge, Safari or Firefox (latest version)

Windows Client Users:
Windows 10+
Developer Resources
Privacy & Compliance
Requirements
User role
Account admins or Users with required privileges
Zoom account eligibility
Login to check
Permissions - App can view information
Associated with your account and others you're allowed to access

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.

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.

Associated with your account, others you're allowed to access, and others included in that 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 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.

Permissions - App can manage information
Associated with your account and others you're allowed to access

Manage account profile and contact information, which may include adding or removing users, or updating a user's role, group, name, display name, picture, email address, phone number, job information, location, and other profile information if authorized by a user with appropriate permissions.

Manage preferences and settings on the account or profile using the app, which may include updating meeting and webinar configuration preferences, email notification preferences, and configuring Zoom Phone, Zoom Room, and telephony devices.

This app can access the following information anytime including outside of a Zoom experience and when the app is not actively in use.
Scopes

User

user:write:admin, user:read:admin

Contacts

contact:read:admin

Phone

phone:read:admin

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