May 1, 2024, 8:40 AM ET Symptoms: Shadow Agent authentication, embeddable inbound, outbound calling experiencing blackouts.Problem:The provider, RingCentral, is experiencing outages impacting Shadow Agent performance.They are actively working on the problem.RESOLUTION:Check RingCentral's Service Portal here:RC Service Status Dashboard (ringcentral.com)FINAL RESOULTION: RSI Support Services.support@telecost.com#NOTICE #EXPIRY:22 #RSI #ALERT (more)...
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)...
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