Higher-education institutions are modernizing communications as they expand across campuses, online programs, and distributed administrative teams. Many are moving to cloud-based calling platforms like Microsoft Teams Call Queues to simplify management, improve security, and support hybrid operations.
But modernization often introduces a familiar challenge: reporting gaps. When leadership and department teams can’t see queue performance, missed calls, and call flow across locations, it becomes harder to protect the student experience and keep high-demand lines responsive.
The Challenge: Multi-Location Calling Without Visibility
After migrating from a legacy UC/PBX environment to Microsoft Teams Call Queues, a higher-education institution needed better insight into admissions call activity across 23 locations.
- No unified visibility into queues by campus
- Reporting was manual and inconsistent
- Limited insight into call volume and peak periods
Multiple stakeholders, including admissions and student services leaders, needed timely reporting to stay aligned with institutional priorities. The team specifically required scheduled, hourly reporting to monitor performance and respond quickly, without relying on manual or fragmented workflows.
The Solution: ISI Queue Analytics for Microsoft Teams
To close these reporting gaps, the institution implemented ISI Analytics Enterprise Queue Analytics for Microsoft Teams.
- Deployed 300 CDR licenses and 20 Queue Analytics licenses
- Enabled Single Sign-On (SSO) for secure, simplified access and broader adoption
- Delivered tailored analytics views for IT, supervisors, and leadership, improving clarity and decision‑making across teams
- Validated the solution through a successful proof of concept (POC)
- Procured and billed through Azure Marketplace, streamlining purchasing and procurement
The Results: Measurable Operational Impact
With ISI Analytics in place, the institution gained:
- Unified visibility into call queues and traffic across all 23 locations, supported by a single analytics platform for consistent reporting and decision-making
- Secure, role-based access via SSO and an architecture designed to scale as institutional needs grow
- 70–90% reduction in reporting effort through automated hourly, daily, and weekly report distribution
- 10–25% fewer missed calls during peak periods after queue visibility enabled better staffing alignment
- 100+ hours per year saved for administrators and department leaders who previously relied on ad-hoc reporting
Disclaimer: Example outcomes are illustrative and may vary based on environment, call volume, and operational maturity.
Why It Matters
For higher-education teams, phones still matter—especially for admissions, financial aid, and student services. When callers can’t reach the right department quickly, the impact shows up as frustrated students, overloaded staff, and reactive decision-making.
ISI Analytics bridges the gap between modern calling platforms and operational insight, giving leaders the visibility they need to monitor performance, identify issues early, and make staffing decisions with confidence.
Ready to Modernize Your Communication Reporting?
If your institution is running Microsoft Teams Call Queues (or planning a move) and your queue reporting still feels manual or fragmented, we can help you standardize KPIs, automate distribution, and deliver role-based dashboards—without adding complexity.
See How Easily You Can Track Calls Sent to Voicemail
Ready to see Queue Analytics in action? Try the interactive demo below to explore how ISI Analytics gives you complete visibility into routed, missed, and voicemail calls across every campus.