Watch & Learn: Mastering Report Field Attributes in ISI Queue Analytics
We recently hosted an ISI Analytics Office Hours session focused on getting more value out of Report Field Attributes in our new reporting engine. If you weren’t able to join live—or just want a quick refresher—this recap gives you an easy way to catch up and see how small changes to field settings can make
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Watch & Learn: Mastering Agent Detail Reports for Webex Customer Assist & Microsoft Teams Queues in ISI Analytics
We recently hosted an ISI Analytics Office Hours session where customers got a ton of value from exploring our newly released Agent Detail Reports for Webex Customer Assist and Microsoft Teams call queues. If you weren’t able to join live—or just want a quick refresher—this recap gives you an easy way to catch up and
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3 Ways Enhanced CDR Reporting Helps Hospitals Reduce Readmissions & Avoid Millions in Fines
Calls are a critical part of every patient’s journey. From discharge planning and follow-up to chronic care management and pharmacy outreach, patient calls often determine whether people stay on track—or bounce back into the hospital. At the same time, hospitals continue to face financial pressure from Medicare readmission-related penalties and other value-based purchasing programs. Even
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ISI Analytics Successfully Completes SOC 2 Type II Audit
ISI Analytics Achieves SOC 2 Type II Certification, Reinforcing Commitment to Security and Reliability At ISI Analytics, trust and transparency are at the heart of everything we do. We’re proud to share that we’ve successfully completed our SOC 2 Type II audit as of October 30, 2025, covering the Security and Availability trust
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No Sleeping on Innovation: Healthcare Sleep Center Chooses ISI for Teams Queue Analytics
A specialized healthcare facility focused on sleep-related treatments recently selected ISI Analytics to modernize its patient communications. By leveraging MS Teams Queue Analytics, the organization gained deeper visibility into call flows, improved responsiveness, and streamlined coordination across its care team — all without compromising patient experience.
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Unlocking the Full Picture with Agent Detail Reports
With October’s monthly release, ISI Analytics is rolling out a major enhancement to help teams better understand and optimize agent performance: Agent Detail Reports for both Microsoft Teams and Webex. These reports go beyond queue-level metrics to provide a cradle-to-grave view of the customer experience—from outbound calls to direct interactions. Whether you’re managing a
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Case Study: Empowering a Leading MSP with Scalable Analytics Across Webex and Microsoft Teams
The Challenge A top-tier Managed Service Provider (MSP), supporting 500+ enterprise customers and managing over one million endpoints, faced a growing challenge. Their customers relied on both Webex Calling and Microsoft Teams, but the native reporting tools couldn’t keep up with the demand for: Clear visibility into call traffic Ad hoc reporting to support
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Making Sense of Webex Calling Call Flows for Auto Attendants and Call Queues (Customer Assist)
As businesses modernize their communications infrastructure, Webex Calling has emerged as a powerful cloud-based phone system. With features like Auto Attendants, Call Queues, and the enhanced Webex Customer Assist, organizations can streamline call routing and improve customer service. But understanding how these flows work—and how to measure their effectiveness—is key to unlocking their full
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Making Sense of Microsoft Teams Call Flows for Auto Attendants and Call Queues
Microsoft Teams Call Routing and Analytics Overview As organizations increasingly rely on Microsoft Teams for unified communications, understanding how calls are routed—and how to measure their effectiveness—has become essential. Whether you’re managing internal support lines, customer service queues, or departmental call flows, Microsoft Teams offers flexible routing options through Auto Attendants and Call Queues. But
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ISI Analytics at WebexOne 2025: Let’s Meet in San Diego and Talk Webex Queue Analytics!
We’re excited to announce that ISI Analytics is a proud sponsor of WebexOne 2025, taking place this year in beautiful San Diego! This annual event brings together the best minds in collaboration, customer experience, and innovation—and we’re thrilled to be part of it. 🚀 See What’s New: Our Webex Queue Dashboard
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