Blog – ISI

From Call Entry to Resolution: Why Cradle-to-Grave Visibility Changes Everything for MS Teams & Webex

If you manage call queues in Microsoft Teams or Webex, you probably know how a call starts. What’s harder to see—yet far more important—is what happens next. How many times was it transferred? Did it bounce between queues? Was it forwarded externally? Was it ultimately answered, abandoned, or redirected? For many organizations, that full

A representation of directory best practices and how directory management is central to isi analytics

Office Hours Recap: Understanding Directory Management in ISI Analytics

In a recent Office Hours session, ISI’s Adam Vicencio and Veronica Boudreau took a deep dive into one of the most foundational—but often overlooked—components of ISI Analytics: the Directory. While many admins focus on dashboards, call activity, or alarms, it’s the directory that quietly powers the accuracy and structure of all reporting across the

Diagram-style hero showing UCCX/CUIC migrating to Webex Calling Customer Assist with reporting continuity highlighted.

Public Sector

Before You Migrate: Preserving UCCX Reporting for Public Sector Contact Centers Moving to Webex Calling Customer Assist

Modernizing voice infrastructure is a priority for many state and local government agencies. For departments running Cisco Unified Contact Center Express (UCCX), migrating to Webex Calling Customer Assist is an attractive step toward cloud flexibility, simplified operations, and long-term sustainability. From a call-handling perspective, these migrations are often straightforward. But many agencies discover an issue

Graphic promoting ISI Analytics for Microsoft Teams Call Queues with the headline ‘A Better Way to Measure Call Queues Across a Higher‑Ed Footprint.’ Sub‑headline reads ‘Multi‑campus visibility. Secure access. Automated reporting.’ Background includes abstract campus icons and alert symbols.

EducationPublic Sector

A Better Way to Measure Microsoft Teams Call Queues Across a Higher-Ed Footprint

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

An image promoting an office hours webinar recording with a speaker from Valpak

Why Valpak Chose ISI Analytics for Microsoft Teams Reporting

When Microsoft Teams reporting is siloed, manual, or tied to a single employee, the risks add up fast. That’s exactly what Valpak & Clipper Magazine experienced — until they found ISI Analytics. ▶️ Watch the short customer testimonial below to hear how ISI helped Valpak eliminate reporting gaps, reduce operational stress, and deliver true

Public Sector

Modernizing K–12 Communication: How One District Cut Missed Calls and Saved 380 Hours

Across the country, K–12 school districts are replacing aging phone systems with modern cloud-based calling platforms, like Microsoft Teams and Webex. The benefits are clear: improved security, easier management, and better alignment with hybrid school operations. But modernization often comes with a hidden challenge—reporting gaps. Accurate call analytics are critical for parent communication, school

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

ISI Analytics Agent Detail Report dashboard for Webex Customer Assist and Microsoft Teams call queues

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

Healthcare

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

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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