Blog – ISI

A dashboard with many unclear metrics and alerts

From Reporting to Operational Intelligence: Introducing the Queue Performance Index (QPI)

This week at Cisco Live in Las Vegas, our CEO Jason Forehand took the stage to share where we believe queue analytics is heading — and to introduce a concept we think changes how operations teams manage customer experience: the Queue Performance Index, or QPI. For years, ISI Analytics has helped organizations understand what

Public Sector

Microsoft Teams GCC Compatibility: What Government Organizations Should Know

As U.S. government agencies continue modernizing communications, Microsoft Teams Government Community Cloud (GCC) has become a critical platform for secure collaboration and calling. One of the most common questions agencies ask during a migration is whether their third‑party solutions will continue working in a GCC environment. The short answer: they can—if they’re built the

Announcement of ISI Analytics' sponsorship of Cisco Live 2026

ISI Analytics Returning to Cisco Live 2026: Queue Intelligence in Action

ISI Analytics is excited to return to Cisco Live 2026, taking place May 31–June 4 in Las Vegas, as part of the Collaboration Village. Cisco Live remains one of the most important events of the year for collaboration, calling, and customer experience teams. It’s where customers, partners, and Cisco teams come together to share

Video thumbnail of user management and groups office hours

Office Hours Recap: User Management & Group Management in ISI Analytics

In this Office Hours session, the ISI Analytics Customer Success team walks through User Management and the new Group Management module in ISI Analytics. Learn how to manage users and permissions in ISI Analytics—including how to use the new Group Management feature to simplify reporting access. These tools make it easier to maintain secure access,

Representation of UC Analytics dashboard

Unlock Advanced Reporting and Dashboard Insights Beyond Your Existing Calling Platform’s Reporting Tools

Boost operational efficiency, enhance employee productivity, and elevate customer experience with robust analytics, customized reporting, and advanced features that go beyond native UC analytics.

Minimal illustration of a person at a desk reviewing dashboards and charts on a computer, evoking IT reporting work.

Using Power BI for Call Queue Reporting: What Teams Learn After the First Dashboards Are Built

As companies deploy cloud calling platforms like Microsoft Teams and Webex Calling Customer Assist, demand for call visibility increases quickly. What starts as a simple reporting need—basic call counts, missed calls, usage—quickly evolves into deeper operational questions: Why are callers abandoning? Which queues are overloaded? Where are callers getting stuck? How well are agents

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

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