From Cisco Live to QPI: Moving from Queue Reporting to Queue Intelligence
Cisco Live 2026 gave us the opportunity to connect with customers, partners, and the broader collaboration community around a shared challenge: Teams are managing more queues, more data, and more complexity than ever before—but still struggling to answer a simple question: What should I do next? At the event, that conversation centered around a
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From Reporting to Operational Intelligence: Introducing the Queue Performance Index (QPI)
At Cisco Live 2026 in Las Vegas, 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 happens inside their
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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
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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
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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.
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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
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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
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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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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
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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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