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Call Analytics
- Queue Analytics
  - Microsoft Teams Queue AnalyticsAdvanced call queue reporting and real-time agent dashboards for Microsoft Teams
  - Webex Customer AssistComprehensive queue performance analytics for Webex environments
  - Auto Attendant ReportsMonitor call activity, analyze performance, and optimize staffing decisions
  - Manager & Agent DashboardsMonitor queue performance and agent stats
  - Queue Performance ReportsHistorical analytics and trending for call queue optimization
- Call Detail Reporting
  - Cisco UCM (CUCM)Call detail records (CDR) and analytics for Cisco Unified Communications Manager
  - Webex CallingComprehensive call detail records and analytics for Webex Calling environments
  - Microsoft Teams CallingHistorical call data and reporting for Microsoft Teams Phone system
  - AvayaComprehensive call reporting for Avaya communication systems
- Enterprise Add-Ons
  - Call AccountingTrack telecom usage, allocate costs by department, and optimize spending
  - Compliance Call RecordingSecure call recording for regulatory compliance requirements
  - Call Speech TranscriptionAI-powered call transcription and speech analytics powered by Verint technology
Use Cases
- Use Cases
  - Customer Experience (Queue Analytics)Improve customer satisfaction with queue analytics and call journey insights
  - CDR Data ComplianceStay audit-ready with reliable, centralized visibility into call records
  - Call Accounting & Cost AllocationTrack telecom usage, allocate costs by department, and optimize spending
  - Compliance RecordingSecure call recording and data retention for regulatory requirements
  - Migrating from CUCM to Teams PhoneSeamlessly transition from CUCM to Teams Phone with unified reporting and full visibility throughout migration.
  - Migrating from CUCM to Webex CallingMigrate from CUCM to Webex Calling while maintaining consistent reporting, analytics, and hybrid visibility.
- By Role
  - IT & Voice TeamsTechnical insights and analytics for voice infrastructure management
  - Call Center OperationsOperational analytics and reporting for call center performance optimization
  - CX LeadershipExecutive-level insights for customer experience strategy and decision-making
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  - Financial ServicesIndustry-specific resources and use cases
  - HealthcareHealthcare-focused analytics and compliance resources
  - GovernmentGovernment and public sector solutions
  - RetailRetail industry analytics and reporting resources
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  - Resource LibraryExplore our rich library of resources written by ISI team members and industry experts
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  - BlogLatest insights and trends in call analytics and UC reporting
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  - Release NotesView the latest release notes here.
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call queue analytics software screenshot

Contact Center Analytics Without the Contact Center

With ISI-powered hunt groups and native call queuing, you can achieve contact center analytics for your Cisco UCM, without the expense or complexity of a full contact center.

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Hunt Groups to the Rescue at Cisco Live

Plus the exciting future of call data analytics in this short preview of Jason Forehand’s Cisco Live 2022 Session.

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The “New Age of Voice.” A Few Minutes with Analyst Jon Arnold

We recently caught up with Jon Arnold, principal analyst of J Arnold & Associates, to discuss his NoJitter.com article, “Why the New Age of Voice Will Create New Business Value.”

Read More

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Call Analytics

Microsoft Teams Queue Analytics
Webex Customer Assist
Cisco UCM (CUCM)
Call Accounting
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At ISI Analytics, our mission is to simplify and accelerate how organizations gain insight into call queue performance. We eliminate the complexity of spreadsheets and Power BI builds by delivering cradle-to-grave visibility—right out of the box. With fast, accurate reporting and dashboards tailored to your KPIs, we empower your teams to make smarter decisions, earn trust from leadership, and scale with confidence.

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