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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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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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
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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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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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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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