What are Call Queues from Microsoft Teams, Webex and Cisco Call Manager?
How to use Call Queuing to Unlock Cost Savings and Improve CX
Read More
Webex Calling Native CDR Reporting: Key Features, Use Cases, and Limitations Compared to ISI Analytics
As organizations continue shifting to cloud calling platforms like Cisco Webex Calling, the need for reliable call detail record (CDR) reporting becomes increasingly critical. While Webex Calling provides native CDR capabilities, many businesses quickly discover gaps in functionality, usability, and long-term analytics that can hinder operational insight. This article breaks down Webex Calling’s native
Read More
Mastering Call Record Search with ISI Analytics
If you’ve ever found yourself needing a detailed look at your organization’s call activity, you’re not alone—and ISI Analytics has made it easier than ever to access, customize, and export call data with our new report engine. In our latest Customer Success Office Hours session, Adam Vicencio takes you step-by-step through the Call
Read More
Webex Calling Customer Assist: Key Features, Use Cases and Reporting Limitations
As customer expectations continue to evolve, businesses are turning to agile and cloud-based solutions to modernize their communications and support operations. Cisco recently rebranded its Webex Customer Experience Essentials offering as Webex Calling Customer Assist, expanding its functionality with AI-powered features and streamlining its value for modern contact centers. In this article, we will
Read More
Join ISI Analytics at Cisco Live 2025: Unlocking Call Center Insights with Queue Analytics for Webex Calling
We are excited to announce that ISI Analytics will be a proud sponsor of the Collaboration Village at Cisco Live 2025, happening from June 8-12 in San Diego. Cisco Live is the ultimate event for IT professionals and industry leaders to gather, learn, and explore the latest advancements in technology. As part of
Read MoreMastering the Queue Analytics Dashboard: A Walkthrough with ISI Analytics’ Adam Vicencio
Looking to get more value from your call queue data? Whether you’re new to ISI Analytics or want to make better use of your Queue Analytics Dashboard, this walkthrough with Adam Vicencio is your go-to guide. In under 25 minutes, Adam breaks down everything from logging in and navigating the interface to customizing widgets and
Read MoreUnlock 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.
Read MoreGet the latest news from ISI
How ISI Analytics Revolutionized Cisco UCM & Webex Call Queue Reporting for a Major State Agency
Background A large US State Department of Information Technology (DoIT) supports the telephony needs of hundreds of agencies across the state. Each agency requires detailed audit reporting for interactions between constituents and state employees. To manage this, the DoIT relies on a robust analytics and reporting solution integrated with their existing ServiceNow platform. As they
Read More
The Hidden Challenges of Webex Reporting for Calling Queues
When organizations consider migrating to a cloud-based unified communications (UC) solution like Webex, they are often drawn to the amazing features that are truly transforming how teams collaborate. However, Webex doesn’t always offer all the features that an organization might need when it comes to analytics. While Contact Center solutions provide comprehensive analytics, they can
Read More
ISI Invited to Cisco Live 2024 Collaboration Village
Cisco Live 2024 Returns to Mandalay Bay in Las Vegas, June 2-6 Cisco Live, the premier event for technological education, inspiration, and community, is set to reconvene at the Mandalay Bay Convention Center in Las Vegas from June 2 to June 6, 2024. Once again, ISI is honored to participate in the Collaboration Village, showcasing
Read More