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 be expensive and complex. For many organizations seeking call center-level analytics without the full contact center solution, third-party analytics and controls, combined with the native features of Webex, can help them transition seamlessly. This approach ensures they maintain the necessary analytics, reporting, and data security controls. Let’s explore these limitations further and how ISI Analytics offers a robust solution.

The Pain Point: Webex Reporting Data Access Limitations

Webex provides access to reporting data through roles like Read-only or Support admin. These roles can be extremely helpful, but they come with a significant drawback: the inability to isolate which sites those roles have access to. This means that users with these roles could see far too much information, spanning across various sites within the organization.

For instance, a company operating multiple locations may want to restrict access so that managers only see data relevant to their specific sites. Unfortunately, Webex’s current setup does not support such granular control. This lack of isolation poses a security risk and can lead to compliance issues, especially for organizations that must adhere to stringent data privacy regulations.

The Need for Enhanced Control and Security

Imagine a scenario where sensitive data from one branch of the organization is accessible by someone from another branch who doesn’t need it. This overexposure can lead to data breaches, non-compliance with industry regulations, and potential financial penalties. Prospective customers have voiced these concerns to us, highlighting the need for a solution that offers more robust control over data access and visibility.

How ISI Analytics Addresses These Challenges

At ISI Analytics, we understand these challenges and have developed solutions that ensure your data handling within Webex meets the highest security and privacy standards. Our advanced access controls allow organizations to manage call data securely, ensuring that only authorized personnel have access to specific sites and data.

Here’s how we do it:

  1. Robust Data Security and Compliance Controls: We offer comprehensive security measures, including advanced encryption mechanisms, to protect your data. This ensures compliance with industry regulations and safeguards sensitive information from unauthorized access.
  2. Granular Access Controls: Our solutions provide the ability to restrict access by site, so only relevant personnel can view data specific to their location. This minimizes the risk of data breaches and enhances overall data security.
  3. Extended Historical Data Access: Unlike Webex, which may have limitations on how far back you can access data, our solutions provide extended historical data access. This is crucial for long-term analysis and strategic decision-making.
  4. Improved User Adoption and Training: With an intuitive design and comprehensive support, we ensure that your team can maximize the utility of their analytics tools. Proper training and user adoption are critical to ensuring accuracy and reliability in your data analytics.
  5. Enhanced Reporting Capabilities: Our analytics solutions offer more detailed and customizable reporting options. This enables organizations to gain deeper insights and make more informed decisions.

The Bigger Picture: Beyond Basic Controls

While Webex CX Basic and Essentials provide some enhanced controls, they might not address every need and situation. This is where third-party analytics tools come into play. By leveraging ISI Analytics, organizations can benefit from a comprehensive suite of tools designed to enhance their UC experience.

Our robust data security controls are just one of the many advantages. Additional benefits include extended historical data access, improved user adoption and training, and customizable reporting capabilities. These features collectively ensure that organizations can manage their call data securely, maintain compliance, and gain valuable insights to drive their business forward.


For CTOs and CFOs looking to save money without needing a full contact center solution, third-party analytics tools like those offered by ISI Analytics are invaluable. They provide the enhanced security, compliance, and reporting capabilities that organizations need to manage their call data effectively.

By addressing the limitations of Webex reporting for calling queues, ISI Analytics helps organizations navigate the complexities of data security and compliance with ease. Explore more about our solutions and how they can benefit your organization by visiting ISI Analytics.

Navigating the challenges of data security and compliance in UC solutions doesn’t have to be daunting. With the right tools and support, you can ensure your organization’s data is handled with the utmost care and precision. Contact us today to learn more about how ISI Analytics can help you achieve your goals.