Bringing It All Together: How Centralized Call Reporting Helps During Migration and Beyond 

Bringing It All Together: How Centralized Call Reporting Helps During Migration and Beyond 

Call centers are the heart of customer engagement. 
They’re where relationships begin, revenue is generated, and loyalty is earned. 

But not every organization needs—or wants—the complexity of a traditional contact center. Many are turning to Microsoft Teams and Webex Calling call queues to build lightweight, agile call center environments. What they need is visibility. 

 

The Challenge: Fragmented Data in Hybrid UC Environments

Today’s IT and voice teams are managing a balancing act: 

  • Supporting legacy systems like CUCM  
  • Migrating users to cloud platforms like Microsoft Teams or Webex Calling  
  • Meeting leadership’s demand for unified, accurate reporting  

This transition can take months—or even years. And during that time, reporting becomes a serious challenge. 

three call queue reporting widgets

Why It Matters

Without centralized reporting: 

  • ❌ Data lives in silos across platforms  
  • ❌ Manual Excel work introduces errors and blind spots  
  • ❌ Leadership lacks a clear view of performance and adoption  

 

Real-world example: 

One customer migrating to Microsoft Teams still had large portions of their workforce on CUCM. Leadership needed consistent reporting across both systems. But the team had to pull separate reports, reformat them in Excel, and manually stitch together a unified view. It was time-consuming, error-prone, and left gaps in visibility during a critical transition. 

 

The ISI Advantage: Unified Reporting Without the Contact Center Overhead 

ISI’s Queue Analytics solution ingests CDR and queue data from: 

  • Microsoft Teams  
  • Webex Calling  
  • Cisco UCM  
  • Avaya and more  

With it, customers gain: 

  • ✅ A single source of truth across platforms  
  • ✅ Dashboards and reports by queue, user, extension, or call outcome  
  • ✅ Real-time and historical visibility—no spreadsheets required

Use Case: Tracking Cloud Adoption by Extension

Another customer needed to track Teams usage as part of their cloud adoption strategy. Agents had multiple extensions—one for Teams, another for CUCM. Native tools couldn’t isolate usage by platform. 

With ISI’s solution, they could: 

  • 🔍 Compare usage by extension  
  • 📈 Monitor adoption and reinforce usage expectations  
  • 📤 Automate daily reports by agent and extension  

The result? Clear, actionable insights that support both strategy and operations. 

Business Outcomes

⏱️ Save time by eliminating manual report stitching

📊 Improve accuracy with normalized, cross-platform data

🧠 Enable smarter decisions without needing data science expertise

💡 Deliver call center insights—without the contact center complexity

 

Modern UC environments are complex. Your reporting shouldn’t be. 

Simplify Your Call Analytics

Your team shouldn’t spend hours building dashboards when they could be making strategic decisions. ISI Analytics gives you complete call queue visibility from day one—no spreadsheets, no lengthy setup. Get the insights you need to drive performance and prove ROI to leadership.

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