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What is call queue software?
Call queue software manages and measures the call queues built into platforms like Microsoft Teams, Webex Calling, and Cisco CUCM. It tracks how long callers wait, how many abandon, which agents answer, and what happens to every call in the queue. ISI Analytics turns that call queue data into dashboards, reports, and alerts. Teams use it to hit service levels, staff correctly, and improve customer experience without buying a full contact center platform.
ISI Queue Analytics is call queue software that works with the queues you already have. No new phone system, no migration: connect your platform and see your first reports within 24–48 hours.
Why ISI Queue Analytics
ISI Queue Analytics is our flagship product, delivering comprehensive call queue insights with seamless integration across Microsoft Teams, Webex Calling Customer Assist (Call Queues), and Cisco CUCM platforms. This cost-effective solution transforms call handling operations without the complexity of traditional contact center infrastructure.
Available on the following platforms (Zoom coming in 2026)
Better Call Queue Analytics
Why Native Reporting Leaves You in the Dark
| Feature | Teams Native Reporting | Webex Control Hub | Cisco UCM / CAR | ISI Analytics |
|---|---|---|---|---|
| Data retention |
45 days
|
3 months
|
Basic historical, buried in CAR
|
13 months standard; unlimited available
|
| Real-time queue dashboard |
|
|
|
|
| Abandonment & wait time analysis |
Basic
|
Surface-level
|
|
Full, per-queue and per-agent
|
| Cradle-to-grave call journey |
|
|
|
|
| Agent productivity & occupancy |
|
|
|
|
| Built for business users |
Power BI build required
|
Predefined, limited
|
Voice-engineer territory
|
Point-and-click, no IT required
|
| Scheduled report delivery |
Manual
|
Limited
|
Manual
|
Automated
|
| Multi-platform consolidated view |
|
|
|
Teams + Webex + CUCM in one dashboard
|
Powerful Call Queue Reporting
ISI Queue Analytics offers unparalleled insights into call queue performance, seamlessly integrating with Microsoft Teams and Webex Customer Experience Essentials. It provides a cost-effective solution to oversee call handling, wait time management, and overall customer experience without the complexity of traditional contact center infrastructure.
Essential Call Center KPIs & Metrics
Track the performance indicators that matter most to your business operations. Monitor Average Speed of Answer (ASA), Average Handle Time (AHT), and abandonment rates to ensure optimal service levels. Get real-time visibility into First Call Resolution rates and customer satisfaction metrics that directly impact your bottom line.
Agent Performance & Productivity Analytics
Gain comprehensive insights into agent efficiency with detailed occupancy rates, call handling statistics, and productivity benchmarks. Monitor individual and team performance across multiple queues, identify top performers, and spot coaching opportunities to optimize your workforce effectiveness.
Queue Management & Escalation Tracking
Stay ahead of service level challenges with ISI Queue Analytics, which delivers powerful insights into call queue performance and integrates seamlessly with Microsoft Teams and Webex Calling. Today, it enables detailed analysis of call handling, wait times, and customer experience — all without the complexity of traditional contact center infrastructure. Real-time queue monitoring and live escalation tracking will be available in late 2026, further enhancing visibility and responsiveness.
Comprehensive Service Quality Monitoring
Measure what matters with automated tracking of customer satisfaction indicators, service consistency metrics, and quality assurance data. Generate performance-based reports that facilitate operational oversight and ensure accountability across your customer service operations.
A call queue dashboard your managers will actually use
One screen for everything in queue right now
See everything in one dashboard: calls waiting, longest wait, agents available, abandonment as it happens. Filter by queue, team, or time range, then drill into any number to see the calls behind it. Light and dark mode, manager and agent views, and no Power BI project required.
Integrate with Webex, Teams, and CUCM
Webex Voice Queue Analytics
Get detailed visibility into your Webex voice queues (formerly group call management) with metrics that matter to your business. Monitor agent performance in real-time, identify peak traffic patterns, and track customer satisfaction indicators—all from a single, user-friendly interface designed for business stakeholders.
Transform Your Microsoft Teams Call Queues
ISI Analytics delivers the enterprise-grade Teams queue reporting that native tools simply can’t provide. While Microsoft’s built-in reporting offers only basic metrics with 45-day retention, ISI gives you comprehensive queue analytics with unlimited historical data, real-time agent monitoring, and detailed call journey insights.
Track everything from queue performance and agent productivity to customer wait times and abandonment rates. Our intuitive dashboards make it easy for managers to optimize staffing, identify training opportunities, and improve customer experience—all without requiring technical expertise.
CUCM Hunt Groups & Queue Analytics
Transform your Cisco CUCM Hunt Groups into powerful queue management tools with ISI Analytics. While Cisco CAR provides basic historical data buried in technical interfaces, ISI delivers contact center-like analytics in business-friendly dashboards that anyone can use. Gain complete visibility into hunt group performance, agent productivity, and customer experience metrics.
- Contact center-like analytics without the infrastructure costs
- Real-time hunt group and agent monitoring
- Enhanced reporting beyond native CUCM capabilities
- Seamless integration with existing Cisco UC environment
Migrating your queues from Cisco to the cloud?
Moving hunt groups off CUCM into Microsoft Teams or Webex call queues is the moment queue visibility usually goes dark. ISI Queue Analytics reports on both environments, so you can baseline wait times and abandonment before the cutover and prove your service levels held after. Same dashboards on either side of the migration — no blind spot while you transition.
Migrating CUCM to Teams Migrating CUCM to Webex
Streamline operations, improve your bottom line.
Unlock the full potential of your Cisco, Microsoft Teams and Webex calling platforms with ISI Queue Analytics by leveraging the Call Queue capabilities natively available.
Enhanced Decision-Making
Gain strategic insights from detailed call analytics, enabling informed planning and resource allocation.
Simplified Call Analytics
Our user-friendly interface eliminates the burden on Voice Teams of report building. No technical expertise required—just point-and-click simplicity that saves IT resources and reduces help desk requests.
Automated Reports
Free your Voice Teams from manual report creation with automated scheduling and delivery. Set up recurring reports once and let the system handle distribution.
Seamless Technical Integration
Deploy effortlessly with existing platforms like Microsoft Teams and Webex Calling Customer Assist without additional Voice Team overhead.
Advanced Call Management
Empower your team with tools for effective call queue management, from intelligent routing to quality monitoring.
Preview ISI Queue Analytics
Check out a quick demo to see how long callers were waiting in queue:
Queue Analytics Pricing
Choose the plan that's right for your team
Basic
Queue analytics for small teams
/mo includes up to 3 queues
- Maximum 3 queues
- Queue analytics dashboard
- Manager/agent access
- 90-day data retention
- Queue monitoring
- Queue detail reports
- Agent detail reports
- Outbound calling visibility
- SAML 2.0 SSO
- Data retention beyond 90 days
- Summary reports
- Managed services
Essentials
Advanced queue analytics for growing organizations
/mo for the first 3 queues
Additional queues $25/mo
- Everything in Basic, plus:
- Up to 50 queues
- 400-day data retention
- Queue summary view
- Agent summary view
- Outbound calling visibility
- SAML 2.0 SSO
- Data retention beyond 400 days
- Managed services
Professional
A complete queue management solution
/mo for the first 3 queues
Additional queues $35/mo
- Everything in Essentials, plus:
- Full agent productivity tracking
- Agent inbound/outbound calling
- Data retention up to 7 Years (Add-on)
- SAML single sign-on (Add-on)
- Managed services (Add-on)
Enterprise
Comprehensive queue and call analytics
/mo for the first 3 queues
& 100 users
Additional queues $35/mo
- Everything in Professional, plus:
- No limit on queue licenses
- CDR dashboards (non-queue)
- CDR reporting
- Department cost allocation & chargeback
- Compliance CDR capture
- API Data Export
Estimate Your Price
Use the calculator below to estimate your monthly and annual costs
Price Estimate
Call Queue Analytics FAQs
ISI Queue Analytics provides coamprehensive insights that native platforms simply can’t match. While Microsoft Teams offers only 45 days of data retention and Webex provides just 3 months, ISI comes standard with 13+ months of historical data. Our solution delivers real-time queue monitoring, agent productivity metrics, and cradle-to-grave call journey visibility—capabilities that don’t exist in native reporting tools.
ISI is inherently a multi-platform solution offering consolidated reporting across Microsoft Teams Call Queues, Webex Group Call Management, CUCM Hunt Groups, and Zoom. This means you can manage all your queue analytics from a single dashboard, regardless of which calling platforms your organization uses.
Implementation is fast and straightforward. For Microsoft Teams, your Teams Administrator simply grants permission using your Entra ID account—no on-premises equipment required. For Webex, we walk you through a simple authorization process. Most customers are seeing their first reports within 24-48 hours of setup.
Absolutely. You can hand-pick specific users, queues, and departments that you want to report on. This gives you targeted insights for the areas that matter most to your business while maintaining privacy for other organizational units.
The solution comes with a comprehensive menu of pre-defined reports aligned around the most popular business needs: queue performance summaries, agent productivity analytics, call abandonment tracking, wait time analysis, and real-time dashboard widgets. No need to build reports from scratch—you’ll have actionable insights immediately.
ISI transforms raw call data into actionable insights that directly impact your operations. You’ll identify peak traffic patterns for better staffing decisions, spot customer experience issues like excessive wait times or call abandonment, track agent productivity metrics, and detect training opportunities—all leading to improved customer satisfaction and operational efficiency.
Call queue software measures and manages the call queues in your existing phone platform: wait times, abandonment, agent performance, and caller journeys. Unlike contact center platforms, it doesn’t replace your phone system — ISI Queue Analytics connects to Microsoft Teams, Webex Calling, or Cisco CUCM and reports on the queues you already run.
If you need omnichannel routing, IVR builds, or workforce management, you need a contact center. If you need to know what’s happening in your queues — wait times, abandonment, agent performance, service levels — call queue software does that at a fraction of the cost. Many ISI customers deliberately replaced a contact center quote with Queue Analytics plus their existing Teams or Webex queues.
Check out call queue analytics resources.
Want to learn more about the ISI Analytics solution? Check out our Resource Center for the latest product information. Don’t see what you are looking for? Drop us a note at: sales@isianalytics.com.
View All Resources
Ready to Transform Your Call Queue Analytics?
Stop settling for basic reporting that leaves you guessing. ISI Queue Analytics delivers the comprehensive insights your business deserves, with seamless integration across Microsoft Teams, Webex, and Cisco platforms. Start making data-driven decisions that improve both customer experience and operational efficiency. Schedule a demo today.
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