Improve CX with Call Queue Agent Metrics
That’s why ISI built the Reporting Engine for agent queue performance — guiding customers from high-level summaries to detailed, call-by-call agent metrics.
Queue Summary by Handling Type
The Struggle:
- Native tools like Teams Admin Center or Webex Control Hub don’t show how calls were handled.
- Managers waste hours exporting logs and building pivot tables in Excel to answer:
- Were calls answered?
- Were they abandoned?
- Were they missed?
Business Value:
- Instant breakdown of call outcomes and queue performance
- Smarter staffing decisions based on real data
- Direct improvement in customer experience without spreadsheet hunting
Queue Summary by Final Action
The Struggle:
- Native reporting shows totals but not where calls actually end up: voicemail, another queue, external transfer.
- Without this, it’s impossible to understand the true customer journey.
Business Value:
- Makes call outcomes visible — voicemail, completion, transfers
- Optimizes routing logic and reduces wasted transfers
- Ensures more calls reach resolution
Queue Daily & Hourly Trend by Handling Type
The Struggle:
- No meaningful daily/hourly trends in native tools.
- Staffing becomes reactive: overstaffing in slow periods, understaffing during peaks.
Business Value:
- Clear view of call volume spikes
- Enables proactive staffing and schedule alignment
- Improves service-level coverage without overspending
Agent Summary by Disposition
The Struggle:
- Managers lack agent-level visibility in native reports.
- Hard to see which agents answer or miss calls, and how abandoned/transferred calls tie back to individuals.
Business Value:
- Highlights top performers and coaching opportunities.
- Creates accountability and closes follow-up gaps.
- Aligns agent performance with business outcomes.
Microsoft Teams Queue Detail
The Struggle:
- Endless exports just to investigate specific calls.
- Key questions remain unanswered: why voicemail was left, did a call bounce between queues.
Business Value:
- Easy drill-down to specific calls
- Isolate abandoned calls, voicemails, or forwarded calls
- Troubleshoot flows, resolve complaints, and refine routing strategies quickly
Webex Queue Detail
The Struggle:
- Limited history and depth in Control Hub exports.
- Blind spots around call paths, which agents were presented calls, and migration performance visibility.
Business Value:
- Surfaces call origins, handling, and destinations
- Tracks customer journeys with confidence
- Speeds up issue resolution and ensures continuity during migrations
The Reporting Journey in Action
Most customers use ISI Analytics in this order:
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Start broad: Handling Type & Final Action → Measure queue health
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Look deeper: Daily & Hourly Trends → Understand volume patterns
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Drill down: Detail Reports → Investigate abandoned calls or voicemails
Each step builds on the last, leading from surface-level understanding to actionable insights.
Call Center Agent Metrics That Drive Productivity
Without ISI:
- Managers pull raw exports into Excel or wait on IT to build Power BI models
With ISI:
- Reports are ready-made and exportable in seconds
- Supervisors get visibility without IT dependence
- Leaders make better staffing and performance decisions
- IT saves time on ad-hoc requests
ISI Analytics transforms raw data into a clear story — helping you:
- Serve customers better
- Hold teams accountable
- Prove the value of UC investments
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