That’s why ISI built the Reporting Engine — guiding customers from high-level summaries to detailed, call-by-call insights.
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:
-
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.
Why ISI Reporting Engine Matters
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
See It for Yourself
Start a free trial today and explore powerful pre-built reports that deliver insights in seconds.
Start a Free TrialSimplify 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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