Whether you’re using Microsoft Teams or Webex Calling, Auto Attendants are the first touch point for your callers.
They greet, guide, and route traffic into queues and agents.
But once a call passes through multiple attendants, queues, and routing types, visibility becomes complex.
That’s where ISI Analytics transforms the experience—bringing clarity, insight, and optimization to every caller journey.
What Auto Attendants Do Best
Across both Microsoft Teams and Webex, Auto Attendants streamline call handling by:
Greeting callers and providing menu options
Routing calls based on dial-pad inputs
Managing after-hours, weekend, and holiday rules
Escalating calls into queues when agents aren't immediately available
From there, calls flow into Microsoft Teams Call Queues or Webex Customer Assist Queues, which distribute traffic using different routing algorithms.
This introduces structure, flexibility, and complexity.
Routing Styles and Business Impact
Both Microsoft Teams and Webex support multiple routing strategies—each shaping customer experience differently:
Attendant Routing
Rings all agents simultaneously
Serial Routing
Delivers calls in a fixed, pre-defined order
Round Robin / Circular
Rotates calls evenly across agents
Longest Idle
Sends calls to the agent who's been idle the longest
Weighted Call Distribution (Webex Only)
Routes based on percentages you define
While Microsoft Teams and Webex Control Hub provide operational reporting, they share common shortcomings:
Limited queue-level insights
No true end-to-end visibility across Auto Attendants → Queues → Agents
Short retention windows (45 days in Teams, limited retention in Webex)
Raw data (like Graph API for Teams) requires technical expertise to parse
Lack of clarity around bottlenecks, drop-off points, or routing efficiency
This leaves IT admins and UC engineers asking critical questions:
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Where are calls dropping?
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Which queues create bottlenecks?
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How effective are routing strategies?
How ISI Analytics Changes the Game
ISI closes the gap for both Microsoft Teams and Webex:
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End-to-end visibility into Auto Attendants, queues, and agents
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Clear insights into routing strategies and call outcomes
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Identification of bottlenecks causing abandoned, overflowed, or timed-out calls
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Unlimited historical reporting for long-term trend analysis
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Agent-level performance tracking with actionable metrics
With ISI Analytics layered on top of your UC platform, you can optimize routing, balance agent workloads, and deliver stronger customer outcomes.
Why It Matters
Every unanswered call is a missed opportunity.
Whether you’re on Microsoft Teams or Webex Calling, ISI Analytics gives you the visibility and insight needed to transform Auto Attendants from a basic routing tool into a strategic advantage.
Ready to unlock the full potential of your Auto Attendants?
Discover how ISI Analytics delivers complete visibility into every caller journey.
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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