Dashboards for Better Queue Management
Whether you’re using Microsoft Teams or Webex Calling for your call queues, ISI Analytics takes your call data and turns it into a dashboard that’s clear, actionable, and tailored to your business.
No more digging through raw exports or waiting on Power BI builds. With ISI, you get visibility into queues, agents, and outcomes all in one place.
Queue Performance at a Glance
On the left, you’ll see your queues—Accounts Payable, Sales, Support.
Each box highlights total calls and service level (how quickly agents answer), using bold color coding.
Managers instantly spot which teams meet goals and which need help.
If Sales lags at 67% while Support holds 70%, you know exactly where to focus.
Customer Benefit:
Department leaders skip IT and log in to view their own queues and act on the data immediately.
Service Levels and Call Metrics
Across the top, you’ve got quick-hit KPIs:
• Total Calls
• Answered Calls
• Missed Calls
• Abandoned Calls
• Service Level %
• Average Queue Time
• Max Queue Time
• Average Talk Time
Instant Answers to Critical Questions
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Are callers waiting too long?
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Are agents handling enough calls to meet SLAs?
This snapshot delivers those insights immediately. Plus, you can drill down into individual calls to see exactly what’s happening—right from the dashboard.
Customer Benefit:
Leadership gets the visibility they need for weekly reviews, while IT saves hours by avoiding manual CSV exports from Control Hub or Teams Admin Center.
See Our Queue Dashboard Software in Action
Watch this 1-minute overview to learn how ISI Analytics reveals exactly how long customers are waiting in queue—no digging, no delays.
Agent-Level Detail
At the center of the dashboard is a table of agents, showing key metrics: presented calls, answered calls, missed calls, average talk time, and max talk time.
This is where accountability becomes actionable. If performance is tied to call handling, the data is right here—no guesswork. Managers can filter dashboards so each supervisor sees only their team.
Customer Benefit:
Call center managers can track productivity. Support leaders can coach agents who miss calls. Finance can align incentives with hard data.
Queue Final Action Breakdown
The pie chart reveals how calls end: completed by an agent, abandoned by the caller, sent to voicemail, transferred to an Auto Attendant, or forwarded externally.
Customer Benefit:
High voicemail rates may signal staffing gaps. Frequent transfers could mean Auto Attendant menus need refinement. This is cradle-to-grave visibility—far beyond what native Microsoft or Webex tools offer.
Trends Over Time
On the right and bottom, charts show:
- Queue Handling by Hour – when call volume spikes
- Total Calls by Day – weekday trends
- Weekly Queue Activity – answered vs. missed calls
Customer Benefit:
Essential for workforce planning. See peak hours and staff accordingly—no more overstaffing during slow periods.
Customizing Dashboards to Your Business
Every organization defines success differently. That’s why ISI Analytics dashboards are fully customizable. As outlined in our Queue Dashboard Customization Guide, you can:
- Filter by queue, date, or department
- Adjust widgets to show only what matters
- Share dashboards with specific managers
Customer Benefit:
IT isn’t the bottleneck. Business leaders get the exact reports they need—no manual exports or BI rebuilds required.
The ROI of Better Visibility
When both managers and IT have easy access to this level of reporting:
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Customers spend less time on hold
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Agents are more accountable and productive
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Leaders make smarter staffing and budgeting decisions
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IT saves time on ad-hoc reporting requests
That’s real ROI: time saved, costs reduced, and performance improved.
Ready to transform your Teams and Webex reporting with ISI Analytics Queue Dashboards?
Contact us today and take the guesswork out of your call flows.
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