When teams handle hundreds (or thousands) of calls daily, even small blind spots can create major frustration.
Turn Conversations into Better Customer Experiences
Teams across healthcare, education, retail, and government use ISI Queue Analytics to turn voice data into action:
- Spot missed opportunities
- Respond faster
- Make every interaction count
See how ISI connects calls to insights that drive results.
Key Benefits
Cradle-to-grave visibility across calls, queues, and transfers
Role-based dashboards for managers and service teams
Automated reports to track KPIs
Insights that improve responsiveness and satisfaction
Ready to see what real-world results look like?
Improving Patient Experience with Queue Analytics
When a healthcare sleep center’s agents went “away” during peak hours, patient calls were missed.
ISI Queue Analytics revealed the issue, cutting call abandonment by 28% and helping staff make smarter, data-driven scheduling decisions.
Results:
• Improved agent availability
• Higher patient satisfaction
The results in healthcare prove the power of visibility.
But this story doesn’t end with patients. Next, see how a retailer modernized its entire call experience after moving to Microsoft Teams.
Retail Contact Center Modernization with Microsoft Teams & ISI
A regional retail chain operated a 50-agent Avaya contact center burdened by rising licensing and support costs. They needed a modern, cost-effective solution with built-in analytics to improve service delivery.
By migrating to Microsoft Teams Phone with ISI Queue Analytics, they consolidated infrastructure, cut outsourced IT spend by 60%, and gained real-time visibility into queue performance and agent productivity.
Results
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34% total cost reduction over three years
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50% shorter queue times and faster customer responses
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Higher agent utilization and a 5–10 point CSAT increase
Read the Full Case Study →
Confused by call flow complexity?
Discover how ISI Analytics simplifies Webex Calling paths to reveal cradle-to-grave visibility for better customer and patient care.
👉 Dive into the blog
Visibility doesn’t just improve response, it empowers people.
In higher education, that same insight helps admissions teams deliver faster, more personalized service to students and families.
University Admissions Office Shortens Hold Times with Webex Customer Assist
A leading university admissions team needed enhanced visibility into call activity to better serve prospective students. With Webex Customer Assist and ISI Queue Analytics, they gained the insights needed to improve agent responsiveness, streamline scheduling during peak periods, and deliver a smoother admissions experience.
Results:
- Significant reduction in hold times within 60 days
- Improved team responsiveness and morale
- Clear visibility into admissions call patterns
Beyond Admissions: Campus-Wide Impact
ISI Queue Analytics is helping higher ed teams across departments:
- Shorten wait times during registration and financial aid peaks
- Boost response rates for IT helpdesks and advising centers
- Reduce missed calls in housing, wellness, and safety offices
- Balance workloads with enhanced queue visibility
From prospective student inquiries to alumni engagement, ISI Analytics empowers institutions to harness voice data across departments, campuses, and the entire lifecycle of community interactions.
See How Easy It Is to Track Queue Wait Times
▶️ Queue Analytics Demo: Quickly View Queue Wait Time in Microsoft Teams and Webex Calling
In this short demo, learn how to:
- View maximum queue wait times in the dashboard
- Generate detailed reports and apply filters
- Export data for deeper analysis
Watch the demo and explore how ISI Analytics makes queue visibility simple and actionable.
Next, see how a government agency used ISI Queue Analytics to transform call reporting into actionable insight and improve efficiency across departments:
Government Agency Gains Oversight Across Microsoft Teams Queues and Auto Attendants—Without Growing IT Staff
From fragmented call flows to unified visibility with Microsoft Teams + ISI Queue Analytics.
A regional government agency recently scaled its Microsoft Teams environment to support new digital services. With more auto attendants and call queues came more complexity, and more reporting demands. Their IT team was tasked with delivering insights across departments, maintaining service levels, and supporting daily operations—all without additional headcount.
ISI Queue Analytics made it manageable. With ISI, the agency gained centralized visibility into Teams call activity across auto attendants, queues, and departments. Reports were configured once and delivered automatically, helping managers monitor performance, identify bottlenecks, and adjust staffing where needed.
Key Benefits:
- Auto Attendant & Queue Visibility: Track call flows from entry to resolution
- Custom Dashboards: Tailored views for department heads and service managers
- Automated Delivery: Scheduled reports sent to stakeholders—no manual effort
- Governance Support: Aligns with data stewardship, auditability, and transparency goals
Microsoft Teams + ISI Queue Analytics = Smarter Oversight for Public Service.
Featured Resources
Explore practical insights and proven strategies for enhancing customer experience across communication platforms. These selected resources cover topics like call journey visibility, queue performance, and data-driven decision-making. Looking for something specific? Contact us and we’ll help you find what you need.
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