Microsoft Teams
Reporting that doesn’t walk out the door
When all of Valpak’s Microsoft Teams reporting lived with a single employee, one departure put service continuity at risk. With ISI Analytics, reporting became Teams-native and self-serve — so multiple managers can pull the queue insights they need, and nothing skips a beat when the team changes.
Key results
- Eliminated single-person reporting risk
- Multiple team members now self-serve queue analytics
- No service gap when the original reporting owner left
- Teams-native — no complex PSTN or routing dependencies
Microsoft Teams
A 40% drop in missed and abandoned patient calls
This sleep-focused healthcare provider was flying blind on its Microsoft Teams call queues — manual reporting, too many staff showing as “away,” and patient calls slipping into voicemail. ISI Queue Analytics surfaced the staffing gaps behind the missed calls, and the team moved from first contact to signed PO in under 24 hours.
Key results
- 40% reduction in abandoned, missed, and voicemail-forwarded calls
- ~$65K revenue opportunity against a $24.5K annual investment
- Signed PO in under 24 hours from first contact
Webex Calling
380 hours back — and parents getting through
After moving from Mitel to Webex Calling, this district had no way to see what was happening on its parent-facing lines, and reporting ate 6–8 hours every week. ISI Queue Analytics gave them full queue visibility, automated the reporting, and helped cut abandoned calls during the morning rush — without the cost of a full contact center platform.
Key results
- 100% queue visibility across 12 parent-facing lines
- 40% fewer abandoned calls during the morning rush
- Reporting cut from 6–8 hrs/week to 15 minutes — 380 hours saved a year
- Avoided $15K/year in costs and a $50K contact center platform
Microsoft Teams
Visibility that scales as patient care grows
As this regional hospice and home health provider expanded into six new counties, Microsoft Teams call volume grew just as quickly. ISI Queue Analytics gave leadership centralized visibility into Microsoft Teams call queues with historical dashboards, queue-level KPIs, and hourly-updated reporting—helping managers make smarter staffing decisions without adding reporting overhead.
Key results
- Unified visibility across Microsoft Teams call queues
- Data-driven staffing based on actual call demand
- Insight into answer speed, service levels, reroutes, and abandoned calls
- Scalable reporting without additional IT overhead or contact center costs
Microsoft Teams
One clear view across 23 campuses
Migrating to Microsoft Teams Call Queues left this institution without unified visibility across 23 locations, and admissions and student services leaders were stuck with manual, inconsistent reports. ISI Queue Analytics brought every queue into one view and automated hourly-updated reporting across the entire footprint.
Key results
- 300 Users and 20 Queue Analytics licenses deployed
- 70–90% reduction in reporting effort
- 10–25% fewer missed calls during peak periods
- 100+ hours saved per year through automated reporting
Webex
Faster answers across 40+ store queues
Store managers had no clear line of sight into missed calls, peak hours, or queue performance across locations — making staffing a guess and putting sales at risk. ISI Queue Analytics gave them the peak-hour and queue insight to staff smarter and respond faster.
Key results
- 25% improvement in call response times
- Smarter staffing decisions based on peak-hour analytics
- Consistent service across 40+ store queues
Cisco UC & Contact Center
When call data becomes critical, answers can’t take hours
A large healthcare organization struggled with call data spread across multiple Cisco UC platforms and a separate contact center, forcing IT, Legal, HR, and operations teams into slow, manual reporting. With ISI Analytics, everything was unified into a single analytics layer — giving teams a trusted, end-to-end view of call activity and the ability to answer critical questions in seconds instead of hours.
Key results
- 30K+ endpoints across multiple Cisco calling platforms
- 90+ locations unified under one analytics layer
- Consolidated 4 on-prem reporting tools across 7 servers into one platform
- End-to-end call visibility across UC and contact center environments
- Answers delivered in seconds instead of hours
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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