We recently hosted an ISI Analytics Office Hours session focused on getting more value out of Report Field Attributes in our new reporting engine. If you weren’t able to join live—or just want a quick refresher—this recap gives you an easy way to catch up and see how small changes to field settings can make
We recently hosted an ISI Analytics Office Hours session where customers got a ton of value from exploring our newly released Agent Detail Reports for Webex Customer Assist and Microsoft Teams call queues. If you weren’t able to join live—or just want a quick refresher—this recap gives you an easy way to catch up and
Calls are a critical part of every patient’s journey. From discharge planning and follow-up to chronic care management and pharmacy outreach, patient calls often determine whether people stay on track—or bounce back into the hospital. At the same time, hospitals continue to face financial pressure from Medicare readmission-related penalties and other value-based purchasing programs. Even
A specialized healthcare facility focused on sleep-related treatments recently selected ISI Analytics to modernize its patient communications. By leveraging MS Teams Queue Analytics, the organization gained deeper visibility into call flows, improved responsiveness, and streamlined coordination across its care team — all without compromising patient experience.
With October’s monthly release, ISI Analytics is rolling out a major enhancement to help teams better understand and optimize agent performance: Agent Detail Reports for both Microsoft Teams and Webex. These reports go beyond queue-level metrics to provide a cradle-to-grave view of the customer experience—from outbound calls to direct interactions. Whether you’re managing a
The Challenge A top-tier Managed Service Provider (MSP), supporting 500+ enterprise customers and managing over one million endpoints, faced a growing challenge. Their customers relied on both Webex Calling and Microsoft Teams, but the native reporting tools couldn’t keep up with the demand for: Clear visibility into call traffic Ad hoc reporting to support
Microsoft Teams Call Routing and Analytics Overview As organizations increasingly rely on Microsoft Teams for unified communications, understanding how calls are routed—and how to measure their effectiveness—has become essential. Whether you’re managing internal support lines, customer service queues, or departmental call flows, Microsoft Teams offers flexible routing options through Auto Attendants and Call Queues. But
Boost operational efficiency, enhance employee productivity, and elevate customer experience with robust analytics, customized reporting, and advanced features that go beyond native UC analytics.
How to use Call Queuing to Unlock Cost Savings and Improve CX
The Problem: A national health insurer was struggling to increase efficiencies in departments managing high call volumes. Their existing contact center solution was not only expensive but also increasingly difficult to maintain. They needed a cost-effective alternative that could handle complex call traffic without sacrificing performance. The Solution: The ISI Analytics team partnered with the