Across the country, K–12 school districts are replacing aging phone systems with modern cloud-based calling platforms, like Microsoft Teams and Webex. The benefits are clear: improved security, easier management, and better alignment with hybrid school operations. But modernization often comes with a hidden challenge—reporting gaps. Accurate call analytics are critical for parent communication, school
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
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
As businesses modernize their communications infrastructure, Webex Calling has emerged as a powerful cloud-based phone system. With features like Auto Attendants, Call Queues, and the enhanced Webex Customer Assist, organizations can streamline call routing and improve customer service. But understanding how these flows work—and how to measure their effectiveness—is key to unlocking their full
We’re excited to announce that ISI Analytics is a proud sponsor of WebexOne 2025, taking place this year in beautiful San Diego! This annual event brings together the best minds in collaboration, customer experience, and innovation—and we’re thrilled to be part of it. 🚀 See What’s New: Our Webex Queue Dashboard
As organizations continue shifting to cloud calling platforms like Cisco Webex Calling, the need for reliable call detail record (CDR) reporting becomes increasingly critical. While Webex Calling provides native CDR capabilities, many businesses quickly discover gaps in functionality, usability, and long-term analytics that can hinder operational insight. This article breaks down Webex Calling’s native
As customer expectations continue to evolve, businesses are turning to agile and cloud-based solutions to modernize their communications and support operations. Cisco recently rebranded its Webex Customer Experience Essentials offering as Webex Calling Customer Assist, expanding its functionality with AI-powered features and streamlining its value for modern contact centers. In this article, we will