Cisco Live 2026 gave us the opportunity to connect with customers, partners, and the broader collaboration community around a shared challenge:
Teams are managing more queues, more data, and more complexity than ever before—but still struggling to answer a simple question: What should I do next?
At the event, that conversation centered around a new approach we’re calling Queue Performance Index (QPI)—and where queue analytics is heading next.
While the official Cisco Live session recording is not yet available (as is typical, these recordings are usually released a few weeks after the event), you can explore the full discussion today in our Office Hours session:
👉 Watch: Introducing Queue Performance Index (QPI)
📸 Cisco Live 2026: On the Floor
- Cisco Live 2026 — Conversations around queue complexity, visibility, and what comes next
At Cisco Live, we had dozens of conversations with organizations managing queue operations across Webex Customer Assist, Microsoft Teams, and hybrid environments.
Across industries, the same themes came up again and again:
- More dashboards—but less clarity
- More alerts—but less prioritization
- More queues—but harder to manage at scale
That feedback reinforces what we’re seeing across customers every day:
The challenge isn’t access to data—it’s knowing what deserves attention first.
What We Shared at Cisco Live: Introducing QPI
At Cisco Live, we introduced Queue Performance Index (QPI) as a new way to think about queue visibility.
Traditional approaches rely on:
- Static thresholds
- Isolated metrics
- Reactive alerts
But this approach breaks down at scale.
When everything is visible, nothing is prioritized.
QPI is designed to address that gap by shifting how teams understand queue performance.
What is QPI?
QPI is a dynamic queue health score that:
- Learns how each queue normally behaves
- Applies context to performance metrics
- Identifies when customer experience is truly at risk
- Helps teams prioritize where to focus first
Instead of treating every queue the same, QPI recognizes that the same metric can carry very different meaning depending on context.
Healthy is contextual—not universal.
See How This Applies in Practice
If you’re exploring how to apply these concepts across your environment, including Microsoft Teams and Webex, visit:
👉 Unified Call Queue Analytics
This page outlines how ISI Analytics helps teams:
- Understand queue performance across platforms
- Reduce operational noise
- Prioritize action with context
From Reporting Systems to Decision Systems
One of the biggest takeaways from both Cisco Live and our Office Hours discussion is that queue analytics is evolving.
Historically, teams asked:
- What happened?
- How many calls were missed?
- What were wait times?
Going forward, the more important questions are:
- What should I pay attention to?
- Which queue needs attention first?
- What action should I take?
This marks a shift from reporting systems to decision systems.
As queue growth accelerates across Teams and Webex environments, complexity is increasing faster than teams’ ability to interpret it. That’s where approaches like QPI begin to change how operations are managed.
Watch the QPI Office Hours Session
While we wait for the Cisco Live session recording, you can explore the full QPI discussion here:
👉 Watch the Office Hours: Introducing Queue Performance Index (QPI)
Discover Queue Performance Index (QPI) in this ISI Analytics Office Hours session—learn how to prioritize queue performance and move from dashboards to action.
In this session, you’ll learn:
- Why more dashboards don’t solve prioritization
- How QPI reduces alert fatigue and investigation time
- What “context-aware” queue health really means
- How teams can move faster from insight to action
Explore More on QPI
What’s Next
We’re actively working with customers to shape QPI and the future of queue intelligence.
If your team is:
- Managing increasing queue complexity
- Spending too much time in dashboards and reports
- Struggling to prioritize what matters most
We’d love to continue the conversation.
👉 Learn how ISI Analytics helps teams prioritize queue performance