Webex Queue Dashboards and Reporting in the Classic Product will reach End of Life (EOL) on December 31, 2025. At that time, Classic dashboards and reports will no longer process new data or generate updates.
What this means for you #
- Classic dashboards will remain visible but will not update after December 31, 2025.
- As time passes, long-range widgets and reports will show less data as older records roll off your purchased retention period (standard retention is 13 months).
- New call data will only be available in Queue Analytics for Webex beginning January 1, 2026.
- Customers should transition to Queue Analytics for Webex as the supported solution moving forward.
Queue Analytics for Webex provides significant enhancements, including:
- Simple, streamlined user experience
- Flexible dashboard customization and control
- Expanded metrics and purpose-built summary templates
- Better filtering options for reports
- More detail into the customer journey across dashboards and reports
- Same price as the Classic solution, with more features included
We encourage all customers to begin migration to Queue Analytics for Webex as soon as possible to avoid disruption. The process is simple, with most migrations completed in under 30 minutes
To Migrate your System #
Step 1: Verify You Have a Connector #
You may already have a connector defined. To determine if you do:
- Login to ISI Analytics
- Once logged in, browse to the Connectors page by clicking the Connector menu option from the navigation bar.
If you see an existing connector for Webex, skip to Step 2. If not, add a new connector using the steps which can be found at here.
Step 2: Configure Queue Analytics #
By configuring Queue Analytics, you can setup which queues will be tracked, alert thresholds, and other parameters such as time zones and active queue hours. Follow the instructions here to configure queue analytics.