If a Webex queue is not showing any call data in ISI Analytics, follow these steps:
Verify Connector Configuration #
- Ensure the Webex Connector is properly configured for the Queue Analytics feature.
- Use the Test Connection option to confirm a successful setup.
- If the connection fails, you will need to grant ISI Access to your Webex Organization.
Confirm Queue Licensing #
- In the Administration > Queue & Hunt Group menu, verify that the queue’s Status is listed as Licensed.
- Run Sync Queues & Hunt Groups to ensure ISI Analytics is updated with your queue information.
Important: To maintain consistency in available queue data, avoid removing the license from any queue you want to keep reporting on. Unlicensed queues will stop collecting call data and will no longer appear in dashboards.
Check Last Active Date #
- In the Queue & Hunt Group menu, review the Last Active date to confirm recent call activity.
- If needed, place a test call directly to the queue and verify that the Last Active date updates.
Note: Depending on call volume, processing may take up to one hour.
Contact Support #
If you’ve completed these steps and still do not see queue data, contact the ISI Customer Support Team for assistance.