Microsoft Teams Call Analytics & Call Queuing

Improve caller experience and employee productivity with ISI’s advanced Microsoft Teams Phone insights.

Our call analytics platform delivers enterprise-level insights, including information on employee engagement, meeting activity, and call history data for compliance and reporting.

  • Advanced call queue analytics: Harness the full potential of your call queues with ISI’s state-of-the-art reporting and analytics.
  • Cost-efficient solutions: Achieve significant cost savings with an alternative to complex contact center infrastructures.
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new isi queue analytics dashboard

Powerful Queue Analytics

Gain Call Center-Like Metrics Without the Complexity of Deploying a Contact Center

Leverage ISI Queue Analytics for better caller experience insights. ISI Queue Analytics is the only platform with reporting for Microsoft Teams call queues and auto attendants. With Teams queues and ISI Analytics, you get a robust, low-cost alternative to expensive contact center infrastructure.

Teams Call Queue Reporting Features

Monitor KPIs

  • Call volume
  • Agent Status
  • Answer/abandoned rate
  • Calls by agent

Get Deep Insights

  • Reveal overall traffic and handling stats with daily, weekly, and monthly reports
  • Hourly metrics take guesswork out of staffing decisions
  • Drill down exploration of calls reveals transfers, redirects, and time agents spend with individual callers

Analytics Reports

  • Queue Summary, for supervising and managing multiple call queues at once
  • Call activity by Day or Hour of Day to capture trends
  • Call Detail by Agent to get the most granular, specific level of insights
  • Cradle-to-grave gives complete transferred call path visibility. See the entire customer call journey before it reaches a queue to after it leaves the queue

isi analytics call queue dashboard integrating data from webex, teams, and Cisco.

Ready to Transform Your Microsoft Teams Experience?

Empower Your Communications with Microsoft Teams and ISI Analytics

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Delivering Value Organization Wide

For CIOs, CFOs, and CTOs

  • Significant cost savings when using included queuing features bundled with ISI Queue Analytics vs. Contact Center applications
  • Reduced complexity — easier to manage for Operations and Voice Teams
  • Easily add additional queues and users as needed

For Operations Teams

  • Call Center-like analytics for data-driven decisions
  • Implement and manage core Contact Center KPIs without heavy investment
  • Actionable intelligence driven by customer calling experience metrics

For IT and Voice Teams

  • Seamless integration with existing calling platform
  • Simplify ad-hoc reporting and end-to-end caller journey analytics
  • Easier to manage call center-like capabilities vs. Contact Center applications

Microsoft Teams Call Analytics & CDR Reporting

ISI call queue dashboard showing queues by attendant, handling by hour, last 7 days handling, and queue times the past 7 days.

Empower your organization with ISI’s robust call reporting engine, dashboards and alerts.

Caller Experience

  • Cradle-to-grave reporting quickly reveals problematic call routing
  • See excessive transfers and easily determine corrective action
  • Dashboards and reports tailored to managers/departments

Employee Productivity

  • Analyze calls made/received, traffic by time of day and call duration
  • Improve staff scheduling efficiencies with call activity metrics
  • Recognize high performers and target training opportunities

Call Data Compliance

  • Track inbound and outbound call activity associated to users and organizational hierarchy
  • Ad-hoc search quickly by most call attributes (originating or terminating party, number, caller ID, department, time, hunt group or call queue)
  • Unlimited data retention

Alerts and Notifications

  • Exception reports, customizable widgets, and user-definable alarms help automate detection and notification of undesirable call events
  • Trigger email, text message or scheduled report generation for international calls, after-hours calls, potential Phishing, 911 calls, or other call events

Device Type Allocation

  • Troubleshoot, monitor technology adoption and identify unused or underused equipment with Infortel Select's Device Type Utilization visibility
  • Device type information is made available through a variety of reports and handy dashboard widgets

Cost Allocation

  • Support Finance teams with robust call accounting
  • Monitor for waste, abuse, and misuse of voice network resources

Maximize Your Microsoft Teams Experience with ISI Call Analytics

Track call volume, agent performance, and customer satisfaction indicators for improved service quality.

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Microsoft Teams Call Analytics FAQs

During implementation, a customer’s Teams Administrator grants permission and provides account credentials to allow the ISI Cloud Analytics application to access call and user data directly from the Microsoft Cloud. ISI takes it from there.

Yes. ISI Cloud Analytics collects and reports on this activity.

ISI Cloud Analytics provides full Teams Meeting reporting and dashboard visibility, including meeting summaries listed by date, time, department, organizer, attendees, duration, and more.

Track meetings by organizer, participants joining, and durations. This includes summary and detail of meeting conducted by organizer or by meeting ID with date, time, durations, cost if applicable, and number of connections (unique, total and average).

Yes, we can track call activity against defined alarm parameters for near real-time notification and exception reporting to flag undesirable, inappropriate or expensive call events and associate them back to the responsible party.

Yes, you can track call activity for purposes of analyzing productivity and appropriate phone related work activity by time of day and quantity of calls by type.

You can also create benchmarking and exception reports for more effective analysis of employee performance, identification of training needs, staffing requirements, poor performer coaching, and high performer recognition.

Experience the power of ISI Analytics

Unified Communications has changed telecom and the ways we communicate. To secure the CDR reporting and data analytics visibility you need to access and use trapped call data, manage telecom infrastructure, monitor customer experience and employee productivity, and secure historical records, you need the power of ISI Analytics.

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