Looking to get more value from your call queue data? Whether you’re new to ISI Analytics or want to make better use of your Queue Analytics Dashboard, this walkthrough with Adam Vicencio is your go-to guide. In under 25 minutes, Adam breaks down everything from logging in and navigating the interface to customizing widgets and analyzing performance metrics.
Here’s a recap of the key features and takeaways that can help managers and everyday users alike get the most out of their dashboards.
Getting Started: Logging In and Finding Your Dashboards
Once you log into ISI Analytics, you’ll land on My Dashboards—your home base for saved views. From there, you can access default dashboards like the Queue Dashboard or Training Dashboard, or create new ones. Each dashboard is fully customizable and tied to your queue access permissions.
Pro tip: Toggle between dark and light mode for a more comfortable viewing experience during long sessions.
Creating a Dashboard from Scratch
Want a custom layout? Click + Add New Dashboard, choose a blank template, and start fresh. This is ideal if you want control over which metrics and visuals appear.
- Name your dashboard for easy reference
- Start adding widgets to monitor real-time or historical trends
- Save when you’re ready
Selecting Queues and Setting Date Ranges
Dashboards show only the data you choose. You can:
- Select one or multiple queues (depending on access)
- Set a custom date range, like “Today,” “Last 30 Days,” or a specific month
Widgets update instantly based on these settings—perfect for reviewing today’s calls or last quarter’s trends.
Widget Types for Better Insights
ISI Analytics offers four main widget types, each with powerful customization options:
1. Queue Metrics
Quick KPIs like Total Calls, Answered Calls, Abandoned Calls, Service Level, and more. Add thresholds for color-coded performance indicators.
2. Agent Metrics
Track agent activity by Answered, Missed, and Presented Calls, plus Talk Time stats. Great for identifying top performers or coaching needs.
3. Donut Charts
Visualize call outcomes by Source Type, Final Action, or Agent. Ideal for spotting patterns or surfacing queue inefficiencies.
4. Time Series
Monitor trends over time by hour, day, or week—track metrics like Talk Time, Abandoned Time, or Top 10 Agent performance.
Designing Your Dashboard Layout
- Drag and resize widgets for clarity and readability
- Rename widgets to reflect content (“Service Level Overview”)
- Apply threshold colors for at-a-glance alerts
A clean layout helps managers quickly identify performance trends and take action faster.
Interactive Filtering and Drilldowns
Click into donut charts or time series graphs to isolate specific data. Want to zoom in on just the Support queue? Change the queue selection on the fly—your entire dashboard updates instantly.
These interactive features make it easy to answer questions like:
- “Why were calls abandoned yesterday at noon?”
- “Which agent handled the most calls last week?”
Why It Matters for Managers
The Queue Analytics Dashboard is more than a report—it’s a tool for proactive decision-making. With it, you can:
- Monitor KPIs in real-time
- Spot trends across weeks or months
- Coach and support agents based on performance data
- Build visual reports for stakeholders or leadership
Final Thoughts
With just a few clicks, you can turn raw call data into a clear, actionable view of queue performance. Adam’s walkthrough is a great way to explore the features and find out how to customize dashboards that fit your specific needs.
Watch the full video here: Queue Analytics Dashboard Overview on YouTube
Ready to build your first dashboard or enhance an existing one? Jump in and start exploring today.