Overview:
When a healthcare organization’s leadership realized their Microsoft Teams reporting lacked the depth needed for effective staffing decisions, they turned to ISI Analytics for a solution.
Challenge:
The team relied on manual reports from the Teams Admin Center, which were time-consuming and offered limited visibility. One critical issue uncovered was that too many staff were marked “away” at the same time, leading to a surge in missed calls, abandoned interactions, and voicemails. This not only impacted patient experience but also created inefficiencies in staffing during peak hours.
Solution:
ISI Analytics implemented its Queue Analytics Module (Professional Tier), delivering inbound/outbound calling metrics, voicemail tracking, and productivity insights—all within an easy-to-use dashboard. The platform helped the organization identify staffing gaps in real time and adjust coverage proactively, ensuring more consistent availability and responsiveness.
Results:
- Additional visibility into Teams call metrics
- Clear call volume reporting, including missed and answered calls
- Call center-like insights at a fraction of the cost of a traditional contact center
- Rapid deployment—from initial contact to signed PO in less than 24 hours
- 40% reduction in abandoned, missed, and forwarded-to-voicemail calls after addressing the “away status” staffing issue
Impact:
The organization now makes data-driven staffing decisions with confidence, ensuring patients receive timely service during busy periods. With an estimated revenue opportunity of $65K tied to improved call handling—and an annual investment of just $24.5K in ISI Queue Analytics—the ROI is both immediate and compelling.
Ready to Close Your Reporting Gaps?
Stop relying on manual reports and start making confident staffing decisions.
Discover how ISI Queue Analytics can simplify your Microsoft Teams reporting today.